Customer Support and Voice AI
AI receptionist for small business: calls, bookings and handoffs
What an AI receptionist does on a real call, the rules that apply, a sample greeting and a pass/fail checklist to launch one safely.
Front Line
AI Order Support Agent
Order status, delivery and change requests get answered and actioned from live order data, inside the limits you set.
Where is my order is the most common question any store gets, and changes like a new address or a cancellation need fast action. This agent answers order status and delivery questions from your live order data, and makes approved changes, such as address updates or cancellations, directly inside the limits you set. Anything outside those limits goes to your team.
- Order status and delivery questions answered from live data
- Address updates and cancellations made inside your limits
- Anything outside your rules handed to your team
$4,900
20–30 working days
Optional maintenance $249/mo
What it is
AI Order Support Agent answers order status, delivery and change requests using your live order data, and makes approved changes such as address updates or cancellations directly, inside the limits you set. Anything outside those limits hands off to your team. Every change is logged on the order.
Why businesses buy it
Order questions are simple, but they arrive in large numbers and they are urgent to the customer. Answering each one by hand ties up staff, and a slow reply on a change request can mean a wrong delivery or a refund. This agent answers instantly from live data and makes the changes you have approved, so customers feel looked after and your team handles only the exceptions. The scope names the order system, change types and limits before you order, so nothing happens outside your rules.
Problems this solves
Where-is-my-order questions take most of the support team's day
The agent answers order status and delivery questions from your live order data on one channel. Customers get the current status straight away, without waiting for an agent to look it up.
Address changes and cancellations arrive too late to act on
Approved changes such as address updates or cancellations are made directly, inside the limits you set. Anything outside those limits hands off to your team.
No one can tell who changed an order or why
Every change the agent makes is logged on the order. Your team can trace what happened, and the test report shows behavior across 50 documented scenarios.
A good fit if
A large share of your support volume is 'where's my order', delivery timing or a requested change.
Your order data lives in a system it can connect to, such as your store platform or helpdesk, with live status.
You have clear rules for what counts as an approved change, such as address updates within a set window.
You want customers to get an answer immediately, without a person looking up the order first.
Not the right fit if
Your questions are general FAQ topics, not tied to a specific order. See AI FAQ Agent, which is scoped and priced for that.
Your questions usually need technical troubleshooting, not order data. See AI Technical Support Agent, which is built for that.
You want one agent covering order questions plus a broader range of support topics from your knowledge base. See AI Customer Support Agent, which is built wider.
Your store runs on Shopify or WooCommerce and shoppers ask in your storefront chat. See Shopify AI Support Agent or WooCommerce AI Support Agent. Choose this build when orders sit on another platform or questions arrive through your helpdesk.
You need more than two connected systems with write access or more than six workflows. Add a note at checkout for a Change Quote, or use our Custom AI enquiry form.
How it works
- It connects to your live order data. Up to two systems with read and write access, such as your store platform and helpdesk, so answers reflect the real order, not a cached export.
- Customers ask in your chat widget or helpdesk. Where's my order, can I change the address, why is it delayed, matched against 10 real sample conversations you provide during intake.
- Status answers come straight from the order record. Tracking stage, expected delivery window and any delay reason, without a person needing to look it up.
- Approved changes are made directly, inside your rules. Address updates, order cancellations or reship requests, only within the limits and approval rules you set at intake.
- Anything outside those limits hands off to your team. With the order and conversation history attached, so nobody asks the customer to repeat the order number.
- Every interaction is tested against 50 documented scenarios. Covering delays, cancellations and change requests, before it ever answers a real customer.
What you provide within 72 hours
Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.
- Admin or API access to your order and helpdesk systems, sandbox or test records if you have them.
- Your rules and playbook for approved changes, such as cancellation windows and address-update limits.
- Ten real sample conversations or emails showing the kind of order questions it should handle.
- The approver named for changes that need a person's sign-off.
- Admin access and API keys for every connected system, shared by adding our team as a user or creating a key you control, never by email.
- Your business information (company basics, hours and brand voice), shared during intake.
- One decision-maker who can approve the finished playbook.
- A rough count of your current help articles, FAQs and saved replies, so we can check there is enough source content to answer from.
- An API key for your own AI model account (for example OpenAI or Google Gemini), created for this build with a spending limit.
The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.
Timeline
Start
Intake verified, order rules and approval limits agreed.
Weeks 1–2
Order data and channel connected, workflows built.
Week 3
Helpdesk and escalation rules connected and tested.
Weeks 3–4
50 documented test scenarios run and reviewed with you.
Week 4
Your review and two rounds of changes.
