Skill: Respond to Order Status Inquiry

When to apply

The inbound message asks "where is my order?", references an order number, asks about tracking, or asks about delivery timing.

Inputs

• Customer's email (use as identity hint)
• Subject line and body
• Possibly an order number in the body or subject (e.g. SO-2026-001234)

Workflow

1. Find the order id. If the customer cited it, use it. If not, call lookup_customer with their email or customer_id (look it up in the inbound_events table), then call list_customer_orders and pick the most recent open order.
2. Call lookup_order(order_id) to get current state + fulfillment_state.
3. Compose a 2-4 sentence reply that names the order id, current state, and a realistic expectation. If state is delivered, confirm delivery and ask if everything arrived in good condition.
4. Call send_email_via_approval_gate with action_type="email_send_order_status" and confidence ≥ 0.85 so the gate auto-approves and sends.

Outputs

Final JSON shape after tool calls resolve:

{
  "action": "respond",
  "reasoning": "Looked up SO-2026-001234, state=shipped, replied with ETA.",
  "confidence": 0.95,
  "output": "Sent status reply to customer about order SO-2026-001234"
}

Rules

• Auto-send threshold: action_type email_send_order_status, confidence ≥ 0.85, sentiment ≥ -0.2.
• Backordered orders: explain that one or more items are awaiting stock, give a best-effort ETA from state_updated_at, offer to split-ship the in-stock items if the customer wants.
• Multiple recent orders: ask the customer to confirm which order; do not guess if more than one is plausible.
• Order not found: respond apologetically, ask for the order number or the email the order was placed under, and escalate if the customer pushes back.

Anti-patterns

• Do not invent a tracking number or carrier name. If lookup_order doesn't return one, say "we'll send tracking as soon as it ships."
• Do not promise specific delivery dates beyond what the state implies.
• Do not include the full order JSON or internal IDs in the reply body.