---
schema_version: "1"
id: ac73ab41fe5b6ceb207d33450d515d8bf00476582ee9af012b816f9231f6e560
title: "Learn About the Template Bot: Check Order Status"
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_template_check_order.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_template_check_order.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ad442b0c3feaed4cbddf1a7c190ee1099e15a6d45ff995be571537a477d33427
description: Automate order lookups using the Check the status of an order, Order look up, Order found, and Order not found dialogs.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Learn About the Template Bot: Check Order Status

Automate order lookups using the Check the status of an order, Order look up, Order found, and Order not found dialogs.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

The Check Order Status dialog skill allows users to check on their order. For example, a B2C bot can check if the shoes they ordered were shipped. In a B2B bot, this dialog can check whether a contract has been approved.

## Check the status of an order

The Check Order Status dialog skill starts with the Check the status of an order dialog. This dialog asks the end user whether they have their order number and guides the conversation depending on the response. If they have their order number, the bot asks for it and moves to the Order look up dialog. If not, the bot transfers to a service rep.

## Order look up

The Order look up dialog launches a flow to search for the order. In contrast to the Case look up, which uses case number and email address, Order look up relies on the order number alone. This dialog is built without it because the standard Salesforce order object doesn’t include an email field:

![An action dialog step launches the order lookup flow.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_order_lookup_flow_2.png)

The rest of this dialog guides the conversation based on whether the order status variable is filled. If the variable is filled, the bot moves to the Order Found dialog.

## Order Found & Order Not Found

The order number, amount, and status are reported to the user using merge syntax:

![A message dialog step delivering the order status.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_order_found_message_2.png)

The bot then asks the user if they want to update, cancel, or return an order. If so, the user is directed to a service rep who can help. If the variable isn’t filled, the bot moves to the Order Not Found dialog and notifies the customer that the order wasn’t found. Then the bot transfers to the Anything Else? dialog.

![A question step asks if there are changes, and rule steps redirect the customer](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_order_found_change.png)