Answer delivery and return questions on your tracking page, without writing instructions for the assistant.
This guide covers version 2 of the chat
Everything in this guide describes Version 2 – structured (recommended), which you choose under Assistant version (step 2). We always recommend version 2.
If your channel is set to Version 1 – classic (free-text instructions), OGOship's built-in rules do not apply. The assistant then works only from the free-text instructions written for your channel, plus a few basic lines telling it whether returns and claims can be started on the page. In version 1:
- there are no built-in rules on what the assistant may discuss, when it hands over to your team, or what it says when a parcel is late
- the settings in steps 3 to 7 (tone, response time, shipping facts, returns and additional instructions) have no effect
- fixed replies written into the instructions are sent exactly as written, usually in English, whatever language the customer writes in
- improvements OGOship makes to the assistant do not reach your store
To move to version 2, follow step 2.
How the assistant works
The assistant answers your customers on the OGOship tracking page and returns page. OGOship maintains its rules, so it works as soon as you switch it on, and improvements reach your store without you changing anything.
- It answers from the customer's own order: tracking events, carrier and delivery method, pickup point, and for returns the deadline and fee from your return rules.
- It knows what your page allows. Returns, exchanges, store credit, claims and order cancellation are read from your existing settings. The assistant only offers what you have switched on.
- It replies in the customer's language and keeps that language for the whole conversation.
- It stays on delivery, tracking and returns. Anything else, such as product questions, refunds, payments or subscriptions, goes to your customer service.
- It is honest about late parcels. When a parcel is later than expected, it says so plainly and hands the case to your team instead of telling the customer to keep waiting.
- It never speaks for your store. It refers to your store by name and never promises refunds, compensation or exceptions on your behalf.
Enabling and configuring the AI assisted chat feature
The settings are in myOGO2 under Post Purchase → Settings → AI chat settings.
Two steps are required:
- Enable the chat (step 1).
- Configure the notifications for you and for the customer (step 8). Without them, nobody on your team hears about a handover, and the customer is not told when you reply.
Everything else is optional. Fill in only what applies to your store.
1: Enable the chat
2: Assistant version
Choose Version 2 – structured (recommended). OGOship maintains the behaviour rules, and the settings below ask only for the facts OGOship cannot know. A change takes effect for customers within a minute of saving.
Version 1 – classic (free-text instructions) is the earlier setup, where all of the assistant's behaviour had to be written by hand. Channels set up that way stay on version 1 until you switch them. See "This guide covers version 2 of the chat" at the top of this page for what version 1 does not do.
Before you switch to version 2, open Advanced: additional instructions (step 7). Your old instructions are still in that field. Remove everything the new settings now cover:
- guardrail or scope rules, such as lists of allowed and forbidden topics
- fixed replies, such as "I've forwarded your request to customer service"
- tone descriptions: use the Tone setting instead
- shipping facts and return instructions: move them to their own fields (steps 5 and 6)
- marketing copy about your brand or your carriers
In most cases the Advanced: additional instructions can be left completely blank.
A change takes effect within a minute, so test straight after switching: see "Testing the chat" in the usage guide.
3: Tone
How the assistant sounds. It stays on subject whichever you choose.
- Neutral (default): polite, plain and on subject. No extra niceties, no emoji.
- Warm: friendly and reassuring, still concise. No marketing language.
- Formal: precise and polite, no small talk.
4: How customers reach a human
The assistant hands the conversation to your team when the customer asks for a person. It also hands over on its own when:
- a parcel is later than expected and the tracking does not explain why
- something is missing, wrong or damaged
- the customer asks for a refund, compensation or anything else outside what it covers
- the customer is clearly upset, or has asked the same question twice
Before handing over, it collects what your team will need, for example which item is missing and a photo, and puts it in the handover summary.
Choose how your team takes over under Human interaction type:
Option 1: OGO Communications Hub: a link to the chat is sent to your team at an email address you choose (see step 8). Your team continues the conversation in the OGOship Communications Hub, and the customer sees the reply in the same chat.
Option 2: External with Email: the whole conversation is sent to your team at an email address you choose (see step 8). Your team continues in your own ticketing system and replies to the customer from there.
Option 3: External Web URL: the customer is given a link to your own customer service page. Nothing is forwarded, so the customer has to describe the issue again. You can still set a myOGO notification for these events (see step 8).
Below is an example of the email your team receives with option 2.
Promised first response time: what the assistant tells the customer to expect after a handover. Leave it on Not stated and the assistant says nothing about timing. Choose a time only if your team can keep it.
