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The Order tracking skill helps your AI agent answer questions about orders in a connected store. Configure how it asks for order details and presents available status information. Test with an approved order and compare the reply with the actual record.

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Prerequisites

  • You have a saved AI agent and know how to add and enable a skill.
  • The intended commerce source is connected and contains the test order. For Shopify connection steps, see Shopify.
1

Open Order tracking

  • Open your agent in AI Studio > AI agent studio, then select Skills.
  • Under Commerce, add Order tracking if it is not listed, then open its card.
  • Review the selected commerce platform and store connection.
  • If the page asks you to connect bitCRM for Shopify order history, complete that connection before testing those orders.
2

Describe how to answer order questions

In Instructions, explain what to ask when the order cannot be identified, how to present status information, and what to do when tracking information is missing.Use Improve instructions to refine your wording, or Revert instruction to original to restore the default instructions. Review the text before saving.
3

Save and enable the skill

  • Select Save skillset when the unsaved-changes bar appears.
  • Return to Skills and confirm that Order tracking is enabled.
4

Verify the order and reply

  • In the Playground, use an approved test customer when customer context is required.
  • Ask about a known test order and compare the status, tracking link, and any delivery estimate with the store’s actual record.
  • Also test missing order details and an order that cannot be found. Check that the agent asks for clarification instead of inventing a status.

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Use example instructions

These examples are guidance for the reply. Asking for details in a prompt does not create an additional authentication mechanism.
When a customer asks where their order is, use the available order information. If the order cannot be identified, ask for the order number and the email address or phone number used at checkout. Share only details that match the customer’s order. State the current status plainly, and include a tracking link or delivery estimate only when it is available in the record. Do not invent an arrival date or share another customer’s order.

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Troubleshooting

  • The order is not found: check the selected store, order details, customer context, and any connection warning on the skill page.
  • The status appears wrong: compare it with the actual store record and keep the example conversation for support.
  • You need the agent to create an order: configure AI ordering separately.