Use case · Fulfilment · Support
Order Tracking
AI order tracking answers "where's my order?" in seconds, from your store's live order data, in your web chat, in DMs or on the phone. Customers give their order number, their email or both, the agent reads them the status and next steps, and only delayed, lost or damaged orders reach your CX team.
- Either one finds the order
- Order number or email
- Answers never guessed
- Live data
- Chat and phone
- 24/7
What is AI order tracking?
AI order tracking is an AI chat or voice agent that looks up a customer's order in your store platform while they wait and explains where it is in plain language. It finds orders by order number, by the email used at checkout, or both, answers only from the data your store returns, and hands problem orders to your team.
In e-commerce this is the "where is my order?" question, or WISMO, and it's usually the one your support team hears most.
Why does "where's my order?" fill your support queue?
"Where's my order?" fills the support queue because every answer takes the same manual steps: ask for the order number, log in to the store admin, find the order and read out the status. Customers who've lost their order number, or have several orders, take longer. Each ticket is simple, but together they fill the CX team's day.
A look-up for every ticket
Every status question means opening the store admin and searching by hand.No order number, no quick answer
Customers who can't find their confirmation email, or have placed several orders, need extra back and forth.Customers wait for an answer they could have had in seconds
While the team works through routine questions, the orders with a real problem wait in the same queue.
How does an AI agent answer order questions?
An AI agent answers order questions by sending the customer's order number, email or both to an automation, which builds the right search for your store platform and returns the order details. The agent explains each order's status, contents and next steps using only those details, and turns delayed, lost or damaged orders into a ticket for your team.
With an AI chat agent
A customer asks about an order in your web chat, WhatsApp, Messenger or Instagram
Ask for what they have
The order number, the email used at checkout, or both. Customers who don't know their order number can give their email alone.Look it up live
An automation builds the right search for your store: by order number, by email, or both. Searching by email alone returns every order on that email.Answer in plain language
Where each order is, what's in it and what happens next, using only the details your store returned.Hand over the problems
Delayed, lost or damaged orders, and anything the agent can't resolve, go to your CX team as a ticket or alert with the order details and conversation attached.
With an AI voice agent (inbound)
A customer calls your order or delivery line
Ask for the order number or email
The same look-up as the chat, by voice.Read out the status
The order is found in your store platform during the call, and the agent explains the status and next steps.Log the problems
Delivery problems are logged as tickets with the order details attached.
With AI automations (proactive updates)
An order status changes in your store, or a delivery is late
Update the customer first
Shipping and delivery updates by email or SMS, before the customer has to ask.Alert your team
When an order hasn't moved for longer than it should, your team hears about it.
Which systems deliver it?
AI order tracking is delivered by an AI chat agent for web chat and DMs, an inbound AI voice agent for your order or delivery line, and AI automations that run the store look-up and send proactive delivery updates. Order look-up usually sits inside a wider customer support agent, so the same chat also handles returns and shipping questions.
| System | Trigger | What it does | Package note |
|---|---|---|---|
| AI Chat Agents | An order question in chat or DMs | Looks up the order live, explains the status, hands problems to your CX team | Core covers 1 use case on 1 channel; Advanced adds a second use case and channel |
| AI Voice Agents | A call to your order or delivery line | Looks up the order during the call, reads out the status, logs problems | Inbound agent on your order or delivery line |
| AI Automations | A look-up request or an order status change | Searches your store by order number or email; sends delivery updates and late-order alerts | Core Automation for one workflow; Advanced Automation across several tools |
Where is it used?
AI order tracking suits online stores and D2C brands, especially on Shopify or another platform with API access to orders. E-commerce teams call it WISMO, order status or delivery updates. The same pattern works for any business whose customers regularly ask where their order, delivery or booking is.
Same job, their words
WISMO handled in the chat. A shopper asks where their parcel is, gives the email they used at checkout, and sees every order on that email with its status, while your CX team only sees the parcels that are stuck.
What did we build to test it?
AI order tracking is something we've built as a demo, not yet for a client. We built a Voiceflow agent for a Shopify store with a support specialist and a product recommendation specialist. Its order tool sent the order number and email to a Make.com webhook, which formatted the Shopify search to match what the customer had given.
- Customer asks"where's my order?"
- Details capturedorder no. · email
- Make.com webhooksearch built
- Shopify queriedorder details
- Status explainedplain language
- Problem orderticket to CX
The order details came back to the agent as JSON and were explained to the customer. The prompt set out when to use the tool, how to phrase the answer and when to hand over to the other specialist. Support tickets weren't connected in the demo; Airtable, Zendesk or HubSpot can be added for escalation.
What should you know before you start?
AI order tracking needs API access to your orders. Shopify and other platforms that expose order data work well; platforms without it limit what the agent can see. The agent answers only from what your store returns, never guesses, and hands anything it can't resolve to your team.
- API access to orders comes first. We check what your store platform allows before anything is built.
- Answers come only from your data. If the store doesn't return a detail, the agent doesn't invent it.
- Escalation needs a destination. We connect the helpdesk or tool your team already uses for tickets.
Frequently asked questions
Questions
Answer
What if the customer doesn't have their order number?
They can give the email they used at checkout instead. The automation searches your store by email and returns every order on that email, so a customer who has lost their confirmation still gets an answer. If they give both the order number and the email, the search uses both to find the exact order.
Which store platforms does order tracking work with?
AI order tracking works with Shopify and other store platforms that give API access to orders. The automation builds the search your platform expects, by order number, email or both. We check what your platform and plan allow on the discovery call, before anything is built.
Can customers check an order by phone?
Yes. An inbound AI voice agent on your order or delivery line asks for the order number or email, looks the order up in your store platform during the call and reads out the status and next steps. Delivery problems are logged as tickets with the order details attached, so your team picks them up with the context.
What happens when an order is delayed or lost?
The agent doesn't try to resolve it alone. Delayed, lost or damaged orders, and anything the agent can't answer, go to your CX team as a ticket or alert with the order details and the conversation attached. Automations can also alert your team when an order hasn't moved for longer than it should.
Can it handle returns and product questions too?
Yes. Order look-up usually sits inside a wider customer support agent, so the same chat can answer returns, shipping and policy questions from your knowledge base. It can also help shoppers find their next product with product recommendations.