Support hours (optional): for example "Mon–Fri 9–16 CET".
5: Shipping facts
Things OGOship cannot tell from the tracking data. Add a row only where your shipments behave differently from what the tracking suggests, for example:
- parcels are consolidated through a carrier hub, so the first carrier scan can take several days even though the parcel has left the warehouse
- a delivery service never shows scans between dispatch and delivery
Without these facts, the assistant may tell a customer that a parcel has not shipped when it has, or treat a normal quiet period as a delay.
Each row has:
- Warehouse code, Delivery type contains, Country (ISO 2): which shipments the row applies to. "Delivery type contains" matches part of the delivery type name, for example "PostNord". Leave a field blank to apply the row to all shipments.
- Days to first carrier scan: how many days after dispatch the carrier usually shows its first scan. Past this, the assistant tells the customer the parcel is later than expected and hands over.
- Intermediate scans: set to "No" for services that show nothing between dispatch and delivery. The assistant then tells the customer that a quiet tracking page is normal for this service.
- Note for the assistant: a short factual note. Facts only, no marketing copy.
6: Returns
Return policy page: the assistant answers return process questions from your settings: where the return button is, the deadline and the fee from your return rules. For policy questions, such as worn items, opened packaging or refund timing, it reads your return policy page and quotes only what the page says. The link itself is set under Return settings. Switch off Let the assistant read the return policy page if you want it to give the link instead.
How returns work outside OGOship: shown only when OGOship returns are off for the channel. Describe your actual return route, for example "Email returns@shop.com with your order number; you receive a label within one business day." Without it, the assistant can only send the customer to your website or to your team.
Return facts for the assistant (optional): facts your policy page does not cover, such as packaging requirements, who pays return postage, or exceptions. Deadlines and fees come from your return rules automatically.
7: Advanced: additional instructions
For facts and preferences not covered by the settings above. These instructions cannot widen what the assistant talks about, and they are ignored where they conflict with the assistant's rules.
A good example: "Orders placed before 14:00 CET on weekdays leave the warehouse the same day."
Leave out role descriptions ("You are..."), lists of allowed topics, fixed replies, tone instructions and brand or carrier marketing. Most stores leave this field empty.
In most cases the Advanced: additional instructions can be left completely blank.
8: Configuring notifications for you and the customer
The notifications for the AI agent need to be configured. The notifications can be conveyd into email, Slack or into an external ticketing system if an integration is configured. Slack and external ticket systems require an integration to be set up. Email notifications do not require an integration.
1. Enabling chat notifications for the merchant
Above: the notification for the merchant of an incoming chat request should be configured from the "General settings" main menu under "Channel events".
Click "select event".
Above: enable "Chat help request".
Above: Select delivery method (we use email in this example).
Above: select the email address that will receive the email message.
Remember to save!
Important note: you can only add email addresses that have been assigned as users in myOGO. If you would like to add e.g. your customer service email address to receive the notification, you need to add that email address as a user into myOGO. See the instructions for adding users. You then need to log in with that user at least once to enable it to be selectable as a receiver of notifications.
2. Enabling chat notifications for the customer
If you reply to a chat message (see the usage guide linked at the end of this page), you need to enable the software to send a notification to the customer in case the customer is no longer online to read the message.
The notifications are configures under the "Settings" page:
There is a very long list of possible events for which a notification can be configured:
However, the only notification you need to configure is this one:
"chat.notification"
Before turning an email notification on, you need to enable the notification languages that you would like to use. They are enabled above the notification list here:
Select the languages you would like to support:
And also enable the default language:
Then, turn on the slider for the email message send-out:
You can also edit the message by clicking the "EDIT" button. We recommend you enable the non-branded "OGOship email event sample":
And lastly, please activate the email and SMS sending servers and specify a sender name that will be visible as the sender of the emails and SMS messages. "ogomail" and "sms.ogoship" should be selected.
For a more thorough guide on how to configure the message settings, please see the guide for Post purchase services messages configuration. See section 5.
3. Verify if the shipping confirmation email is used in merchant settings
When using the tracking portal, the shipping confirmations can be configured elegantly as described above. However, if you have been using the legacy "shipping confirmation" email function, that needs to by disabled to prevent the customer from getting two separate shipping confirmations.
If you have the below mentioned setting enabled, please disable it:
The setting can be access in myOGO on the merchant settings page.
Using the chat
Please see the details of how to use the chat in the guide.