Use case · Order status
“Where is my order?”, answered from Shopify.
The AI answers order-status questions with live Shopify data after verifying the customer. If it can't confirm who's writing, it shares no order details, and anything it shouldn't decide goes to your team with the reason.
Illustration: a customer asks on WhatsApp where order 2087 is. The AI checks that the person writing matches the customer on the order, reads the status and tracking from Shopify, and replies with the tracking link without inventing a delivery date. When the customer asks for a replacement, the AI hands the conversation to customer care with the reason, and a person replies.
Illustrative demo · synthetic data
The problem
The same question, all day, and it still needs care.
Order-status questions are repetitive, but each answer involves someone's order, address and parcel. Speed without checks is a risk.
Tabs between question and answer
Each reply means opening Shopify, finding the order, copying the tracking link and writing it up. Multiply that by every channel.
Privacy in a hurry
A quick answer to the wrong person shares someone else's order. Checking who's writing takes time a busy team doesn't have.
Dates nobody promised
Under pressure, people guess delivery dates. When the parcel is late, the guess becomes a complaint.
How it works in Kanesh
Set it up once; every channel uses it.
No flow needed: order status is part of what the AI agent does when your store is connected. You decide what it knows and when it hands off.
Set up
Step 1: Connect Shopify
The native connection gives the AI read access to orders, fulfilments and tracking, and shows the customer's orders beside the conversation.
Set up
Step 2: Bring your channels into one inbox
WhatsApp, Instagram, Messenger, email and web chat land in the same shared inbox, so the same answer works everywhere.
Set up
Step 3: Upload your shipping policy
Carriers, typical times, what to do when a parcel is late. The AI answers from it and doesn't make up the rest.
AI agent
Step 4: Verify first, then read the order
Before sharing order details, the AI checks that the person writing matches the customer on the order. If it can't confirm that, it doesn't share order details.
AI agent
Step 5: Every reply is checked before it's sent
The draft is checked against your data and rules. A delivery date the carrier didn't give, or a fact it can't back up, doesn't go out; the conversation goes to a person.
Handoff
Step 6: Hand off what it shouldn't decide
Describe the situations that need a person, such as a replacement, a lost parcel or a complaint. The AI hands the conversation to your team with the reason and context.
Your team
Step 7: Your team picks up with the order in view
Assign handoffs to a team, reply with saved replies, and set business hours and SLA targets with alerts.
Illustration: on Instagram, a customer asks for the price difference on a coat that went on sale after she bought it. The AI finds her order and checks the returns policy, which doesn't cover price adjustments, so it hands the conversation to the customer care team with the reason and a summary. Marta from the team picks it up and replies.
Illustrative demo · synthetic data
What you need
What to have in place, and what to expect.
Three connections and a clear handoff rule. Then the AI works on every channel you've connected.
Connections and setup
Shopify
Native connection with read access to orders, fulfilments and tracking.
Your channels
WhatsApp Business Platform, Instagram, Messenger, a support mailbox (Google or Microsoft) and, if you want, the web chat widget.
Your shipping policy
Uploaded to the knowledge base, so answers about times and delays come from your own rules.
A team for handoffs
A team the AI hands conversations to, with business hours and SLA targets.
Good to know
- If the AI can't confirm the person matches the order, it shares no order details. That's deliberate, and some of those conversations will reach your team.
- Tracking and delivery dates are whatever Shopify and your carrier provide. The AI doesn't invent a date the carrier hasn't given.
- The AI reads orders; it doesn't cancel, change or refund them. Those actions stay with your team, in your usual tools.
- The AI replies in Spanish and English.
- On Instagram and Messenger, replies follow Meta's 24-hour messaging window.
What to measure
See the load move, in dashboards you already have.
Dashboard names, not promised numbers. You see your own figures; we don't publish benchmarks.
Support & operations
Open and resolved conversations and how fast your team replies.
AI quality
What the AI answered, what it handed off and why.
Custom dashboards
A view with just the metrics your support lead follows.
Digest by email
An hourly email digest, so the numbers come to you.
Order status questions
How does the AI verify the customer before talking about an order?
What happens when it can't verify the person?
Will it promise a delivery date?
Can the AI cancel or change an order?
Which channels does this work on?
Free diagnosis
See what your conversations are leaving on the table.
We review up to 180 days of your WhatsApp history and send you a written diagnosis within 48 hours. Free, and nothing is connected until we've agreed in writing how your data is handled.