The order status prebuilt component checks a customer's authentication level, then provides information about the user's most recent or past orders to an authenticated customer. This component uses the Retail authentication prebuilt component to authenticate users. The component also uses Generators for post-call summarization.
Limitations
In addition to the common prebuilt component limitations, this prebuilt component has the following limitations:
- This component does not encrypt any data.
Sample dialogs
The following sample dialogs demonstrate common scenarios handled by this prebuilt component. The sample dialogs demonstrate behavior when the component is called using telephony, which triggers the Default Welcome Intent and the first agent response at the start of the conversation.
Recent order
End-user calls from an unregistered number; the agent authenticates the user, then provides detailed information about the shipments in the order. The user confirms that they would like an SMS sent to their registered phone number with additional details.
| User input | Agent response |
|---|---|
| Agent authenticates user using Retail authentication prebuilt component | |
| Okay, John. Are you calling about your most recent order for John Doe containing lamp, shirt and 10 other items placed on 2023-11-10 at 06:00 PM? | |
| Yes | |
| Your order has 2 shipments, which will be delivered by 2024-01-15. Would you like to hear more about these shipments? |
|
| Yes | |
| Shipment 1 containing jeans, belt and 2 other items is in-transit and will be delivered by 2024-01-12. Shipment 2 containing lamp, shirt and 6 other items was delivered on 2023-11-12. Would you like to receive an SMS with further details on your items? |
|
| Yes | |
| We have sent you an SMS with a link to track the status of all your shipments. Thank you for calling us. |
Duplicate orders
End-user has been previously authenticated. The user requests information about an order and provides the last five digits of the order. The agent identifies that multiple orders placed by this user share the same last five digits, so it confirms which order the user would like to hear the status of and provides the order status to the user.
| User input | Agent response |
|---|---|
| Okay, Amber. Are you calling about your most recent order for Amber Doe containing lamp, shirt and other 2 items placed on 2023-11-10 at 06:00 PM? | |
| No | |
| Could you please provide the last 5 digits of your order ID that you want to track? | |
| 12355 | |
| The last five digits of the order ID that we got are 12355, is that correct? | |
| Yes that's right | |
| Great, we are done collecting the order ID. | |
| As per our records, we have found 2 orders ending with the same 5 digits 12355. Which order are you looking for? Order number 1 which was placed on 2023-11-10 at 06:00 PM or Order number 2 which was placed on 2023-11-09 at 08:00 PM? To select order number one say 1, to select order number two, say 2. Else say No. |
|
| Order one | |
| Your order has 2 shipments, which will be delivered by 2024-01-15. Would you like to hear more about these shipments? |
|
| Yes | |
| Shipment 1 containing jeans is in-transit and will be delivered by 2024-01-15. Shipment 2 containing lamp, shirt and 1 other items is cancelled. Would you like to receive an SMS with further details on your items? |
|
| No that's all | |
| Thank you for calling us. |
Naming conventions
This prebuilt component uses the following naming conventions:
| Feature | Format | Example |
|---|---|---|
| Flow | [Component Name] | Order Status |
| Webhook | prebuilt_components_[component_name]:[webhook_action] | prebuilt_components_order_status:get_order_details |
Input parameters
Input parameters are parameters that are used to configure certain behaviors of the component. The parameters will be used by one or more conditions within the flow to determine how the component should behave. Flow-scoped parameters must be set on the start page of the component. Session-scoped parameters may be set either by a calling flow, or on the start page of this component.
This prebuilt component accepts the following input parameters:
| Parameter Name | Description | Input Format |
|---|---|---|
| $session.params.phone_number | (optional) User's local phone number, without the country code, used to identify the user. | string |
| $session.params.all_recent_order_id | (optional) This parameter lists order IDs associated with the authenticated user, sorted by the order placement date in descending order. The first element of the array represents the most recent order. If a user has no orders, the value of this parameter is null. |
List (string) |
| $session.params.email | (optional) The email registered with the account. | string |
| $session.params.user_first_name | (optional) User's first name, used to greet and confirm ownership of the account. | string |
| $flow.max_shipment | Specifies the number of shipments displayed to the user at a time. The default value is 2. |
integer |
| $flow.tracking_status_delivered | Specifies the value returned by the webhook indicating a delivered order status. The default value is "delivered". |
string |
| $flow.tracking_status_cancelled | Specifies the value returned by the webhook indicating a cancelled order status. The default value is "cancelled". |
string |
| $flow.tracking_status_returned | Specifies the value returned by the webhook indicating a returned order status. The default value is "returned". |
string |
| $flow.tracking_status_partially_returned | Specifies the value returned by the webhook indicating a partially returned order status. The default value is "partially returned". |
string |
| $flow.max_retry_alternate_profile | Specifies the number of retries allowed when requesting order status from an unregistered phone number or alternate profile. The default value is 3. |
integer |
| $flow.max_retry_order_number | Specifies the number of retries allowed when providing an order number. The default value is 3. |
integer |
| $flow.max_retry_another_order_id | Specifies the number of retries allowed after providing an invalid order number. The default value is 3. |
integer |
To configure the input parameters for this component, expand for instructions.
