Order-aware support
Signed-in customers, and guests who verify an order number, can ask about their own orders: status, items, shipping and whether a return or cancellation is still possible.
- "Where is my order #1234?" and the assistant's answer
Settings
When a signed-in customer chats, their most recent orders (and any of their orders they mention by number) are given to the assistant. Also required for guest order lookup.
How many recent orders the assistant knows about.
Items and quantities, Order total and refunds, Shipping method and paid/completed dates (on); Payment method name (off). The order number, status and date are always sent.
Also send the signed-in customer's first name, so replies can address them personally.
When a shopper who isn't logged in asks about an order, the assistant asks them to log in (linking to the account orders page when it can) and never asks for order details or an email instead.
See Guests.
Counted from the day the order was completed. 0 turns return-window guidance off.
Order statuses (your WooCommerce statuses) at which the customer may ask your team to cancel. Return-window and cancellation facts are worked out on your server for each order and given to the assistant as facts.
Signed-in customers
The assistant knows the customer's recent orders and looks up up to 3 order numbers mentioned in a message ("#1234", "order 1234"), each checked to belong to that customer. It explains whether the return window is open ("open until …") and whether a cancellation can still be requested, but it never approves, promises or processes a return, refund, exchange or cancellation; it offers your team instead.
Guests
With Let Guests Look Up an Order on, guests get a Look up an order form in the chat: Order number and Billing email, with Find my order and Cancel. On success: "Order #1234 found. You can now ask about it here." The assistant can then answer about that order in that conversation only. The Inbox shows "Verified order: #1234 · Processing".
- The email must match the order. Any mismatch gives the same "We couldn't find an order with that number and email address."
- 5 attempts per hour ("Too many tries. Please wait a while, or contact us."), and at most 3 orders per conversation.
- Signed-in customers don't need it: "You are logged in: just ask about your order in the chat."
What is shared with the AI
Only the order number, status and dates, plus the details you allow above. Addresses, email addresses, phone numbers, customer notes and payment details are never sent. Tracking numbers are not part of the order facts.