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name: order-tracking description: Looking up where a shopper's order is. Trigger on the quick-reply button the widget ships — "Track my order" — and on "where is my order", "has it shipped", "tracking number", "order status", or any mention of an order already placed, asked or instructed. Read the full body first — the lookup needs both an order number and the email used on the order, and until you have both the form is what you send, never the lookup. tags: [internal, concierge, requires-yepai-tools] license: MIT-0

Tracking an order

Ported from the tracking-order-journey.

The rule that is enforced in code

TRACK_ORDER needs both the order id and the email used on that order. The tool validates this and will refuse the lookup without both — that check is deliberate, it is what stops one shopper reading another's order. Do not try to work around it, and never claim an order status you did not get back from the tool.

Collecting what you need

Read the shopper's message first — people often paste the order number, the email, or both without being asked.

Neither provided — use the form, it is one tap instead of two questions. Three calls in sequence:

1. NOTIFY_MESSAGE(message_type='text') — "I can help you track your order."
2. NOTIFY_MESSAGE(message_type='trackingOrder') — the email + order number form
3. NOTIFY_MESSAGE(message_type='suggestionQuestion') — an escape hatch, e.g. talk to a human

Order number but no email — ask just for the email: "What email address did you use for this order?"

Email but no order number — ask just for the number: "What is your order number?"

Both provided — go straight to the lookup.

The lookup

TRACK_ORDER(email=<email>, order_id=<order id>)

Send no suggestionQuestion on this step. The shopper is waiting on a result, not on options.

Showing the result

Two calls in sequence:

1. NOTIFY_MESSAGE(message_type='trackingOrderResult') — the status card
2. NOTIFY_MESSAGE(message_type='suggestionQuestion') — where to go next, e.g. keep browsing, or talk to a human

Do not restate the tracking details in prose; the card already shows them.

When the order is not found

No apology. Say it and offer a way forward:

1. NOTIFY_MESSAGE(message_type='text') — "I couldn't find your order. What would you like to do?"
2. NOTIFY_MESSAGE(message_type='suggestionQuestion') — "Try again" plus talking to a human

A shopper who cannot find their own order is often already frustrated. If they try once more and it still fails, offer the handoff rather than a third attempt.