Cancellation and refund requests in chat
Customers can now ask to cancel an order or get a refund in the AskDolphin chat.
Action Review: approve what customers ask for
Action Review is a queue in AskDolphin where a person approves or rejects the requests customers make in chat.
Action Review is a queue in AskDolphin where a person approves or rejects the requests customers make in chat.See Dolphin AI
Last updated
What's new
Action Review is a queue in AskDolphin where a person approves or rejects the requests customers make in chat. These include cancellations, refunds and address or contact changes. Dolphin AI never approves a request by itself. It is how Dolphin AI by AskDolphin keeps a person in charge of changes that matter.
Why it matters
An assistant that can take a cancellation or an address change at midnight is useful. One that carries it out without anyone checking is a risk. Action Review keeps the speed for the customer and the decision with your team.
How to use it
- Open Customers, then Action review: "Review Sales Assistant Shopify requests. Verify the requested values before approving or rejecting them."
- Each row shows the request type, its state, the order number and the date and time. States include "Succeeded" and "Expired".
- Filter by State or Request type, or choose Clear filters to see everything.
- Check the values the customer gave, then approve or reject the request, or join the conversation to ask more.
Good to know
- Requests come from the Sales Assistant's actions in live chat, such as Order Cancellation, Delivery Update Request and Contact Update Request. Refund requests arrive the same way.
- Each of these actions can be switched off in Dolphin AI, then Channels, then Live Chat, and your team can do every one of them itself.
- How AskDolphin approaches safety is on our Security page.
- Action Review is part of Pro; order requests need a connected Shopify store.
Frequently asked questions
What is Action Review in AskDolphin?
A queue where your team approves or rejects requests customers make in chat, like cancellations and address changes.
Can Dolphin AI by AskDolphin approve a request by itself?
No. Dolphin AI only collects the request; a person on your team approves or rejects it.
- Released
- Category
- Shopify
- Availability
- Pro
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