# AI delivery update agent: handle order questions

> Collect order questions and delivery problems, then give your team a clear record to investigate.

- URL: https://hail.so/agent-templates/delivery-updates

## What does the delivery updates template do?

Collect order questions and delivery problems, then give your team a clear record to investigate. Start with the premade **Delivery updates** template in the Hail console.
The same agent can answer calls, texts, and email when you turn on those channels.

The template starts with a greeting and instructions you can edit as you go.

## Make the agent familiar with your business
- **Order lookup.** Which order reference and name the team needs.
- **Status source.** A trusted order system or a clear message-taking fallback.
- **Problems.** What to collect for late, missing, or damaged deliveries.

## Set up the delivery updates agent
Open **Agents**, then **New agent** (or **Create agent** when the list is empty). Select **Delivery updates**.
Use the [console walkthrough with screenshots](https://hail.so/create-ai-agent) for each step.

1. Give the agent a name your team will recognize.
2. Review the starter greeting and add your business facts to **Instructions**.
3. Choose any **Hand over** contacts and write when to call each person.
4. Review **Tools**, call limits, language, and recording. Keep the message that tells callers they are speaking with AI.
5. Turn on **Calls**, **Texts**, and **Email** for the channels you want.
6. Add a number for your chosen channels. Its labels show what your agent will answer.
7. Select **Create agent**. For email, choose this agent under **Agent replies** in **Email domains**.
8. Try a call, text, or email. The [visual guide](https://hail.so/create-ai-agent#4-connect-phone-calls-and-sms-to-the-same-agent) shows the email reply settings.

Calls and texts use your prepaid balance. [See usage prices](https://hail.so/pricing).
For US text messaging, follow the [SMS registration steps](https://hail.so/sms#10dlc-registration) for your number.

## Instructions for your delivery updates agent

Use this example as a starting point. Replace the capitalized text with your business details.

```prompt
Handle order and delivery questions for BUSINESS NAME.
Ask for the order number and name on the order.
Report status or delivery dates only from an available tool.
If you cannot check the order, say so and collect a request for the team.
For a late, missing, or damaged order, collect the problem and callback number.
Read the details back. Do not promise refunds, replacements, or reply times.
```

Start by taking clear messages about orders. Your developer can pass them to your order system through a webhook.
Your team can check the order and follow up with the current status.

## Test the delivery updates workflow

| Test | Expected result |
| --- | --- |
| An order number is incomplete | Ask the customer to repeat it. |
| The order system is unavailable | Explain that status cannot be checked. |
| A customer reports damage | Collect the issue and contact details without promising a refund. |
| A caller requests another person’s order | Follow your verification process before sharing private details. |

Open **Activity** to read each practice conversation. Adjust the instructions, try again, and share the number when you like the results.

## Add context and human handover

Give callers a way to reach someone on your team. Add that person under **Hand over** and describe when to call them.
Hail can send the caller’s number and reason by text and email while your teammate’s phone rings. Alert delivery times vary.
The [handover guide](https://hail.so/blog/warm-transfer) covers alert setup and unanswered calls.

You can also help callers pick up where they left off.
The [conversation history steps](https://hail.so/create-ai-agent#6-add-email-and-assistant-led-setup-with-mcp) explain how to add call and text history through MCP or API.
This is an optional addition to the console template.

## Optional MCP, email, and API workflows

When you want to manage your agent through chat, [connect Hail MCP](https://hail.so/mcp) to your AI assistant.
Ask it to find your existing agent and help you update the instructions.
You can also ask it to connect your Hail-mail address to this agent for email replies.
The [email setup steps](https://hail.so/create-ai-agent#4-connect-phone-calls-and-sms-to-the-same-agent) explain who gets a reply.

For work inside your own software, your developer can use the [API](https://hail.so/docs/api).
[Webhooks](https://hail.so/docs/webhooks) send updates when something happens, such as a completed call.
Use these updates to add a follow-up task to your customer records or send a booking request to your calendar.

Read the [best AI telephone platforms](https://hail.so/blog/ai-telephone) for the wider workflow and product choices.