Ecommerce Task
Reduce order-status support
Give shoppers accurate updates from live order data. Keep unusual, sensitive, and uncertain cases with the support team.
“This is costing me support time and attention every time someone asks where an order is.”
Outcome
The result to aim for
Resolve routine status questions quickly and accurately. Send exceptions to a person with the conversation context intact.
Best practices
- Confirm an active Gorgias AI Agent subscription and a connected Shopify store before configuring Order Management.
- Review a recent ticket sample; then count pure status requests separately from requests that need judgement or an order change; then automate only the first group.
- Run known-order tests across every state and exception; then start with one channel; then review every automated reply and handover during the pilot.
- Confirm that every known-order test reports the same status and tracking facts shown in Shopify or the connected carrier data.
- If a shopper cannot authenticate, reveal no order details and arrange a human follow-up.
Related sources
Further information
- Documented guidance: Shopify: Automated Order Lookup in Shopify Chat
- Related guidance: Gorgias: Order Management 101
- Related guidance: Gorgias: Customize how AI Agent hands over to your team
- Related guidance: National Institute of Standards and Technology: Artificial Intelligence Risk Management Framework (AI RMF 1.0)