Orderverse DocsPortal AI
The AI assistant available to your customers on the order portal — product search, cart help, reorder, and order status.
What is Portal AI?
Portal AI is a chat assistant embedded in the customer-facing order portal. It appears as a floating button in the bottom-right corner of the order page.
Customers can type questions or requests in plain language. No login is required — the AI works within the same no-account experience as the rest of the portal.
Portal AI must be enabled per workspace. Go to Configuration → AI → Settings and turn on Portal AI.
Suggested actions
When a customer opens the chat with no conversation history, quick-action tags appear based on their context:
Always shown:
| Tag | What it does |
|---|---|
| Find a product | Starts a product search |
| Check order status | Looks up the customer's most recent order |
| Ask about a product | Opens a product detail query |
Shown only when the customer has past orders:
| Tag | What it does |
|---|---|
| Reorder last order | Repeats the previous order as-is |
| Reorder with changes | Repeats the previous order with modifications |
Tags disappear once the first message is sent.
Finding products
Customers can describe what they are looking for in any way that makes sense to them.
Example queries:
- "Do you have black t-shirts?"
- "Show me dairy products under $5"
- "Is the 5kg tomato box available?"
The AI searches the workspace's active product catalogue and returns matching products with names, prices, and stock status. Out-of-stock products are noted but still shown.
Adding to cart
Once a product is found, the AI can add it to the cart directly.
Example:
- "Add 3 of those to my cart"
- "Put 2 cartons of Full Cream Milk in my order"
The cart updates immediately and the customer can see the change in the order page before submitting. The AI never submits an order — the customer always places the final order themselves.
Smart Repeat Order
Customers with previous orders can repeat or modify a past order using natural language.
How it works:
- The AI fetches the customer's most recent confirmed order.
- The customer describes any changes.
- The AI applies the changes and shows a preview.
- The customer confirms, and the cart is replaced with the new line-up.
Supported patterns:
| What the customer types | What happens |
|---|---|
| "Same as my last order" | Cart is loaded with the exact previous order lines |
| "Same as last order but remove X" | Previous order loaded, item X removed |
| "Same as last time, add Y × 3" | Previous order loaded, Y added with quantity 3 |
| "Reorder but double the milk" | Previous order loaded, milk quantity doubled |
| "Last order but change bread to 5" | Previous order loaded, bread quantity set to 5 |
The cart is fully replaced when a repeat order is confirmed. Any items the customer had already added to the cart are cleared first.
Checking order status
Customers can ask about their order status without leaving the portal.
Example queries:
- "What's the status of my last order?"
- "Has my order been confirmed?"
- "When was my most recent order placed?"
The AI returns the order number, status, and date. If the customer has multiple recent orders, it lists the most recent few.
Status labels shown:
| Status | Meaning |
|---|---|
| Draft | Submitted but not yet reviewed |
| Confirmed | Reviewed and confirmed by the supplier |
| Invoiced | Invoice has been issued |
| Paid | Payment received |
| Cancelled | Order was cancelled |
Policy questions
Customers can ask about shipping, returns, or terms of service.
Example queries:
- "What's your return policy?"
- "How long does shipping take?"
- "Do you offer free delivery?"
The AI answers based on the policies published in your Storefront → Policies settings. If no policy content has been published, it advises the customer to contact you directly.
Workspace aliases
If your workspace has product aliases configured, customers can use those terms in chat and the AI will understand them automatically.
Example:
- You have an alias: "big box" → Roma Tomatoes Box 20kg
- Customer types: "Can I get 2 big boxes please?"
- AI adds 2 × Roma Tomatoes Box 20kg to the cart directly
When a customer uses a term the AI does not recognise, it asks if they meant a specific product and offers to save the new term as a shortcut for future chats. This behaviour can be turned off in AI Settings → Alias Learning.
See Workspace Aliases for how to manage aliases in the dashboard.
What Portal AI cannot do
- Submit or confirm an order (the customer always does this)
- Access another customer's order history or pricing
- Provide delivery tracking from external carriers
- Answer questions about topics outside the current workspace's products and policies
If a customer asks something outside this scope, the AI indicates what it cannot help with and suggests contacting you directly.