Order Tracking Agent
Answers customers instantly about order and shipment status, 24/7
Connects to your orders/shipping data and gives customers instant, accurate updates on status and ETA without waiting for a rep.
The problem it solves
Support teams burn most of their time on repeat questions: order status, returns, invoices, hours. That kills response time on the complex cases that actually need a human.
Without an AI Agent, customers wait hours, tickets close late, and experience drops even when the team is working hard.
An AI support employee handles the repetitive layer automatically and hands the team only what needs human judgement — so satisfaction goes up without growing the team.
How it works, step by step
- 1Receives the ticket or message from any support channel (WhatsApp, email, web, Telegram).
- 2Classifies the request: inquiry, complaint, order status, return.
- 3Searches your knowledge base and policies before answering.
- 4Politely asks for extra info when needed (order number, registered email).
- 5Replies with a full, trustworthy answer in your brand's tone.
- 6Escalates to a human for complex or sensitive cases.
- 7Logs the ticket in your system (Zendesk, Intercom, etc.) with full context.
- 8Follows up on satisfaction after the ticket closes.
What it does
- Verifies the order
- Reports status and ETA
- Sends tracking link
- Alerts on delays
- Escalates issues
Ideal for
- E-commerce
- Delivery companies
- Retail
- Recurring subscriptions
Use cases
- Cut 'where is my order' questions
- Proactive updates
- After-hours support
- Follow up on delays
What we need from you
- Orders/shipping system access
- Carriers
- Delivery policy
Channels
Runs the same logic on WhatsApp, web, email, and Telegram — with one unified conversation log.
Integrations
Examples of systems we can connect (Zendesk, Intercom, Freshdesk, Shopify, Salesforce) — actual integrations are built per project.
Expected outcomes
- Fewer tracking tickets
- Higher satisfaction
- Instant updates 24/7
Sample conversations
Frequently asked questions
Does it work on WhatsApp and the website at the same time?+
Yes — the assistant runs on the channels where you actually meet customers (WhatsApp, website, Instagram, email) with the same tone and logic, keeping conversation context across them.
How long does setup and launch take?+
Usually days to weeks rather than months, depending on customisation depth and integrations. We start with a clear scope, then expand gradually.
Can it integrate with our CRM or existing tools?+
Yes — we connect it to whatever CRM you use (HubSpot, Salesforce, Zoho, or even Google Sheets) and other tools during implementation, based on your actual needs.
When does it escalate to a human?+
Per the rules we agree on: ready-to-buy lead, special request, sensitive complaint, or anything outside the knowledge base. The final decision always stays with a human.
How is it different from a traditional rule-based bot?+
A traditional bot replies with rigid templates to specific keywords. Our intelligent assistant understands natural language and intent, grounding answers in your knowledge base with real logic and your brand tone.
Does it support Arabic and English?+
Yes — it replies in the customer's language automatically with a consistent professional tone, not raw machine translation but a natural style for each language.
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