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Order tracking
Customers ask for an order status; the agent answers from your fulfillment API.
Tracking-API aware
The agent calls your fulfillment API on demand. No manual lookup, no stale info.
Proactive updates
Opt-in shipped / out-for-delivery / delivered notifications, sent on the customer's preferred channel.
Returns and exchanges
The agent walks the customer through the returns flow and creates the RMA in your backend.
Failure escalation
Stuck-in-transit packages get flagged for human review automatically.
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