Order lookup by caller

The assistant’s most common job is answering “where is my order?”. For that, your orders need to arrive with status, carrier, tracking number and the customer phone — from the store connection, a data feed or the Data API. Store data →

Verification

The assistant gives no order information to an unverified caller. Verification works in one of these ways:

Situation	Verification
The customer says the order number	The phone on the order must match the caller’s number or a number the customer says
Marketplace order (Trendyol, Hepsiburada)	Marketplaces don’t share phone numbers, so the surname on the order must match the name the customer says
No order number, but an email	Email and phone (caller’s or spoken) must match together
Neither order number nor email	Only orders that match the caller’s own number (latest 5)

Phone matching uses a company-specific hash of the last 10 digits; numbers are never compared in plain text. If the customer says the order number slightly wrong and one of the caller’s own orders is one digit away, the assistant asks “did you mean …?”. Another customer’s order is never suggested.

What the assistant says

For a verified order the assistant can tell:

• What the status means and what happens next (from the status descriptions in your support rules).
• The carrier, tracking number and, if available, the latest shipment status.
• What is possible for this order: address change, cancellation, urgent shipping, return or invoice change — and if not, why not.
• If an address change is requested, the current delivery address (to confirm with the customer what changes).

If the stored order is older than a certain age and not in a final state (completed, cancelled or marketplace), the assistant reads the live order from the store connection and refreshes the record (default 10 minutes).

Sending notifications

If the customer asks, the assistant can send the return code, payment link or order status by SMS or email. The recipient is only the phone and email of the order verified in that call; nothing is sent to any other recipient. SMS providers →

Privacy (KVKK)

The order summary the assistant sees does not include the customer’s phone, email or address; only for an address change is the current address shown, after verification. Phone numbers in call events are masked when written.