An intent is what tells your AI agent what the customer wants to do. In this case, we’re going to create an intent to handle order lookup requests, like “Where is my order?” or “Has my package shipped?”

Create the new Intent

1. In Zendesk, go to AI Agents > Advanced.
2. Select Content > Intent > from the left-hand menu.
3. Click + Add Intent.
4. In the pop-up window, you will need to define your intent.

• Intent name: Check Order Status (or something clear like Track My Order)
• Description: Helps customers check the status of their order using Shopify data.

Example: 

Create the Intent reply

1. Whilst still in the new Intent you have created, click Replies on the left hand side.
2. Click + Add Reply for the language you wish to build.

You will now build the reply within the dialogue builder. Below is an example of what the reply will look like. 

Use these best-practice tips to design a reliable and user-friendly order lookup flow in Zendesk AI Agents Advanced.

🟣 Start with a Friendly Confirmation

Begin with a short message like:

“Sure, I can help you with that. Let’s get started.”

This sets the tone and tells the user what to expect next.

🟢 Collect Key Information Early

Use a parameter block to collect the:

• Order number (or)
• Customer email

💡 Use validation or re-prompting if needed.

🔄 Call the Integration at the Right Time

Once you’ve collected what you need, insert your Shopify Order Lookup integration step.

Keep this close to the parameter collection step to reduce confusion or delay.

🧩 Branch the Flow with Scenarios

Use response scenarios to guide different paths:

• ✅ Order Shipped
• 🕓 Order in Progress
• ❌ Failure
• 🤔 Fallback

🛠 Define these clearly using $exists() or specific conditions from the API response.

💬 Personalise Messages with API Data

Pull in session parameters from Shopify like:

• {{customer_name}}
• {{order_name}}
• {{tracking_number}}

Example: “Hi {{customer_name}}, your order {{order_name}} has shipped!”

🧯 Handle Failures Gracefully

If no match is found:

• Say: “Hmm, I couldn’t find an order with that number.”
• Offer buttons: Try again or Chat with an agent
• Add an escalation node

⭐ Ask for Feedback When It’s Resolved

At the end of a successful journey:

• Link to a CSAT/BSAT survey step
• Keep it short and optional

“Thanks for checking in. How did I do today?”

You're all set now with your new order lookup intent. Now you can run some tests to make sure it all works!