Introduction
The Locate Order Number Support Skill enables your AI assistant to help customers who can't remember or find their order number. This intelligent capability recognizes when customers need help locating their order information and guides them through a verification process to retrieve the correct order number—without requiring human intervention. By automating this common support request, you can reduce support tickets and enhance other support skills that require order numbers to function.
How the Locate Order Number Support Skill Works
When a customer indicates they can't find their order number, your AI assistant:
Recognizes the request to locate an order number
Asks for primary identification information (typically email)
If needed, requests secondary verification (phone number, zip code, or address)
Searches your order database using this information
Provides the customer with their correct order number
If multiple orders exist, presents the most recent one by default
Setting Up the Locate Order Number Support Skill
Access the Support Skills section
Navigate to your Rep AI dashboard
Select "Support Skills" from the navigation menu
Find the "Locate Order Number" card
Enable the feature
Toggle the switch to turn on the Locate Order Number Support Skill
Click the "Settings" button to configure your preferences
Configure your settings
Primary Identification Method: Choose how customers will primarily identify themselves (Email is the default)
Secondary Identification Method: Optionally add a second verification method:
Phone number
Zip code
Address
Enable or disable the Secondary Identification toggle based on your security requirements
Save your settings
Click "Preview" to test your configuration with a sample conversation
Click "Save" to activate your configured settings
Benefits of Using the Locate Order Number Support Skill
Reduce Support Volume: Automate a common customer service request
Enhance Other Support Skills: Improve the effectiveness of order-related support skills
Improve Customer Experience: Provide instant, 24/7 access to order information
Increase Self-Service: Enable customers to solve their own problems without human assistance
Secure Verification: Ensure proper customer identity verification before providing order information
Troubleshooting
Why isn't my Locate Order Number Support Skill working?
Verify that the skill is toggled ON in your Support Skills dashboard
Ensure your e-commerce platform is properly integrated with Rep AI
Check that your verification settings match the customer data you collect
Why can't the AI find my customer's order number?
Confirm that the customer's information matches what's in your order database
Verify that the customer is providing the correct email or phone number
Check if there are any integration issues between Rep AI and your e-commerce platform
Can I customize how the AI asks for verification information?
Currently, the standard policy follows a predefined flow
Expert Zone eligible tiers can use Custom Policy to tailor the verification process
Getting Help
If you need additional assistance with the Locate Order Number Support Skill, contact our support team through your Rep AI dashboard or visit our knowledge base for advanced configuration guides.