In short: A store running on T-Soft can automate "Where is my order?" questions with Puhera's T-Soft integration. The Puhera chatbot looks up orders through T-Soft, verifies the customer before sharing any order details, and hands the conversation, with its full history, to a live agent for cases like lost parcels or damaged items. Your team stops answering the same lookup all day and focuses on real problems.
Why does "Where is my order?" take up so much time?
An order status question is simple on its own, but it takes the same steps every time. An agent asks for the order details, finds the order in the admin panel, reads the status and relays it to the customer. That loop repeats over and over during the day.
These questions also tend to arrive outside working hours. A customer who orders in the evening and has to wait until morning for a reply may ask again by email, phone and social media, multiplying the workload for your team.
Order status questions are ideal candidates for automation: the answer already exists in your store system, it just needs to reach the right person safely.
The point of automation isn't to take your team out of the loop. It's to let the bot handle routine lookups whose answers already sit in the system, so agents can spend their time on issues that need judgment. An agent helping a customer with a delayed parcel or a damaged item gives a far better experience than one racing through dozens of "Where is my order?" messages at once. A well-built chatbot draws a clear line between those two kinds of work.
How does an order lookup chatbot work?
An order lookup chatbot is an AI assistant that connects to your e-commerce platform, finds the customer's order and shares its status inside the chat. For a T-Soft store, the flow roughly looks like this:
- Intent detection: customers phrase it in many ways, such as "Where's my package?", "When will my order arrive?" or "Has my order shipped?", and the bot recognizes all of them as an order lookup request.
- Customer verification: before sharing order details, the bot verifies that the person is the owner of the order.
- Lookup: once verified, the bot looks up the order through the T-Soft integration.
- Answer: the order status is explained to the customer in plain language.
- Handoff: if the bot can't resolve the issue, the conversation moves to a live agent.
We cover the platform-independent version of this flow in how to automate order status questions.
What does a conversation look like?
This hypothetical example shows how the flow might go at a clothing store:
Customer: What's happening with the order I placed yesterday?
Bot: Let me check. Before I can share your order details, I need to verify that it's you.
Customer: (completes the verification step)
Bot: Thanks, you're verified. Your order is being prepared. I can also share delivery times from our shipping policy if that helps.
The customer starts with one message and gets an answer in a few steps, without anyone on the team opening the panel. If they then ask something else, such as how returns or exchanges work, the bot answers from the policy pages in the knowledge base and cites them. We explain how chatbots handle these questions in general in what is an e-commerce chatbot.
Why does customer verification matter so much?
Order information is personal data. An order can include the customer's name, delivery address, phone number and the items they bought. A bot that skips verification could show those details to anyone who guessed or found an order number.
Verification has three core benefits:
- Privacy: order details are shown only to the person who placed the order. Data protection laws such as Turkey's KVKK also require personal data to be protected.
- Trust: when customers see that their information isn't open to anyone, they're more comfortable asking the chatbot.
- Abuse prevention: it stops someone from harvesting information by trying random order numbers.
Puhera's T-Soft integration includes customer verification alongside order lookup, so we recommend designing the two together when you turn order lookup on. As an extra layer, domain restriction, embed-origin protection and visitor blocking let you control where the bot runs and who can use it.
When should the conversation go to a live agent?
The bot can report an order's status, but some situations need human judgment. Define handoff rules for cases like these:
- The parcel has been stuck at the same stage for a long time, or it's lost.
- The item arrived damaged, incomplete or wrong.
- The customer disagrees about a return or a refund.
- The customer can't complete verification.
- The customer explicitly asks for a person, or their frustration is clearly rising.
In Puhera, the handoff is built with the connect-to-live-agent action on the visual automation canvas. You can trigger it when an intent is detected or when a specific keyword appears. The visitor joins a priority-ordered waiting queue, and the agent sees the full bot conversation before taking over, so the customer doesn't have to explain the problem again. For more on designing this, read chatbot to human handoff.
With the ticketing system on the Enterprise plan, you can turn an order problem that can't be solved right away into a ticket from the conversation, set its priority and assign it to a team member.
What should you check when setting up a T-Soft order lookup chatbot?
Use this checklist before and after launch:
- Add your shipping and delivery policies to the knowledge base. After hearing their order status, customers often ask "How many more days?", and that answer comes from the knowledge base.
- Simplify status wording. The status names you see in your panel may mean nothing to customers, so use the directive to have the bot explain them in plain language.
- Test the verification step. Try a lookup with the wrong details and make sure the bot shares nothing.
- Test your handoff rules. Send a message like "My item arrived broken" and confirm the conversation reaches an agent.
- Plan for after hours. Decide what the bot says when no agent is available; for example, it can collect contact details with a lead capture form and email your team.
- Watch unanswered questions. After launch, regularly review where the bot struggles.
What does Puhera offer T-Soft stores?
Puhera brings order lookup, customer verification and product catalog sync for T-Soft together in one integration. Thanks to catalog sync, the same bot can also answer product questions and recommend products.
- Order lookup and customer verification: automates "Where is my order?" safely. Details on the order tracking chatbot page.
- Catalog sync: your T-Soft product catalog feeds the knowledge base, and the bot cites its source in every answer.
- Live support: a priority queue, real-time messaging with typing and read indicators, and agent capacity and status management. See live chat handoff.
- Revenue tracking: measures purchases of products the bot recommended with SKU-based attribution.
The T-Soft integration is included in the Pro and Enterprise plans. See the T-Soft integration page for full details, or start your 7-day free trial.
Frequently asked questions
Will the chatbot show order details to anyone who asks?
No, and it shouldn't. Puhera's T-Soft integration includes customer verification, so the bot confirms the person owns the order before sharing any details.
What happens if the bot can't solve the problem?
The conversation is handed to a live agent. The visitor joins a priority-ordered queue, and the agent reads the bot conversation before taking over.
Which plan includes the T-Soft integration?
E-commerce integrations such as T-Soft, Shopify and WooCommerce are included in the Pro and Enterprise plans. You can try Puhera free for 7 days with no credit card.