When your store is connected, your AI agent can look up a customer's order and answer where it is, without you doing anything extra. It works the same on your website widget and on messaging channels like WhatsApp and Instagram.
What turns it on
- A connected store: Shopify, Salla, Zid, or WooCommerce. That is all it takes; there is no separate order-lookup setting to switch on.
- WooCommerce is the exception: turn on the "order lookup" option in the Mando CX plugin settings in your WordPress admin.
- It works on any plan that has a store connected. There is no add-on for it.
How it works in a chat
- The customer asks about their order.
- The agent asks for the order number. That is the only thing it needs; it does not ask for an email or phone number.
- The agent looks the order up in your store and replies with the status, and tracking and items when the store provides them.
Good to know
- The agent looks up the exact order number the customer gives, so encourage customers to send it as plain text.
- If it cannot find or reach an order, see the article on when the agent cannot look up orders.