When a shopper mentioned an order number, the chatbot could look it up without confirming ownership. It now verifies the order belongs to that shopper before sharing details.
An order number by itself is not enough to show that an order belongs to the person asking about it. AI Agent now checks ownership before it shares details for a customer-supplied order number.
If ownership is not yet confirmed, the chatbot asks for the email address or phone number used for the order. It does not disclose the order’s contents, status, tracking, or totals while that check is unresolved. Customers can supply either of those identifiers to continue the lookup.
The check runs in the existing order-answering flow. Your team does not need to add a custom guardrail for it. Review the enabled order capabilities and human handoff destination in AI Agent settings.
Related guide: What Your AI Agent Can and Can’t Help With.
