Take the busiest question off your team's desk
On most online stores, "where is my order?" is the question that comes back every day, and it rarely needs a person: the answer is already in your PrestaShop back office. Someone on your team opens the order, reads the status, copies the shipping number and pastes it into a reply. AI SmartTalk does that lookup in the chat, at any hour, in the language the customer writes in.
The agent reads orders through your store's webservice, with a key you create and can revoke at any time. It never relies on what a visitor claims: a customer signed in to your store is recognised automatically, and anyone else first confirms their email address with a code sent to that inbox. From then on, every search is limited to that customer's orders. If you also set up the parcel-tracking integration, the agent can add the carrier's latest status to the shipping number.
What the agent does
Finds an order from what the customer has
Customers rarely remember the same identifier. The agent accepts the order reference from the confirmation email, the order number or the invoice number, and looks it up among that customer's orders.
Lists recent orders
When the customer only says "my last order", the agent lists their latest orders — five by default, up to twenty — with the date, the status, the total and the products, so the customer can point to the right one.
Reads the details that matter
For a single order the agent reads the current status, the order date, the payment method, the product lines with quantities and prices, and the shipping, invoice and delivery numbers and dates recorded in PrestaShop.
Adds live carrier status
With the parcel-tracking integration switched on for your carriers, an order that has a shipping number is followed up with the carrier's latest tracking events, so the customer gets more than a number to copy.
Keeps every customer to their own orders
Searches are always scoped to the customer identified in the chat, across the store accounts that share their email. A reference that belongs to someone else gets the same answer as a reference that does not exist, so order numbers cannot be probed.
Follows up on status changes
The module can send PrestaShop events such as an order status change, a payment received, a return request or a refund to AI SmartTalk. A SmartFlow workflow can then react, for example by emailing the customer when an order ships.
Set it up
- 1
Install and connect the module
Download the AI SmartTalk module as a ZIP from your dashboard, upload it in Modules → Module Manager → Upload a module, then open it and click Connect to link the store to your assistant.
- 2
Create a webservice key
In Advanced Parameters → Webservice, enable the webservice and create a key with read access to orders, order details, order states, order histories, customers, products and languages.
- 3
Give the key to AI SmartTalk
Enter your store's API URL and the key in the PrestaShop integration of your assistant. The order tools are only offered to the agent once these credentials work.
- 4
Add carriers and policies
Optionally connect the parcel-tracking integration and select your carriers, add your delivery and returns policies to the knowledge base, then ask about one of your own orders in the preview.
Honest limits
What it does not do
The agent only reads orders. It does not change an order status, cancel an order, issue a refund or edit an address in the chat; those requests go to your team through human handoff. Order lookup needs a working webservice key: connecting the module alone is not enough, and on a setup with several stores, each store needs its own key. Live carrier status depends on the parcel-tracking integration and on the carrier you select; without it, the agent gives the shipping number recorded in PrestaShop. A visitor who cannot confirm the email address used for the order cannot see it.
Frequently asked questions
Can a visitor see an order just by typing its reference?
No. The agent first identifies the customer, either because they are signed in to your store or through a code sent to their email address, and then searches only among that customer's orders.
Which permissions does the webservice key need?
Read access to orders, order details, order states, order histories, customers, products and languages. You can revoke or regenerate the key from your back office at any time.
Does it give live tracking from the carrier?
Only with the parcel-tracking integration, configured for your carriers. Without it, the agent gives the order status and the shipping number stored in PrestaShop.
Which PrestaShop versions are supported?
The module installs on PrestaShop 1.7, 8 and 9. You need administrator access to the back office to install it and to create the webservice key.
What does it cost?
The module is free to install. You pay for your AI SmartTalk plan, from €9.90 per month, with a 30-day free trial. The parcel-tracking integration is an add-on.
Sources
More solutions
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