Find Missing Order Information with the Locate Order Number Support Skill

Find Missing Order Information with the Locate Order Number Support Skill

Introduction The Locate Order Number Support Skill enables your AI assistant to help customers who can't remember or find their order number. This intelligent capability recognizes when customers need help locating their order information and guides them through a verification process to retrieve the correct order number—without requiring human intervention. By automating this

common support request, you can reduce support tickets and enhance other support skills that require order numbers to function. How the Locate Order Number Support Skill Works

When a customer indicates they can't find their order number, your AI assistant

Recognizes the request to locate an order number

1. Asks for primary identification information (typically email)
2. If needed, requests secondary verification (phone number, zip code, or address)
3. Searches your order database using this information
4. Provides the customer with their correct order number
5. If multiple orders exist, presents the most recent one by default
6. Setting Up the Locate Order Number Support Skill

Access the Support Skills section

1. Navigate to your Rep AI dashboard

Select "Support Skills" from the navigation menu Find the "Locate Order Number" card Enable the feature

1. Toggle the switch to turn on the Locate Order Number Support Skill

Click the "Settings" button to configure your preferences Configure your settings

1. Primary Identification Method: Choose how customers will primarily identify themselves

(Email is the default)

Secondary Identification Method: Optionally add a second verification method

Phone number Zip code Address Enable or disable the Secondary Identification toggle based on your security requirements Save your settings

1. Click "Preview" to test your configuration with a sample conversation

Click "Save" to activate your configured settings Benefits of Using the Locate Order Number Support Skill Reduce Support Volume: Automate a common customer service request

1. Enhance Other Support Skills: Improve the effectiveness of order-related support skills
2. Improve Customer Experience: Provide instant, 24/7 access to order information
3. Increase Self-Service: Enable customers to solve their own problems without human
4. assistance

Secure Verification: Ensure proper customer identity verification before providing order

1. information

Troubleshooting Why isn't my Locate Order Number Support Skill working? Verify that the skill is toggled ON in your Support Skills dashboard Ensure your e-commerce platform is properly integrated with Rep AI Check that your verification settings match the customer data you collect Why can't the AI find my customer's order number?

Confirm that the customer's information matches what's in your order database Verify that the customer is providing the correct email or phone number Check if there are any integration issues between Rep AI and your e-commerce platform Can I customize how the AI asks for verification information? Currently, the standard policy follows a predefined flow

• Expert Zone eligible tiers can use Custom Policy to tailor the verification process

Getting Help If you need additional assistance with the Locate Order Number Support Skill, contact our support team through your Rep AI dashboard or visit our knowledge base for advanced configuration guides.