Use cases

"Where is my order?" answered with the real status

The agent looks the order up by number or phone and reads back the shipping status, so your team stops answering the same question all day.

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The problem

For most online stores, order-status calls are the single largest share of inbound volume, and the easiest to answer. They still interrupt the people packing the next orders.

Tracking emails get lost, customers call the number on the website, and a two-minute question waits in a queue behind a complaint.

How the agent handles it

1
Connect your store or your order sheet. The agent identifies the caller by phone number or asks for the order number.
2
It reads the order's status, the carrier and the expected delivery date, and explains them in plain words.
3
If something is wrong, a delay or a missing parcel, it opens a ticket with the order attached and promises a call-back time.
4
It can send the tracking link by SMS or WhatsApp before the call ends.

Example call

Caller
Hi, I ordered a coffee machine last week and haven't received it.
Agent
Let me check. I can see order 10482 under this phone number. It left our warehouse on Tuesday and is with the courier, due tomorrow between 9 and 1.
Caller
Okay. Can you send me the tracking?
Agent
Sending the tracking link to this number now. If it doesn't arrive tomorrow, call us back and I'll raise it with the courier straight away.

What you get

Order questions resolved in under a minute without touching your team
Fewer repeat calls thanks to tracking links sent during the call
Problems captured as tickets with the right order attached
Support staff freed for the cases that need judgement

Tools this use case connects to

ShopifyE-commerce & paymentsShopify is an e-commerce platform. This toolkit is GraphQL-first for new Admin API automations while retaining legacy…Google SheetsVerifiedSpreadsheets & databasesGoogle Sheets is a cloud-based spreadsheet tool enabling real-time collaboration, data analysis, and integration with…ZohoVerifiedCRM & salesZoho is a suite of cloud applications including CRM, email marketing, and collaboration tools, enabling businesses to…AirtableSpreadsheets & databasesAirtable merges spreadsheet functionality with database power, enabling teams to organize projects, track tasks, and…WhatsAppMessaging & team chatEnables interaction with customers through the WhatsApp Business API for messaging and automation. Only supports…

1,500+ tools

Industries

What it costs

This use case fits the Growth plan at $149/month, with 600 minutes and 3 phone numbers included included. Beyond that, calls cost $0.25/min for standard voices. No contracts. Integrations are included from the Growth plan.

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Which store platforms work?

Shopify connects directly. Other stores can expose an order sheet, a database or an API endpoint the agent reads from.

How does it verify the caller?

By the calling number matching the order, by asking for the order number, or by confirming the postcode or email on the order, as you prefer.

Can it handle returns?

It can explain your policy, start the return in your tools where an action exists, and otherwise log the request for your team.