Creating a Where Is My Order (WISMO) AI Voice Agent with Shopify AI Actions

This guide walks you through setting up a Where Is My Order (WISMO) configuration using an inbound AI Voice Agent and the Shopify Get Order Details AI Action. 

To bring this to life, we will use the following use case: a customer calls in, the AI Voice Agent retrieves and provides their order status, and if the order cannot be located, the call is transferred to a representative.

This setup automates routine order-status calls, giving customers immediate answers on product name, order status, payment status, and shipping details, while reducing wait times and freeing your reps to focus on higher-value work.

How it works

Regardless of the use case, this foundation can be adapted to suit virtually any scenario. For our WISMO use case, a typical call flow looks like this:

1. The customer calls the company phone number for an order status update.
2. The AI Voice Agent greets the customer and asks for their order number, along with either the phone number or email address associated with the order, for verification.
3. The AI Voice Agent queries Shopify using the Get Order Details AI Action to find a matching order.
4. If the order is found, the AI Voice Agent shares all available information within the parameters of the action.
5. If the order isn't found, the AI Voice Agent asks the caller for the email address associated with the order and tries again.
6. If the order still can't be located, the AI Voice Agent informs the caller and transfers them to a representative.

Before you start

This guide assumes:

• You have an active Shopify store with existing orders and customer data.
• You have an active Shopify integration on the Aircall Dashboard.
• In Shopify, the customer's phone number and email address are stored in the phone and email fields respectively, and both fields are present on the order object. 

Note: The field structure described above applies to this use case. Your object structure may differ depending on your Shopify setup.

Step 1: Activate AI Actions

Enable AI Actions on the Shopify integration you want to connect to your AI Voice Agent.

Steps:

1. From the left-hand navigation menu, go to Aircall Dashboard > Integrations & API.
2. Find and select your existing Shopify integration.
3. Click the AI Actions tab in the top navigation bar.
4. Enable Get Order Details under AI Voice Agent.

Step 2: Create your AI Voice Agent

Next, create your AI Voice Agent. For this step, we will use the automated Agent Builder tool, which allows you to describe the desired behavior of your AI Voice Agent in plain language. You can also incorporate call transcripts, which lets the tool surface your most relevant past calls and use them to inform the AI agent's configuration.

Note: Agent Builder is a quick-start tool. You'll still need to review and edit the agent afterward. It does not configure transfer rules or AI Actions, both of which are covered later in this guide.

Note: Using call transcripts to build your agent requires at least 300 calls in your account. If you prefer, you can create your AI Voice Agent manually instead.

Steps:

1. Navigate to AI Agents > AI Voice Agents from the left-hand navigation menu.
2. Click Create an AI Voice Agent and select Inbound.
3. Describe what you want the agent to do in plain language. For example: "Create a friendly customer support agent that helps customers check on their order status."

Tip: Add further detail to your prompt to make it more specific to your business or use case.

Step 3: Configure your AI Voice Agent

Now that the AI agent is created, it must be configured. If you used Agent Builder, the basic configuration will already be populated, but you should still review each of the following:

• Agent Profile: sets the agent's core identity.
• Company Information: defines how the agent refers to your business.
• Knowledge Base: the information the agent uses to answer caller questions.
• Call Script > Greeting & Farewell Messages: the messages callers hear at the start and end of a call.
• Call Script > Conversational Guidelines: shapes how the agent conducts the conversation, including tone, phrase responses, and boundaries. Example: “If you cannot answer a general FAQ question, inform the customer and direct them to check our online help centre”

Tip: At a minimum, add knowledge base sources relevant to orders, shipping, and returns so your AI Voice Agent can answer FAQs beyond the caller's order status.

Tip: Example conversational guideline: "If you cannot answer a general FAQ question, inform the customer and direct them to check our online Help Centre."

For the WISMO use case specifically, you'll also need to configure Transfer Rules and AI Actions.

Transfer rules

Transfer rules define how and when a call is escalated to a live rep if the AI Voice Agent can't help.

Note: If you don't want your agent to transfer calls to a rep or team, you can skip this step. Transfer is disabled by default on new agents.

Steps:

1. Navigate to Call Transfer Rules in the agent's left-hand navigation menu.
2. Toggle on Allow AI Voice Agent to escalate the call.
3. Select Help First, transfer only when it's clear the AI Voice Agent is unable to help. This aligns with the WISMO use case, escalating to a rep only when the order can't be found using the phone number or email address provided by the caller.

AI Actions

Add the Shopify AI Action to your agent.

Steps:

1. Navigate to AI Actions in the agent's left-hand navigation menu.
2. Click Add action.
3. In the side panel, open the dropdown and select Shopify > Get Order Details.

Once added, the Edit action panel shows how the action is configured, in three parts:

• Preset instructions: the action's default behavior out of the box, including identity verification, handling partial matches, and how to proceed when a caller's details don't exactly match what's on file in Shopify.
• Intake information: the fields the agent collects before performing the lookup. Order name or number is required, and the agent must also collect at least one identifier (phone number or email address) to ensure accurate matching and prevent unintended data exposure.
• Information available to use: what the action returns once the lookup is complete. Click the information icon for a full breakdown of the available fields, since you'll need this for the next step.

4. Click Save Action.

AI Actions conversational guidelines

This is where you define which order details the agent should share with the caller, and which to leave out. Use the example below as a starting point, adding or removing lines to suit your needs.

Tip: Refer back to the Information available to use section of the Edit action panel for the full list of available fields.

##Delivering the Result
- If the order is found: when delivering the result, read out the following in this order if available:
  - order name
  - product name
  - quantity
  - fulfillment_status
  - tracking_company
  - tracking_number
- Never provide the following information regardless if asked:
  - tags
  - tracking_url

Step 4: Test your WISMO agent

Once everything is configured, test your agent thoroughly using the Test call panel on the right-hand side of the agent editor before activating it in your call flow. This test will let you simulate a real call experience, but will not fire any call activity in Shopify as it is not a real call.

Run through three scenarios:

• Happy path: correct order number and matching identifier, everything resolves as expected.
• Fuzzy path: vague or partially incorrect details, to test how the agent handles uncertainty.
• Unhappy path: wrong order number, wrong identifier, and anything else that could go wrong on a real call.

If you encounter unexpected results, identify the issue, make the necessary adjustments, and repeat until you're confident the agent is ready to serve customers.

Step 5: Activate your WISMO agent

Add your configured agent to the call flow of the number where you want it to handle requests.

Steps:

1. Go to Aircall Dashboard > Numbers in the left-hand menu.
2. Select the relevant number.
3. Click Edit in the top right corner to open the call flow editor.
4. Click the + icon to open the widget menu and select AI Voice Agent.
5. Select your configured WISMO agent.
6. If your agent is set up to transfer calls, click the + icon under Fallback transfer, select Ring to, and add the relevant user or team.

Note: Where you place the agent in your call flow depends on your use case, for example as a first touch, a dynamic voicemail, or out-of-hours support.