Hello, I have an e-commerce store, and we would like to implement an automated system in our phone system to track the status of orders. Here is the solution we were thinking of:
The customer calls and presses the button to track their order (e.g., 4). The PBX then asks for the order number (e.g., Order No. 3000). If the order exists (it needs to make a request to Shopify’s API), it proceeds to check that the phone number from which the customer is calling matches the phone number on the Shopify order.
Additionally, if the order number does not exist or if it exists but does not match the caller’s phone number, it returns an error.
Once it proceeds, using the tracking API, we would like it to respond with a specific phrase if the order is in transit, state that the order is out for delivery if that’s the case, or mention that there is an issue like a delay and suggest the customer contact us and connect with an operator.
Thank you in advance.