Feature Use Case
How do custom actions help with delivery orders?
Custom actions let your Chatref AI agent handle delivery order modifications directly in the chat. Instead of linking to a help page, the agent can collect the order number, look up the order, and update the delivery address, reschedule, or trigger a replacement - all without a human touching a ticket. This cuts resolution time and keeps customers happy.
Collect delivery details without back-and-forth
The AI agent uses custom actions to gather and validate what it needs - order ID, phone number, or email - then verifies that information against your order management system before proceeding. This stops the endless "please confirm your details" loops and gets straight to the fix.
Trigger real-time order changes
Once the agent has verified the customer, custom actions let it actually perform changes. Update a delivery address, reschedule a time slot, add a delivery note, or cancel a duplicate order - all in the same chat. The agent calls your tools directly, so the customer sees a resolved order, not another ticket sitting in a queue.
Handle common delivery requests automatically
With ai-agents powering the chat, you can map common support features to custom actions. Lost delivery? Agent checks status. Damaged items? Agent triggers a replacement order. Wrong address? Agent updates it before the driver leaves. Each of these delivery custom actions removes a manual step from your team's queue.
Turn delivery chats into actionable insights
After resolving the issue, the agent can optionally capture details via lead-capture - for example, offering a discount on the next order if the experience went wrong, or tagging the conversation to highlight trends like "address change from app." This helps you spot recurring order management friction without digging through logs.
FAQ
What are some examples of custom actions for grocery deliveries?
The agent can collect an order ID and update the delivery time slot, add a gate code or apartment number, swap a missing item for an in-stock alternative, or cancel an order that was placed twice by accident - all without a human needing to step in.
How can custom actions speed up order resolutions?
They let the AI gather the order details, check your system to confirm the situation, and then directly make the change (address, schedule, note) instead of just routing a ticket. What used to take three messages and a human edit now happens in one smooth chat interaction.
Are there templates for common delivery support actions?
Yes. Chatref includes pre-built templates for the most frequent delivery scenarios: collect an order number and update the address, reschedule a delivery, check live order status, and escalate to a human with the full context already captured. You can customize those templates or build your own from scratch using the tool-calling builder.
Put this into practice
Chatref answers your customers from your own content, day and night. Add it to your site and go live in minutes – free to start.