Can Chatref handle delivery order questions in chat?

Give your AI agent the same information your support team uses. Upload shipping cutoffs, delivery timelines, return policies, and tracking link formats. When a customer asks "Where's my order?" the agent answers from those documents instead of guessing. Every reply stays grounded in your actual operations - no generic chatbot replies that miss store-specific details.

Once your knowledge base is in place, the agent handles repeat delivery questions without human help. The order status chatbot resolves "Is my order on its way?" and delivery tracking FAQs by pulling the relevant policy. It can also recognize partial order numbers and ask for missing details, then surface the matching information. Your staff steps in only for exceptions the bot can't resolve.

Custom actions let the agent do more than read static docs. Connect an action to your order management system and the bot can look up live status, track a package via carrier API, or confirm an address change. Customers type their order number, the action fetches the current state, and the agent replies instantly. No tab switching, no copy-paste between systems.

Every chat is automatically tagged based on what the customer asked. Delivery-related conversations get tags like order_status, delay, or tracking. These tags give you a real-time view of what's tripping customers up - a spike in delay tags might indicate a carrier issue you can fix proactively. Use the insights to update your knowledge base and make your delivery order support even sharper.

How to check order status in chat?

The customer opens the Chatref widget and types a question like "Where's my order #12345?" If you've set up a custom action, the agent fetches the current status from your backend or carrier API and replies immediately. Without an action, it answers from your knowledge base using any instructions you've provided for manual status checks, such as linking to a tracking page with the order number inserted.

Can Chatref track deliveries?

Yes, through custom actions. You can wire the agent to a carrier tracking API or your own database. When the customer provides an order or tracking number, the agent calls the action, retrieves the latest tracking event, and displays it in the conversation. This automates delivery tracking requests that would otherwise stack up in your inbox.

How to handle delivery delays?

Build a knowledge base article that explains your delay policy - typical causes, expected timelines, and what customers should do next. The AI agent will relay that information when it detects a delay-related question. If you want the agent to proactively notify customers about known carrier delays, you can use a custom action to check for current service alerts before the customer even asks.

What order details can Chatref provide?

Out of the box, your AI agent can share any delivery information you've documented in your knowledge base - shipping speeds, cutoff times, tracking link formats, and refund policies. With custom actions, it can pull live fields like order status, carrier name, tracking number, and estimated delivery date directly from your systems. Conversation tags then help you audit which details are requested most often so you can keep your KB up to date.