Order status inquiries from customers tend to be the most frequent queries in the e-commerce world. In Konvo, you can automate 100% of these inquiries.
What is Order Management?
Order Management allows your Konvo AI to check order statuses, shipping information and process requests automatically through Shopify integration. The AI will ask customers for their order number and associated email/phone to make the match and deliver all the information.
Additional Order Management capabilities
📋 Situation-specific information: Configure detailed instructions for particular cases like returns, special fees, or specific shipping policies.
📦 Contextual responses: Automatically analyzes tags and metadata of products in each order to provide more precise responses (e.g., special timing for pre-orders).
📍 Real-time tracking: Scans tracking links from external carriers (DHL, UPS, postal services, etc.) to get updated information beyond what Shopify shows.
Step 1: Activate Order Management
Go to Konvo AI > Skills Library and activate Order Management.
With this, your AI will automatically be able to process order statuses by asking customers for their order number and email or phone associated with the order. By making this match, your AI can provide order information to the customer.
Step 2: Configure additional information
In the "Additional Information" section, add all order-related policies: shipping costs, returns, cancellations, and shipping addresses.
Examples of what to instruct:
"If a customer wants to return, remind them they have 30 days from delivery and share them the returns link so they can process it {link}"
"Shipments to remote islands may take 1-2 additional days due to logistics"
"For products with 'pre-order' tags, explain they ship when available (2-3 weeks)"
"Free shipping applies to orders over $50"
💡 Important: If you have this information in Custom Answer, you need to move it to Order Management function because Order Management has specific context about orders and will be more accurate.
Step 3: Set up advanced functions
Enable "Edit shipping address" or "Cancel order" if you need AI to modify orders directly in Shopify.
⚠️ Important: If you use external logistics systems, contact the Konvo team before enabling editing functions, as changes only apply in Shopify and may not be reflected in your system.
When you publish, your AI will automatically start managing customer order inquiries.