Introduction
The Order Status Support Skill (WISMO - Where Is My Order) enables your AI assistant to automatically respond to order tracking inquiries, providing customers with real-time updates on their purchases without requiring human intervention. This intelligent capability identifies when customers ask about their order status and guides them through a verification process to deliver accurate shipping information, estimated delivery dates, and tracking details.
How the Order Status Support Skill Works
When a customer asks questions like "Where is my order?" or "When will my package arrive?", the AI automatically:
Recognizes the order status inquiry
Requests the customer's order number and email for verification
If the order number isn't available, asks for a secondary identifier (phone number or zip code, based on your settings)
Retrieves real-time order status information from your e-commerce platform
Provides the customer with comprehensive order details including shipping status and tracking information
Setting Up the Order Status Support Skill
Access the Support Skills section
Navigate to your Rep AI dashboard
Select "Support Skills" from the navigation menu
Find the "Order Status" card
Enable the feature
Toggle the switch to turn on the Order Status Support Skill
Click the "Settings" button to configure your preferences
Configure your settings
Standard Policy: The default configuration asks for:
Order number and email for verification
Secondary identifier (phone number or zip code) if the customer doesn't know their order number
Custom Policy: Available for advanced merchants only, allowing for tailored verification workflows based on specific business needs
Save your settings
Click "Save" to activate your configuration
Your AI assistant will now automatically handle order status inquiries
Plan Availability
Available on: Support Agent plans and Concierge plans
Limited version available on: Sales Assistant plans (basic functionality only)
Benefits of Using the Order Status Support Skill
Reduce Support Volume: Automate 30-40% of customer service inquiries related to order status
Improve Customer Experience: Provide instant, 24/7 access to order tracking information
Increase Efficiency: Free up your support team to focus on more complex customer needs
Build Customer Trust: Keep shoppers informed with accurate, real-time shipping updates
Decrease Abandonment: Reassure customers about their purchases, reducing cancellations due to uncertainty
Best Practices for Order Status Support
Integrate with your e-commerce platform: Ensure your Rep AI account is properly connected to your e-commerce system for real-time order data
Choose appropriate verification methods: Select secondary verification options (phone or zip code) that match your customer base
Set clear expectations: Use the status preview feature to review how your AI will communicate with customers
Monitor analytics: Regularly check performance metrics to ensure optimal functionality
Update shipping carriers: Keep your shipping provider information current for accurate tracking links
Troubleshooting
Why isn't my Order Status Support Skill working?
Verify that your e-commerce platform is properly integrated with Rep AI
Check that the skill is toggled ON in your Support Skills dashboard
Confirm your verification settings match the customer data you collect
Why are customers not receiving tracking information?
Verify that your shipping provider is properly configured
Check that tracking numbers are being correctly passed to Rep AI
Ensure customers are providing the correct verification information
Can I customize the questions the AI asks customers?
Yes, advanced merchants can access Custom Policy settings to tailor the verification process
Contact support for assistance with advanced customization options
Getting Help
If you need additional assistance with the Order Status Support Skill, contact our support team through your Rep AI dashboard or visit our knowledge base for advanced configuration guides.