- Open the Dialogflow CX Console.
- Choose your Google Cloud project.
- Select your agent.
- Select the Build tab.
- Click the imported component in the Flows section.
- Click the Start Page in the Pages section.
- Click the true Route in the Start Page.
- In the Route window, edit the Parameter Presets values as needed.
- Click Save.
Output parameters
Output parameters are session parameters that will remain active after exiting the component. These parameters contain important information collected by the component. This prebuilt component provides values for the following output parameters:
| Parameter Name | Description | Output Format |
|---|---|---|
| phone_number | User's local phone number, without the country code, used to identify the user. | string |
| all_recent_order_id | This parameter lists order IDs associated with the authenticated user, sorted by the order placement date in descending order. The first element of the array represents the most recent order. If a user has no orders, the value of this parameter is null. |
List (string) |
| The email registered with the account. | string | |
| user_first_name | User's first name, used to greet and confirm ownership of the account. | string |
| transfer_reason | This parameter indicates the reason the flow exited, if it was not successful. The returned value is one of:agent: the end-user requested a human agent at some point during the conversation.denial_of_information: the end-user declined to share information requested by the component.max_no_input: the conversation reached the maximum number of retries for no-input events. See no-input built-in events.max_no_match: the conversation reached the maximum number of retries for no-match events. See no-match built-in events.webhook_error: a webhook error occurred. See webhook.error built-in event. webhook_not_found: a webhook URL was unreachable. See webhook.error.not-found built-in event. |
string |
Basic setup
To set up this prebuilt component:
- Import the prebuilt component.
- Configure the provided flexible webhooks with configuration describing your Dialogflow-external services, see Webhook setup.
Webhook setup
In order to use this component, you will need to configure the included flexible webhooks to retrieve needed information from your external services.
Authentication
If you have not previously configured external services required for authentication, you will need to configure them to enable authentication of users for this component. See Retail authentication webhook setup for detailed instructions.
Get order details
The prebuilt_components_order_status:get_order_details webhook is used
by the component to retrieve order details for a specified order.
API request parameters
The following parameters are provided by the component as inputs to the API request.
| Parameter Name | Description | Input Format |
|---|---|---|
| $flow.order_id | Order ID to retrieve details for. | string |
API response parameters
The following parameters are pulled from the API response to be used by the component.
| Parameter Name | Description | Output Format |
|---|---|---|
| order_date | Date the order was placed, in YYYY-MM-DD format. |
string |
| order_time | Time the order was placed, in HH:MM format. |
string |
| order_status | Indicates status for the order. Example values include "pending", "processing", "in-transit", "on-hold", "cancelled", "delivered", "returned", "partially returned". |
string |
| order_product_name | List of product names within the order. | List (string) |
| order_product_quantity | Total count of the number of products ordered for each product within an order. | integer |
| order_product_count | The number of unique products within an order. | integer |
| order_status_notification | Indicates whether notifications are enabled for this order. | boolean |
| return_eligibility_date | List of dates until which each product within the order is eligible for return, in YYYY-MM-DD format. |
List (string) |
| order_customer_billing_name | First name of the customer's billing name for the order. | string |
| order_latest_delivery_date | The latest delivery date across all estimated delivery dates for the shipments within the order, in YYYY-MM-DD format. |
string |
| order_shipment_multiple | Indicates whether the order contains multiple shipments. | boolean |
| order_shipment_count | The number of shipments within the order. | integer |
| order_shipment_product_count | Total product count in each shipment within the order. | List (integer) |
| order_shipment_product_name | List of the product names in each shipment within the order. | List (string) |
| order_estimated_delivery_date | List of estimated delivery dates for each shipment within the order, in YYYY-MM-DD format. |
List (string) |
| order_shipment_status | List indicating the status for each shipment within the order. Example values include "pending", "processing", "in-transit", "on-hold", "cancelled", "delivered", "returned", "partially returned". |
List (string) |
To configure the Get order details webhook for this component, expand for instructions.
