Customer support and order status
Most support questions are the same twenty questions. "Where is my order?", "How do I return this?", "Do you ship abroad?". A customer-support AI agent answers them instantly on chat, WhatsApp, e-mail and the phone, and passes anything unusual to your team with a short summary, so your people spend their time where it counts.
Two templates to start from
Customer support | Answers common questions from your information and hands anything else to a human agent with a summary. Fits every channel. |
Order status | Asks for the order number and tells the customer where the order is and when it will arrive. Best on live chat and WhatsApp. |
Set it up
- Create an agent from the Customer support template.
- Add your policies to the Knowledge Base: paste your returns policy as an article, add your top questions as questions and answers, and add your shipping page as a website page.
- In Engagement Rules, list Topics to Avoid (for example legal disputes) and Escalation Trigger Phrases ("complaint", "refund not received").
- Route WhatsApp, SMS and voice on your number to the agent.
Coming soon: AI agents answer from the Knowledge Base on live conversations, the Lookup Customer and Create Ticket tools, and a Webhook integration to fetch live order data from your shop. Until the Knowledge Base is connected, put the key facts in the agent's instructions too.
Example instructions
You answer customers of Nova Home, an online home-goods shop that ships within Türkiye.
Orders ship within 2 working days. Delivery takes 1–3 working days after shipping.
Customers can return unused items within 14 days. Returns are free with the code on the delivery note.
If a customer asks about a specific order, ask for the order number and say a colleague will reply with the tracking details today.
For a damaged item, apologise, ask for a photo and the order number, and pass it to the team.
Never promise refunds or discounts. Never invent delivery dates.
Measure the result
Follow conversations in Monitoring and the message and ticket reports in Reports. Each question your agent could not answer is a hint for a new Knowledge Base entry.
On this page
- Customer support and order status