What It Does
Allows customers to ask about their order status in the chat. How it works depends on your import method:
Scraper / Feed Behavior
For scraper, Google Feed, and CSV sites:
- The chatbot captures the request as a lead
- Collects the visitor's email and order number
- Creates a lead with tag
order_details_request
- You follow up manually
This is essentially a lead generation tool for order-related inquiries.
Shopify / WooCommerce Behavior
For Shopify and WooCommerce sites:
- The chatbot performs a real order lookup via the store's API
- Shows a visual Order Tracker Card with animated status stages:
- Placed → Processing → Shipped → Delivered
- Displays order details: items, total, date, and tracking link (if available)
- The visitor also gets a natural AI-generated text summary of their order status
- A lead is also created for your records
Custom Response Message
You can set an optional Custom Response Message that appears as an additional chat bubble after the visitor submits an order inquiry form. This works the same way as the Human Agent Handoff custom message.
Use it to:
- Provide estimated response times (e.g., "We will reply within 24 hours")
- Share direct support channels for order issues (e.g., phone or WhatsApp)
- Post important shipping or logistics notices
The custom message is configured in the Human Agent Handoff section of Chatbot > Features. The same message is shared across all lead-generating features (handoff, order questions, etc.).