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E-Commerce · Voice Workflow

E-Commerce Order Lookup

When lookup_order fires, the workflow pulls the order from Shopify, reads back the status, and — if the caller wants a return — opens an Airtable ticket and texts a return link.

trigger retell_tool_callmode Real-timenodes 12connectors 3

Workflow

TriggerMemoryIntegrationBranchAI AgentVoiceEnd
noyesyesnoTRIGGER01Tool call: lookup_orderAI AGENT02Get order identifierINTEGRATION03Fetch orderBRANCH04Order found?VOICE05Not found → offer helpEND07Transfer to humanVOICE06Read order statusBRANCH08Return or issue?INTEGRATION09Open return ticketINTEGRATION10Send return linkMEMORY11Save to ZepEND12Return tool result

How it runs, step by step

  1. 01
    TRIGGER

    Tool call: lookup_order

    The agent calls lookup_order when a caller asks about an order.

  2. 02
    AI AGENT

    Get order identifier

    Collect the order number or email from the caller.

  3. 03
    INTEGRATION

    Fetch order

    Look up the order and fulfillment status in Shopify.

  4. 04
    BRANCH

    Order found?

    Branch on whether a matching order exists.

    • if no → Not found → offer help
    • if yes → Read order status
  5. 05
    VOICE

    Not found → offer help

    Explain that no match was found and offer a human handoff.

  6. 06
    VOICE

    Read order status

    Tell the caller the current status and expected delivery.

  7. 07
    END

    Transfer to human

    Warm-transfer the caller to a support rep.

  8. 08
    BRANCH

    Return or issue?

    Branch on whether the caller wants a return or reports a problem.

    • if yes → Open return ticket
    • if no → Save to Zep
  9. 09
    INTEGRATION

    Open return ticket

    Create a return/RMA ticket in Airtable.

  10. 10
    INTEGRATION

    Send return link

    Text the caller a return label or status link via Twilio.

  11. 11
    MEMORY

    Save to Zep

    Persist the interaction to memory.

  12. 12
    END

    Return tool result

    Return the result to the agent.