Order help

Order help lets your agent look up a customer's order in your store while they chat: its status, what is in it, where it is going and the tracking number. It is part of the Live data group on Growth and up.

Open Capabilities, then Order help.

Connect your store

Order help reads orders from your WooCommerce store. If it is not connected yet, choose Connect WooCommerce in the panel and approve the connection on your store.

Shopify works the same way once our Shopify app is allowed to read orders. Until then, a Shopify store shows as connected but Order help says it cannot read orders yet.

How customers are checked

Your agent asks for the order number and the email address used on the order, and only answers when both match that order. A wrong email gets the same answer as an order that does not exist, so nobody can learn about someone else's order by guessing numbers.

On WhatsApp, if you messaged the customer about an order (for example a shipping update), their WhatsApp number can stand in for the email when it matches the phone on the order.

Shipping address changes

Switch on Let customers change a shipping address to let your agent change the address on an order that has not shipped yet (pending, processing or on hold).

1. The customer asks to change the address and gives the order number, their email and the new address.
2. Your agent checks the order and reads the new address back.
3. Only after the customer confirms in their next message does it change the address, and it adds a private note to the order so your team can see the change came from the chat.

Address changes are available for WooCommerce stores, in text chats only.

Good to know

• While Order help is on, every reply runs on GPT-4.1 so your agent can check the store whenever someone asks.
• Your agent reports exactly what your store returns. It never estimates a delivery date the store did not give.
• Looking up orders does not count towards your monthly Your API runs.