Can I change my delivery address?
The address can be changed before the order leaves the warehouse. Contact customer service and we will help you check what applies to your order.
Published article · General rules, no customer dataAI agent, chatbot and live chat The same knowledge. A dialogue.
The AI agent in the chat goes through the reviewed knowledge and, when the customer is identified, their orders and deliveries. Then it answers directly. When that is not enough, the conversation is handed to a team member who sees what has already been said.
Short answer
In Supportifier's chat, an AI agent answers customers directly from the reviewed knowledge base and, for identified customers, their orders and deliveries in connected systems. When the material is not enough it says so and hands over to a team member in live chat, who sees the whole conversation. Outside opening hours the contact options are shown instead of a queue, and the question can be sent as a ticket. What is handed over, with which context, is decided during the rollout.
In the conversation
INTERACTIVE EXAMPLE · No question is sent. No customer data is fetched.
Before contact
The answer is where the customer looks.
A public help centre with searchable articles and categories. Customers find published knowledge without starting a conversation.
Self-service on your own website.
Read about the help centre The same question in all five views:Can I change my delivery address?Before a ticket is sent
A form that actually helps.
As the customer describes their question, relevant help from the same knowledge base appears. The option to contact a person remains.
Help first. A ticket when it is needed.
Read about the AI form The same question in all five views:Can I change my delivery address?In the conversation
The same knowledge. A dialogue.
The chat answers from the reviewed knowledge. When that is not enough, the conversation can be handed to a team member, who sees what has already been said.
A person takes over — without the customer starting again.
Read about AI and live chat The same question in all five views:Can I change my delivery address?When the team is needed
A ticket. Not a restart.
The team member works from the same knowledge foundation. Relevant ticket information and an AI draft help the team take the question further.
Review the material. Help with what remains.
Read about the inbox The same question in all five views:Can I change my delivery address?After contact
The customer sees their own ticket.
In the customer portal, customers follow their tickets, the status and the conversation behind a login. Internal comments and AI drafts are not shown here.
The customer does not have to ask where things stand.
Read about the customer portal The same question in all five views:Can I change my delivery address?On your websiteEXAMPLE DATA
Help centreOpen to everyone
What do you need help with?
Can I change my delivery address?Search example
OrdersDeliveryReturns
Contact customer service
We will help you on.
An AI form on your website. Try it with a ready-made example question.
Your question · Example
Hi! I accidentally entered my old address. Can I change it?
An ordinary contact option remains. This is not a booking form and sends no ticket.
Your customer serviceAI and live chat · Example conversation
Can I change my delivery address?
Answer from the knowledge base
The address can be changed before the order leaves the warehouse. To check your particular order we first need to identify you and fetch the order status.
InboxAwaiting a team member
Incoming email · Example
Delivery address change
Context for the team
The customer wants to change the delivery address. For a personal answer the team needs to identify the customer and check order status.
AI support · For review
The address can be changed before the order leaves the warehouse. Check the customer's order status before confirming that the change can be made.
Customer data: needs checkingNo address has been changed and no answer has been sent. Handover and available context depend on the flow you roll out.
My ticketsSigned-in customer
Your tickets
Open tickets- Delivery address change#4182 · Updated todayWith customer service
- Invoice for order 55120#4166 · Updated last weekResolved
The conversation in ticket #4182
You
Hi! I accidentally entered my old address. Can I change it?
Customer service
The address can be changed before the order leaves the warehouse. We are checking where your order is and will reply in this ticket.
The customer portal shows the customer's own tickets. Internal comments, AI drafts and other customers' tickets are not shown here.
The same knowledge sourceDelivery address changeRead the source
Delivery terms: The address can be changed before the order leaves the warehouse.
One reviewed rule is used in all five examples. The public help centre shows published content only. Internal instructions and personal customer data are not public.
Different ways in — not five steps the customer has to pass through.
01
A chatbot that answers from your knowledge.
The answer in the chat comes from the same reviewed articles the help centre shows. That makes the chat answer the way the team would, and lets it say so when the question is outside the material.
- Grounded answers
- The AI agent answers from what the knowledge base covers. When customers ask about their own order, it fetches order status and tracking from connected systems once the customer is identified, and says so instead of guessing when the detail is missing.
- Follow-up questions
- The customer can ask a follow-up in the same dialogue. If the answer is that a team member needs to look into it, the chat says so.
- Only does what you switched on
- For an identified customer the chat can cancel an order that has not shipped, open a return or issue a discount code as compensation, but only the actions you have explicitly switched on. Everything else goes to a person.
02
A person takes over. Without the customer starting over.
When the chat is not enough, the customer can ask for a team member, who takes over the same conversation and sees all of it, including what has been checked and what has not. The customer does not repeat themselves.
- During opening hours
- The customer is queued and a team member takes over the conversation in the chat. The offer is shown only when live chat is switched on and someone is available.
- Outside opening hours
- The contact options are shown instead of a queue: send the question as a ticket, read the answer in the help centre or call during opening hours. A ticket lands in the inbox with the whole chat as material.
03
Live chat and AI in the same box.
The chat is one surface, not two. The AI answers first on what it can, and a team member takes over when needed. The same widget on your website does both, and the same knowledge base sits behind it.
04
You set the boundaries.
Which questions the chat may answer, when it should hand over and what should follow to the team member are decided together during the rollout. Automatic handling is used only within the scope and with the controls you have decided on.
05
Common questions
Can the chatbot give wrong answers?
A chatbot that answers freely can make things up. Supportifier's chat answers from the reviewed articles in the knowledge base and, when the customer is identified and a connection exists, the customer's own details. It says so when the material is not enough instead of guessing. You review the content it answers from, and a team member can always take over.
What happens when no team member is available?
The contact options are shown instead of a queue: the customer can send the question as a ticket, read the answer in the help centre or call during opening hours. A ticket lands in the team's inbox with the whole conversation as material. Opening hours and options are decided during the rollout.
Does the team member see what the customer already wrote?
Yes. When a team member takes over the conversation they see all of it, which rule the chat has shown and what has not been checked, for example order status. The customer does not have to start over.
Can the chat retrieve the customer's order status?
Only if a connection to your business system is part of the rollout and the customer is identified. Without that, the chat answers with the general rule and leaves the personal answer to a team member. Reading order status and changing an order are also two different permissions.
Do we need an English and a Swedish chat?
No. The chat, help centre and form are available in Swedish, English, Norwegian, Danish, Finnish and German, and the widget follows the language of the page it sits on. Answers come from the knowledge base, so which articles should exist in more languages is something we go through during the rollout.
Next step
Start from your everyday work.
Tell us which question takes time today. We go through what a first step could look like.
A clear first step beats a big promise.
See how the knowledge work, the review and the first channel fit together.
How the rollout worksRead more
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