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 and live chatThe same knowledge. A dialogue.
The chat answers from the reviewed knowledge, not from a guess. When the knowledge is not enough, the conversation can be handed to an agent who sees what has already been said. The customer does not have to start over.
Short answer
Supportifier's chat is an AI chatbot for customer service that answers from the company's reviewed knowledge base. When the material is not enough it says so and hands over to an agent 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 to the inbox. Which questions are handed over and what context follows is decided during the rollout.
In the conversation
INTERACTIVE EXAMPLE · No question is sent. No customer data is fetched.
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 an agent, who sees what has already been said.
A person takes over — without the customer starting again.
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 an agent
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 chat only answers what the knowledge base covers. A question about this particular customer's order requires customer data in the right context, and the chat says so instead of guessing.
- Follow-up questions
- The customer can ask a follow-up in the same dialogue. If the answer is that an agent needs to look into it, the chat says so.
- Nothing is sent automatically
- The chat changes nothing in your systems. An address change or a refund requires a person, or a flow you have explicitly approved.
02
A person takes over. Without the customer starting over.
When the chat is not enough, the customer can ask for an agent. The agent 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 an agent 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 the agent 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 agent 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 only answers from the reviewed articles in the knowledge base, and says so when the material is not enough instead of guessing. You review the content it answers from, and an agent can always take over.
What happens when no agent 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 agent see what the customer already wrote?
Yes. When an agent 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 an agent. Reading order status and changing an order are also two different permissions.
Do we need an English and a Swedish chat?
The chat answers from the content of the knowledge base. Which languages to support and how articles should exist in more languages is something we go through during the rollout, based on which customers you have.
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
Our articles are written in Swedish.
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