When a store is connected, order information travels with the customer. This article explains where agents see it and how AI Agents use it.
- Your store sends an order event (created, paid, shipped, cancelled) or an abandoned cart to HueChat.
- HueChat matches the customer to a contact by phone or email, or creates the contact when Create/update HueChat contacts is on.
- With Attach order context to contact turned on, the order details are saved on the contact.
- If the action for that event is Open conversation, Send WhatsApp template or Create deal + send template, a conversation opens in the inbox you chose under Routing and deals, and the mapped template is sent.
- Open the conversation and look at the contact panel on the right. Contact details, labels, notes and the attached order context appear there. Choose View contact to open the full contact page with the conversation history.
- Conversations created by an order event start with the order message, so the agent knows which order is being discussed.
- Deals created from orders or carts appear in Deals, in the pipeline and stage you chose.
Screenshot: a conversation with the contact panel showing recent order details
- The E-Commerce template gives an AI Agent order tracking, return processing and product information capabilities, with actions such as track order and initiate return, and a handoff rule for refunds or disputes. It asks for the name, email and order number when they are missing.
- The AI Agent answers from the order context attached to the contact and from your knowledge sources. It does not change orders in your store unless an action is enabled for it.
- Guardrails such as "no unauthorised refunds" stop the agent from promising money back. It hands the conversation to a human instead, and the contact panel shows Handed Off.
¶ Looking up an order by hand
If the customer gives an order number that is not on the contact, search your store admin and add a note to the contact or the conversation. From then on the store integration attaches new events automatically.
- Orders placed before the connection are not imported. Only events after connecting are attached.
- The fields shown depend on what your store sends in its events. Exact fields may differ by store and by plan.
- Disconnecting the integration keeps existing notes and conversations but stops new order context.