Max — Where Is My Order (WISMO)

Internal · Updated July 2026

What this article covers

How Max handles tickets where the customer is asking about the status or whereabouts of their order. This is one of Max's most common intents and covers several sub-intents depending on what the customer specifically needs.

Sub-intents covered

  • Customer wants to know when their order will be delivered
  • Customer wants a copy of their tracking link
  • Customer is asking why their order has not arrived yet

How Max handles this flow

Step 1 — Identify the order number

Max checks the ticket for an order number. If no order number is found, Max sends a first reply asking the customer to provide it before anything else happens.

Step 2 — Fetch order information

Once Max has the order number, he connects to SignAdmin via API and retrieves:

  • The delivery address on the order
  • Expected delivery date and shipping method
  • Tracking information if available

Step 3 — Respond proactively

Max replies to the customer with all relevant information in one message — expected delivery date, shipping method, and tracking link if applicable. The goal is to give the customer everything they need upfront to avoid unnecessary follow-up questions.

Step 4 — Verify the delivery address

Max always asks the customer to confirm that the delivery address on the order is correct before the case is considered resolved. This is a standard step in every WISMO flow, regardless of sub-intent.

When the flow becomes fully automated

If the customer confirms the address is correct and has no further questions, Max closes the loop and the ticket is resolved without agent involvement.

When Max escalates to an agent

  • The customer confirms the address is incorrect — the agent needs to investigate and take action.
  • The order cannot be found in SignAdmin or information is missing.
  • The customer indicates the order is significantly overdue or lost.
  • The customer is unhappy or the situation requires judgment beyond the standard flow.

When escalating, Max passes all retrieved order information to the agent so no information needs to be fetched again.

Agent action when escalated

When a WISMO ticket lands in your queue after Max has handled the first steps, check the internal notes Max has left — they will include the order information he retrieved and the reason for escalation. Act on the specific issue the customer has raised and use the information Max has already gathered.

Updates and changes to this flow

Any changes to how Max handles WISMO tickets — including new sub-intents or updated logic — are managed by the Technical Lead. If you notice Max handling a WISMO ticket incorrectly, flag it to the Technical Lead with the ticket number.