When a shopper asks about one of their orders, Aide can now show the answer as a card under its reply instead of spelling it out: a tracking card for "where is my order?", and an order card for what was in an order, what it cost and where it stands.
How it behaves
- "Where is my order?" for an order that has shipped: Aide shows a tracking card with the carrier, tracking number, expected delivery (or the delivery date once it arrives), the shipment's progress oldest first, and a link to the carrier's tracking page.
- "What did I order?" / "How much did I pay?" / "What's the status?": Aide shows an order card with the order number, the date it was placed, each item with its picture, variant, quantity and price, the total, and the payment and fulfilment status. When the order has shipped the card has a Track link.
- Short replies: when a card shows the details, Aide's text stays brief and doesn't repeat them.
- Only for verified orders: cards appear only for orders the shopper has verified in the conversation (signed in, or looked up by email and order number). Otherwise Aide asks them to verify first, as before.
- Order not shipped yet: no tracking card; Aide answers in text or shows the order card.
- At most one of each: a reply carries at most one order card and one tracking card.
Also in this change
- The tracking card no longer shows a "Notify me" button: it didn't do anything.
- Agents see the same order and tracking cards under Aide's replies in the dashboard conversation thread.
For developers
- Widget SDK: new
order_cardmessage block ({ kind: 'order_card', order: OrderCard }) withOrderCardandOrderCardItemtypes. Additive; existing blocks are unchanged.