E-Commerce Support Line: Order Status + Human Escalation

Problem: an online store’s support line is flooded with “where’s my order” calls that don’t need a human — but customers who do need a human shouldn’t be stuck in a loop.

What you’ll set up: an agent that looks up real order status from your store’s API, and escalates to a human via webhook when asked.

1. Build an “Order Support” workflow. Prompt asks for an order number or the email used to order, then uses your store’s lookup tool to report status back, and offers to connect the caller to a human if they’re not satisfied.
2. Connect your store’s API as a Custom Integration — a “Get Order Status” action (e.g. GET /orders/{orderId}) set as an in-call action with evaluate-data so the agent can read back shipping status and expected delivery date.
3. Properties tab: capture orderId, email, and a boolean wantsHumanEscalation.
4. Integration tab: add an HTTPS API (Webhook) action pointed at your support ticketing system’s intake endpoint, sending a JSON body such as:

   {
     "event": "escalation.requested",
     "orderId": "${orderId}",
     "email": "${email}",
     "wantsHumanEscalation": "${wantsHumanEscalation}"
   }
5. Deploy to Phone and/or Web depending on where your customers currently reach support.

Result: most “where’s my order” calls are resolved instantly with a live status lookup; the calls that genuinely need a person are pushed into your existing support-ticket queue automatically, with full context already attached.

Related reading

• Custom Integrations — connecting your store’s order API.
• Integration — Webhook
• Properties tab