Automate "Where is my order?" questions in your store chat
Order-status questions are the busiest lane in store support. Give them their own bot and get your team back.
- A dedicated bot owns order-status questions on every channel
- Answers in seconds, day and night — no macros to babysit
- Unsure cases reach your team with an AI recap of the dialog
Sound familiar?
Half of the chat queue is the same question: where is my order, when will it arrive, has it shipped.
Agents copy-paste tracking numbers all day while refund cases wait in line.
Every sale spike doubles the queue, and hiring for peaks is money burned in quiet weeks.
Customers ask at 11 pm and wait until morning for a two-line answer.
What a store sees in week one
Order-status questions are predictable — that's exactly why a bot should own them. The autopilot report shows what the bot closed on its own, what it escalated and which help article would stop the next hundred questions.
How the order-status bot goes live
Connect your channels
Plug the store chat, email, WhatsApp, Instagram and Telegram into one Botdesk inbox — the setup wizard takes an afternoon, not a quarter.
Give the bot its lane
Create an order-status bot with its own playbook: what it may answer, which sources it trusts, and when it must hand over to a person.
Feed it your knowledge
Point the bot at your help center and internal notes on shipping, carriers and returns — questions it can't answer are flagged so you know what to write next.
Keep people on exceptions
Lost parcels, damaged goods, upset customers — the bot escalates with an AI summary of the whole dialog, so an agent replies in one read.
Built for commerce support, not just chat
1Playbooks
Boundaries you set, answers you approve
Each bot follows a playbook: allowed topics, trusted sources, tone and the exact moment to hand over. You edit it like a document — no code, no consultants — and changes apply from the next conversation.
2Escalations
Humans on the loop, with context
When the bot is unsure — or a customer types "agent" — the thread lands in your queue with an AI recap: what was asked, what was answered, what's left. Nobody re-reads a 30-message scroll.
3Languages
Answers in your customer's language
The bot replies in 50+ languages from the same knowledge base, so "Wo ist meine Bestellung?" gets closed just as fast as the English version — no separate content to maintain.
4Broadcasts
One update instead of a thousand replies
Carrier delayed? Announce it across chat, email and messengers from one draft — the queue never fills up with a question you already answered publicly.
Order-status bot vs hiring for the queue
| Botdesk autopilot | Extra support hire | |
|---|---|---|
| Monthly cost | From $79 for 700 auto-resolved conversations | A salary — plus onboarding and management time |
| Response time at night | Seconds, every night of the year | Depends on the shift you can afford |
| Peak-season scaling | Add 1,000 auto-resolves for $42 when you need them | Recruiting starts weeks before the peak |
| Consistency | Same playbook, same tone, every reply | Varies by person and by hour |
Data stored in the EU
Export or delete customer data on request
14-day free trial
No card required to start
Operators are free
Pay for auto-resolved conversations, not seats
Pricing that follows the work, not the headcount
Solo at $79/month covers 700 auto-resolved conversations and two bots — enough for most single stores. Squad at $189 removes the bot limit and adds Copilot; Fleet at $429 runs up to eight brands. Operators are free and unlimited on every plan.
Get startedAnnual billing saves 20%.
Keep exploring
Questions stores ask before switching
- Will the bot invent delivery dates?
- No. The bot only answers from sources you approve — your shipping policies, carrier updates and help articles. If the answer isn't there, it says so and hands the thread to your team instead of guessing.
- What happens when a customer is upset?
- Frustration, refund demands or a plain "talk to a human" route the conversation to your queue immediately, with the full history and an AI recap attached. The bot never argues with an angry customer.
- Do I pay for the bot's failed attempts?
- You pay only for auto-resolves: conversations the bot actually closed, or Copilot drafts your agent accepted. Escalated threads don't burn your quota.
- How long does setup take?
- Most stores connect channels and launch the first order-status playbook over a weekend. The migration wizard brings your existing help articles in, and the trial gives you 14 days to test on real traffic without a card.