Resolves shipment and order-status requests automatically against order and carrier data.
Activation complexity
Medium
Time to activate
7-14 days
Volume share
20-40% of role volume (eCommerce-heavy)
Impact range
40-60% of status volume
Inherited pricing
€0.30 – €0.90 per ticket handled
This capability shares the Support Agent's metered unit. A ticket handled is counted once at the role level regardless of which capability handled it. Adding this capability to an active deployment does not change the per-action price.
What this capability handles
Order & Shipment Status is the commerce workhorse. The agent identifies the order, retrieves the real shipment state from your order-management and carrier systems, explains it in the customer's language, flags delivery exceptions, and routes lost-shipment or high-frustration cases to a human.
Workflow summary
Identifies order context, retrieves shipment state, explains, flags delivery exceptions, routes when needed.
Stages
Decision logic
Combines shipment state and exception triggers to determine whether a simple answer is safe.
Systems and data
{Shopify,"carrier APIs","order management","help desk"}
{"order id","shipment events","delivery estimates","customer status"}
Exceptions & human handoff
Lost shipment, fraud suspicion, and high-frustration cases route to a human.
Lost shipment, fraud suspicion, sustained delay, high-frustration signal.
Readiness
Reliable order data, carrier updates, exception rules for delayed or missing packages.
Owner on client side · CX Ops Lead
Impact contribution
30-50% of commerce support volume passes through this capability. In eCommerce clients it is often the largest single deflection surface.
Primary KPI · Status-ticket deflection · 40-60% of status volume
Prerequisites
Activating Order & Shipment Status in production requires the following capabilities to be live first. Ordering matters — routing and classification quality propagate.
The chat opens with Support Agent and Order & Shipment Status pre-selected. You can add other capabilities during the conversation.