Make repeat questions easier to handle.
“Where is my order?” can mean an order that has not shipped, a parcel in transit or a delivery that needs investigation. InboxServe brings available Shopify order and tracking context into the support conversation so your team can respond to the situation, not just the subject line.
PreviewAgent Preview access: Business & Enterprise
Use AI-assisted drafts today within your available features. The AI Agent Preview adds a controlled path toward eligible automatic replies, with human review for exceptions and rollout activation required for live execution.
Order status questions are often called WISMO: “Where is my order?” The best response depends on the evidence available. A shipping policy explains the normal process; order and tracking information explain this customer's case. Both matter, and neither should be used to invent a guaranteed arrival date.
Use available order and fulfillment information to explain what is known. Shipping guidance can describe usual processing times, but it should not become a promise about a specific delivery when the order data does not support it.
Prepare approved guidance for processing, tracking and delivery questions. Your team can use AI-assisted drafts to turn the available context into a clear response and review the wording before sending.
A missing parcel, disputed delivery, damaged item or refund request can require investigation. Route these cases to a teammate with the conversation and relevant information instead of repeatedly sending the same tracking explanation.
How it works
Document processing expectations, how customers find tracking information and what your team does when a delivery needs investigation. Keep the guidance current and approve the sources the Agent may use.
Choose received emails in Testlab and inspect the proposed answer alongside the supplied context. Include a routine in-transit order, missing tracking information and a customer who says the parcel never arrived. Tests are deliberate and use AI credits without sending a reply.
Start with reviewed drafts. Where the Agent rollout is available and activated, autonomous mode can handle eligible replies within your instructions. Keep exceptions, uncertainty and financial decisions with your team.
Order and carrier information may be incomplete or out of date. The support response should be honest about the information available, and your workflow should include a handoff when it cannot resolve the question. The Agent Preview is not a promise to locate every parcel or guarantee a delivery time.
WISMO means “Where is my order?” It describes customer questions about processing, shipping, tracking and delivery. These requests look similar but can require different responses depending on the order's actual status.
This page describes handling incoming customer support questions in InboxServe. Transactional shipping notifications are a separate process. The support workflow uses the available order context to respond when a customer contacts your team.
Eligible replies are part of the AI Agent Preview's autonomous mode. Live execution requires an available, activated workspace rollout and your configured instructions. Your team can use reviewed drafts before allowing automatic replies.
Treat that as a case to review, with your store's shipping policy and the information available. Configure a human handoff for exceptions instead of expecting the Agent to invent tracking details, promise a delivery date or authorize a refund.
Yes. The public Agent demo uses illustrative data. In the workspace, Testlab lets an authorized teammate choose a received conversation and deliberately run an AI test. Those tests use credits but do not send an email.
Bring your inbox, Shopify context and team into one workspace. Compare the plans and choose how AI fits your support process.
