"Where is my order?" is one of the most frequent questions on WhatsApp. The AI Agent can answer it on its own: it finds the customer's order in your Shopify store, after checking their identity.
The AI Agent is available on the Scale and Business plans, and only works with a Shopify store connected to Kanal.
How the verification works
The customer asks about their order.
The AI asks for the email address used for the order and the order number.
If both match an order in your store, the AI answers based on that order.
If they do not match, the AI asks the customer to check. After 3 failed attempts, it escalates the conversation according to your escalation mode.
This check prevents order information from being given to someone who is not the order holder.
What the AI does not do on an order
The AI never performs a financial action: it does not refund, does not grant discounts and does not cancel orders. A refund, return, commercial gesture or cancellation request triggers an escalation to your team.
Prepare the escalation
Choose your escalation mode in Personality, block When the AI can't answer.
In Hand off to a human mode, add your team's addresses in Notifications to be alerted of each escalation.
See AI Agent escalation to your team.
Combine with your automations
To inform your customers before they ask, send delivery tracking automatically. See Enable Delivery Tracking on WhatsApp.
Learn more: Discover the Kanal AI Agent.