WhatsOS WhatsOS Your AI Business Messaging Platform

Retail & Ecommerce · Support

Order Status Assistant

Collect an order reference and explain how verified delivery updates can be obtained.

For retail & ecommerce teams handling support conversations.

Requires integration
Discuss this workflow →

What this chatbot helps with

  • Collect an order reference and explain how verified delivery updates can be obtained.
  • Clarify order reference before the team follows up.
  • Organise status question into a readable enquiry brief.
  • Explain what happens next and route exceptions to a person.
ILLUSTRATIVE CONVERSATION

A conversation with a next step

Hello, I have a question about order status assistant.
What is your order reference?
I’m enquiring about order reference. Could your team help me understand the options and process?
Are you asking about dispatch or delivery? You can skip anything you would rather discuss with a colleague.
I’d prefer to discuss the details with someone.
Of course. With your permission, I can pass your enquiry and preferred contact method to our team. They’ll confirm the next step.

Illustration only. Questions and replies must be adapted to the business’s approved process.

How the workflow works

  1. 01

    Customer enquiry

    Identify support intent and explain the scope.

  2. 02

    Relevant questions

    What is your order reference?

  3. 03

    Captured details

    Order reference · Status question

  4. 04

    Next action

    Share the request with the responsible team for review and confirmation.

Information captured

Suggested fields to review during configuration. They are not automatically required.

  • Order reference
  • Status question

Explain why a detail is needed, let the visitor correct it, and use the minimum information necessary. Ask permission before arranging a follow-up.

Knowledge to provide

  • Product catalogue and approved specifications
  • Delivery, returns and warranty policies
  • Customer service escalation routes
  • Approved answers to “What is your order reference?” and “Are you asking about dispatch or delivery?”
  • A named team responsible for order status assistant enquiries

Give each source an owner and a review date. Remove outdated instructions before the workflow goes live.

Integrations and limits

Live tracking requires authenticated order and courier integrations; do not expose orders from reference alone.

Without that connection, the assistant can explain the approved process and collect a request for staff. It should state what is known, what is requested and what still needs confirmation.

When staff takes over

Missing delivery, identity verification or a disputed tracking update.

Also hand over when the visitor asks for a person, information is missing or the same question remains unresolved. Pass the enquiry summary with the handoff so the visitor does not have to start again.

Set up with your team

  1. Discuss the workflow. Share your support process and review the fields above with WhatsOS.
  2. Connect your business number. Use the existing Meta connection flow in WhatsOS and complete the account setup.
  3. Prepare approved knowledge. Supply service information and agree on the handoff owner. Confirm which actions your configuration actually supports.
  4. Test before enabling. Try normal enquiries, missing details, a request for a person and missing delivery, identity verification or a disputed tracking update.
  5. Review live enquiries. Use the team inbox to handle follow-ups and improve unclear answers.

Questions about order status assistant

What does the team need from the first conversation?

Start with order reference and status question. Collect the other suggested details only if they help the next action. Are you asking about dispatch or delivery?

Can it complete this request automatically?

Live tracking requires authenticated order and courier integrations; do not expose orders from reference alone. The catalogue is an example, not a claim that the integration is already enabled for your account.

Which situations need a colleague?

Missing delivery, identity verification or a disputed tracking update. Agree on the responsible team and response expectations before launch.

Can we change the questions?

Yes. Review these prompts against your retail & ecommerce process. What is your order reference? may need a shorter form or additional context for your customers. Test changes with staff before enabling them.

Related workflows