Overview
Detect WISMO intent, look up recent orders, and send a status card—escalate gracefully if at-risk.
Problem
Agents spend time fetching order status and copying tracking info; customers wait.
Solution
Chat Core’s decision pipeline detects WISMO, invokes a Shopify actor to fetch status, and replies with a structured card. Exceptions auto-trigger handoff with the right macro.
How it works
Configure the Shopify connector and a WISMO route; include negative sentiment and exception keywords to escalate; surface refund/reship macros in the handoff contract.
Who is this for
Support Operations
Ecommerce Manager
Expected outcomes
- Deflect repetitive WISMO requests to automation
- Faster answers with fewer agent touches
Key metrics
WISMO auto-resolution
Baseline
0 %
Target
70 %
Avg WISMO handle time
Baseline
180 seconds
Target
30 seconds
Gallery
Downloads & templates
Case studies
D2C Apparel deflects 72% of WISMO
Automated order lookups shrank queue length by 30%.
Retail SMB NA
Security impact
- Order metadata (IDs, shipping status, last4 of address), masked where configured · PII: yes (customer identifiers)
Compliance
- GDPR (purpose limitation & masking)
- SOC2 (confidentiality)
Availability & next steps
Team
Business
Enterprise