- Open the Dialogflow CX Console.
- Choose your Google Cloud project.
- Select your agent.
- Select the Manage tab.
- Click Webhooks.
- Select the prebuilt_components_order_status:get_order_details webhook.
- Replace the URL in the Dialogflow Webhook URL field with the endpoint for the service you want to integrate with. Select the proper Method in the dropdown.
- Review and update the Request body to form the proper request format for your webhook.
- Review and update the Response configuration to extract specific fields from your webhook's response. Do not modify the parameter names, as these are required by the component to access the returned field values.
- Review and update the Authentication settings as needed.
- Click Save.
Get duplicate orders
The prebuilt_components_retail_services:get_duplicate_order webhook is used
by the component to retrieve detailed information in order to distinguish between
orders when multiple order numbers have the same last five digits.
API request parameters
The following parameters are provided by the component as inputs to the API request.
| Parameter Name | Description | Input Format |
|---|---|---|
| $flow.duplicate_order_id | List containing the last five digits of order numbers shared between one or more orders for the user. | List (string) |
API response parameters
The following parameters are pulled from the API response to be used by the component.
| Parameter Name | Description | Output Format |
|---|---|---|
| all_order_date | List of order dates for duplicate orders with the specified last five digits in YYYY-MM-DD format. Each element in this array corresponds to the same element in the all_order_time array. |
boolean |
| all_order_time | List of order times for duplicate orders with the specified last five digits in HH:MM format. Each element in this array corresponds to the same element in the all_order_date array. |
number |
To configure the Get duplicate orders webhook for this component, expand for instructions.
- Open the Dialogflow CX Console.
- Choose your Google Cloud project.
- Select your agent.
- Select the Manage tab.
- Click Webhooks.
- Select the prebuilt_components_retail_services:get_duplicate_order webhook.
- Replace the URL in the Dialogflow Webhook URL field with the endpoint for the service you want to integrate with. Select the proper Method in the dropdown.
- Review and update the Request body to form the proper request format for your webhook.
- Review and update the Response configuration to extract specific fields from your webhook's response. Do not modify the parameter names, as these are required by the component to access the returned field values.
- Review and update the Authentication settings as needed.
- Click Save.
Send SMS
The prebuilt_components_order_status:send_sms webhook is used
by the component to send order details to the specified phone number using SMS.
API request parameters
The following parameters are provided by the component as inputs to the API request.
| Parameter Name | Description | Input Format |
|---|---|---|
| $session.params.phone_number | User's local phone number, without the country code, used to identify the user. | string |
| $flow.order_id | Order ID to send order details for. | string |
To configure the Send SMS webhook for this component, expand for instructions.
- Open the Dialogflow CX Console.
- Choose your Google Cloud project.
- Select your agent.
- Select the Manage tab.
- Click Webhooks.
- Select the prebuilt_components_order_status:send_sms webhook.
- Replace the URL in the Dialogflow Webhook URL field with the endpoint for the service you want to integrate with. Select the proper Method in the dropdown.
- Review and update the Request body to form the proper request format for your webhook.
- Review and update the Response configuration to extract specific fields from your webhook's response. Do not modify the parameter names, as these are required by the component to access the returned field values.
- Review and update the Authentication settings as needed.
- Click Save.
Enable notifications
The prebuilt_components_order_status:enable_notification webhook is used
by the component to enable notifications for a user's registered phone number.
API request parameters
The following parameters are provided by the component as inputs to the API request.
| Parameter Name | Description | Input Format |
|---|---|---|
| $session.params.phone_number | User's local phone number, without the country code, used to identify the user. | string |
| $flow.order_notification | Indicates whether notifications should be enabled for the user. | boolean |
To configure the Enable notifications webhook for this component, expand for instructions.
- Open the Dialogflow CX Console.
- Choose your Google Cloud project.
- Select your agent.
- Select the Manage tab.
- Click Webhooks.
- Select the prebuilt_components_order_status:enable_notification webhook.
- Replace the URL in the Dialogflow Webhook URL field with the endpoint for the service you want to integrate with. Select the proper Method in the dropdown.
- Review and update the Request body to form the proper request format for your webhook.
- Review and update the Response configuration to extract specific fields from your webhook's response. Do not modify the parameter names, as these are required by the component to access the returned field values.
- Review and update the Authentication settings as needed.
- Click Save.
Complete
Your agent and its webhooks should now be set up and ready to test.