Status from the record
Paid, packed, shipped, out for delivery, delivered. The agent quotes the state the order is in, with the source behind it, instead of a paragraph that is true for nobody.
Orders
“Where is my order?”, answered from the order itself.
The most repeated question in commerce does not need a script. Put tracking on a Smart Board whose agent reads the order record and answers with the real state of it.
The order is the source, not a canned reply.
Exceptions stay visible
A missing package, a wrong item, a delivery the carrier delayed. Those conversations stay on the board in their column so a person can take them with the order and the thread together.
One board per fulfilment job
Tracking, returns, and wholesale need different knowledge and different hand-offs. Each gets its own board, so support does not answer with the warehouse script.
Connect the order, then the conversation.
01
Point the board at the order source
The system of record you already run — a sheet, an ERP, a store. The agent answers from that, and you see the source on every reply.
02
Name the columns after the life of an order
Asked, located, in transit, delivered, exception. The objective is a customer who knows where the order is, or a person holding the exception.
03
Set when a person must step in
Lost in transit, a refund, a change of address after dispatch. Those are hand-offs, not guesses, and they land on the board with the order attached.
A few things you might be wondering.
What if the order system is down?
The agent does not invent a status. It says it cannot see the order and moves the conversation to your team, with the customer's details already on the card.
Can it share a tracking link?
If the order record has one and you permit that action. Links come from the record, not from a template that goes stale.
How does it know which order the customer means?
From the number, the phone, or the last order on that chat — the identifiers you already use. When two orders could match, it asks rather than picking one.
Will it promise a delivery date it cannot keep?
Not if you forbid it. Guardrails cover what it may quote from the record and what a person must confirm.
Does this work for returns as well as tracking?
Yes, on its own board, with its own knowledge and its own objective. Mixing returns into the tracking board is how the wrong policy gets quoted.
Start today
Answer the question you answer all day.
The order record on a board, an agent that reads it, and a person one switch away.