If your agent says it cannot look up orders, or offers a human instead, order lookup is not available to it right now. It is almost always the store connection. Check these in order.
1. Is a store connected?
Order lookup only exists when a store is connected. If none of Shopify, Salla, Zid, or WooCommerce is connected, the agent has no way to look anything up. Connect your store first. See Connect your Shopify store to Mando.
2. Is the connection still active?
A connection that has expired, been revoked, or errored stops order lookup. Reconnect the store from your integration settings so its status is active again.
3. Is this agent authorised on the store?
For Shopify and Zid, the Customer Service app running the chat must be one of the store's authorised apps. If it is not shared with the store, order lookup is not available in that agent. Check the app sharing on the integration.
4. WooCommerce: is lookup enabled in the plugin?
On WooCommerce the store admin controls this in WordPress. If the "order lookup" option in the Mando CX plugin settings is off, the agent replies that the store admin needs to enable it. Turn it on in the plugin.
If the store is connected and healthy but a single lookup fails, the agent says it could not look up the order right now; that is usually a temporary store error, so try again shortly.