Overview
The Order Tracking AI Agent autonomously handles order tracking and order-status enquiries on the Email channel, in real time, out of the box. It understands queries like "When will my order arrive?" or "Why is my order delayed?" and takes the conversation to resolution — pulling live status directly from your store and, where connected, from third-party shipping partners.
For queries it isn't meant to resolve on its own — order modification, cancellation, or refund requests — the agent recognizes intent and hands the conversation off to your support team.
What's New in This Release
Revamped onboarding with improved customization at every step
Smarter, more nuanced responses — better handling of edge cases and ambiguous queries
New handoff rules to your support team
Third-party shipping partner integrations — the agent can coordinate directly with providers like AfterShip, ShipStation, Shiprocket, and others
How It's Structured
Setting up the Order Tracking AI Agent involves five steps:
Channel Connection
Agent Behaviour Configuration
Order Handling Configuration
Agent Handover (Escalation + Enrichment)
Testing
Go Live
1. Channel Connection
Connect your Email channel to activate the AI agent. Once connected, the agent monitors incoming order-related emails and responds in real time
2. Agent Behaviour Configuration
Customize how the agent sounds and behaves before it goes live:
Setting | What It Controls |
Agent Tone | The overall tone of voice used in responses |
Model Selection | Which AI model powers the agent |
Personality | The agent's conversational character |
Custom Instructions | Merchant-specific rules the agent should always follow |
Brand Description | Context about your brand the agent uses to stay on-brand |
Response Length | How concise or detailed responses should be |
Guardrails | Boundaries on what the agent will and won't say or do |
Customer Message Limit | Cap on how many messages the agent exchanges with a customer before escalating |
3. Order Handling Configuration
Configure where the agent pulls order and shipment data from — your store's native order source and, optionally, third-party shipping partners such as AfterShip, ShipStation, and Shiprocket.
All supported order sources are applicable to the Order Tracking AI Agent except BigCommerce.
(See the full list of supported sources: Connect External Order Sources)
4. Agent Handover
Agent Handover determines when and how a conversation moves from the AI to your support team. It has two parts: Escalation and Enrichment.
a. Escalation
Escalation Rules define when the AI should stop responding and hand the conversation to your support team. These rules apply across all supported channels and take precedence over individual AI journeys and campaigns.
Default system rules (always on, not editable):
Customer asks to speak to a human — e.g. "Can I talk to an agent?" triggers an immediate handoff
Customer sentiment — frustration, repeated questions, or aggressive/all-caps language triggers an automatic escalation
Custom escalation rules (merchant-configurable):
Customer Intent — choose up to three intents (e.g. returns, cancellations, payment disputes) that should always route to a human instead of the AI
Trigger Messages — specific phrases (e.g. "I want a refund") that always trigger a handoff; configurable per channel
Conversation Length — a maximum number of AI messages before a conversation auto-escalates, configurable per channel
When multiple rules could apply, the conversation escalates as soon as the first rule is triggered — the AI doesn't wait for others. Once escalated, the AI stops responding and your Helpdesk's assignment/routing rules take over.
Full detail: Escalation to Human Agent
4b. Enrichment
Enrichment ensures that when a conversation does go to a human agent, it arrives as a structured, qualified ticket rather than a raw one.
Found under Settings → Smart Agent Handover. The AI identifies customer intent, collects any missing required information, and hands off an enriched ticket instead of an under-qualified one.
Configurable per channel (WhatsApp, Email, Instagram) — merchants define their own intents and the required questions per intent (e.g. Return Request → Order ID, product, reason). Six default intents ship out of the box via Manifest.
Before asking anything, the AI scans the full ticket (last 24 hours / 20 messages), so it never repeats a question the customer already answered.
"Talk to an agent" interception — if a customer asks for a human, the AI first tries to resolve or capture the query before escalating. A second request (count is configurable) triggers immediate assignment.
Merchants can restrict Enrichment to "Only Outside Working Hours", so tickets raised during live hours go straight to agents.
Agents see the identified intent and a collected-answers summary directly in the ticket, plus a Nudge option to re-ask an unanswered question after a merchant-set delay.
The AI communicates with customers in their own language throughout.
5. Testing
Before going live, test the full setup end-to-end using a test email address to confirm responses, order data retrieval, and handover rules all behave as expected.
6. Go Live
Once testing is complete, use the Go Live trigger to activate the Order Tracking AI Agent for real customer traffic on your Email channel.
FAQs
Which order sources does the agent support?
All supported sources except BigCommerce. See Connect External Order Sources for the full list.
Can the agent handle cancellations or refunds directly?
No — it recognizes these intents and hands the conversation off to your support team rather than resolving them itself.
What happens if a customer asks for a human agent?
The AI first tries to resolve or capture the query. If the customer asks again, it escalates immediately. Customers can also be routed straight to a human via Customer Intent or Trigger Message rules.
Can I turn off the default escalation rules?
No — "customer asks for a human" and "customer sentiment" are built-in and always on.