The most predictable support ticket there is
For most online stores, order-status questions are the single largest category of inbound messages. They are also the easiest to eliminate: send the update before the customer thinks to ask.
Every stage, sent automatically
Order placed, payment received or failed, shipped with tracking, out for delivery, delivered, cancelled or refunded — each mapped to an approved template so it reaches the customer whether or not they ever messaged you.
- Order confirmation with items and total
- Payment received, or a retry link if it failed
- Shipped, with courier name and tracking link
- Delivered, optionally followed by a review request
- Cancellation and refund status
And when they do ask, the AI answers
On the Pro plan the AI can look up the real order by number or phone and reply with its live status and tracking link — at 2am, without waking anyone. Order lookups are locked to the customer asking, so nobody can fish for someone else's order.
- Live status from your store, not a canned reply
- Works from an order number or the customer's phone number
- Locked to the person asking
- Escalates to a human for anything unusual
You decide what gets sent
Each event can be turned on or off independently, and each is mapped to a template you chose and Meta approved. Send a test order first and see precisely what a customer will receive.
- Per-event on/off switches
- Your own approved templates
- Test order button before you go live
- An activity log with the outcome of every event
Order updates need a connected store, which is part of the Growth and Pro plans.
See plans