Go-live
Live, recorded handoff session, 30 days of support starts.
| Option | Delivery time | Price |
|---|---|---|
| Standard | 20–30 working days | $4,900 |
| Express | 15–25 working days | $5,750 |
| Rush | 10–20 working days | $6,600 |
What you receive at handover
- The order support agent deployed in your environment on one agreed channel
- Workflow, prompt and guardrail configuration for up to six workflows with your approval rules
- Connection to up to two order or support systems with read and write access
- Test report covering 50 documented scenarios
- Admin guide, recorded 60-minute handoff session and 30 days of post-launch support
Expected benefits and how to measure them
- Customers can get order updates and simple changes without waiting.
- Change requests can be acted on before an order ships.
- Helps keep a clear record of every change made to an order.
- Order-status contacts handled by staff
- Count order-status tickets your team handles each week in your helpdesk. Compare four weeks before and after launch.
- Change requests completed before dispatch
- Check your order system for address changes and cancellations made before dispatch. Compare the month before launch with the month after.
- Handoff rate
- Use the agent's log to see what share of order conversations needed a person each week.
Before you start: Record a month of order-status and change-request tickets, with how many changes missed the dispatch cut-off.
These are things to track, not promised results. Outcomes depend on your data, your team and your market.
Running costs
The build price is one-time. Running it costs roughly $50 to $250 a month in your own accounts for AI model usage and hosting, on top of your existing CRM or helpdesk plan.
AI usage during the build and testing is billed the same way, in your own accounts, so every provider relationship stays yours.
Ask about running costsCustom requirements
If you need a third connected system, more than six workflows, or order support in more than one language, add a note at checkout for a written Change Quote. Larger or bespoke projects go through the Custom AI request form instead.
Request a custom versionKeep it running
After launch, monthly maintenance keeps the build current as your business changes. It covers monitoring, fixes, model and platform updates, a monthly health report and a monthly allowance of change hours for changes such as an updated cancellation window or a new order status template. It starts after the post-launch support period, bills monthly and can be cancelled any month.
$249/mo (the minimum fee, includes 2 change hours)
Optional. Starts after the post-launch support period. Cancel any month.
How maintenance worksHow this compares
| Do it yourself with a SaaS tool | Hire a custom agency | Upmark Labs | |
|---|---|---|---|
| Price | An order-tracking widget charges a monthly fee per order volume tier | A support agency quotes a monthly staffing retainer | Ours is one fixed price, shown on this page before you buy |
| Scope | A tracking widget shows status only, it can't make changes | An agency agrees scope during the project | Ours is written on the Scope Card, up to six workflows |
| Delivery | A tracking widget can be live in a day but doesn't take actions | An agency usually takes weeks to hire and train | Ours has a fixed delivery time shown before you buy, with faster options |
| Changes | A tracking widget can't cancel or update an order | An agency build depends on what was agreed | Ours makes approved changes directly, inside your rules |
Questions about this product
Does AI Order Support Agent look up real order status?
Yes. It reads directly from your connected order system, so the answer reflects the actual current status, tracking stage and delivery window, not a cached export or a guess. If the data isn't available for a given order, it says so and hands the question to a person.
What does AI Order Support Agent cost to run each month?
Roughly $50 to $250 a month in your own accounts for AI model usage and hosting, on top of your existing store or helpdesk plan. You pay these directly to each provider. Monthly maintenance is optional, and its price is shown on this page.
How fast can AI Order Support Agent go live?
Delivery follows the fixed timeline shown in the delivery panel, counted from a verified intake. Express and rush options are available for a fee. The clock starts once your order system access and approval rules are confirmed, so agreeing your change limits early keeps the build on schedule.
Can it cancel an order or change the address itself?
Yes, inside the limits your playbook sets, such as a cancellation window or which address changes qualify without review. Anything outside those limits hands off to the approver you name, with the order and conversation history attached so nobody has to start over.
Which order and helpdesk systems can it connect to?
Up to two systems with read and write access, typically your store or order platform plus a helpdesk such as Zendesk, Freshdesk or Gorgias. A third connected system is available as an add-on or through a Change Quote if your setup needs it.
Can I add more workflows or change my cancellation rules later?
Yes. Adjusting an existing rule, such as a cancellation window, fits inside the monthly change hours included with maintenance. A third connected system or more than six workflows is scoped and quoted separately as a Change Quote before that work starts.
What if it gets an order detail wrong at launch?
You get two rounds of changes built into the build price, using the 10 sample conversations and 50 test scenarios it was checked against. After delivery you have five working days to flag anything that doesn't match the Scope Card, fixed at no extra cost.
Who owns the order conversation logs it creates?
You do. Every transcript, status answer and change made belongs to your business, stored in your own connected systems. There is no license fee for keeping that history after launch, only optional monthly maintenance if you want ongoing changes made for you.
Guides on this topic
All guides Answer 'where's my order' before it becomes a ticket.
Order the AI Order Support Agent and answer order questions before they become tickets. Change types and limits are agreed in writing before you pay.
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