AI order status replies, drafted from your own order data
Merlin's Order Status desk drafts answers to 'where's my order', 'has it shipped' and 'confirm my PO' emails using your order export, including carrier and tracking. It only answers the customer the order belongs to, matched on email or company domain, and a person on your team approves every reply before it is sent.
From quote request to finished quote in two minutes.
Nothing goes to a customer until someone on your team approves it. Watch full screen
Faster quotes. More orders. Hours back every week.
Win more orders
Buyers often go with the first solid quote they get. Merlin gets yours out in minutes, day or night, and follows up on the quotes that go quiet.
Get your team's time back
A desk that gets 60 quote requests a week at 15 minutes each spends about 65 hours a month building quotes. Merlin takes most of that routine work off their plate.
Grow without hiring
Handle more requests with the team you already have, in English and French, while good inside-sales people are hard to find.
What problem does the Order Status desk solve?
Order status emails are short, frequent and interruptive. Each one means opening the ERP, finding the PO, checking the ship date and copying a tracking number into a reply. None of it is hard, but it pulls your inside sales reps away from quotes that bring in new revenue.
The Order Status desk reads those emails in your shared mailbox, looks the order up in your data and drafts the answer. Your team reviews and sends, which turns a five-step lookup into a quick check. For the broader picture, read our guide to order status automation.
How does it work, step by step?
- A customer emails asking about an order, a shipment or a PO confirmation.
- Merlin identifies the order from the PO number, order number or customer details in the email.
- It checks that the sender's email or company domain matches the customer on that order.
- It drafts a reply with order status, ship date, carrier and tracking from your order export, in the customer's language.
- A teammate reviews and approves. The draft, approval and send are recorded in the audit log.
What will it do, and what won't it do?
| Will | Won't |
|---|---|
| Answer status, shipping and PO confirmation questions from your order data | Share an order with someone whose email or domain doesn't match the customer |
| Include carrier and tracking when they're in your export | Promise a delivery date that isn't in your data |
| Flag emails it can't tie to a specific order | Change, cancel or create orders in your ERP |
| Reply in English or French | Send without a human approval |
What data does it need?
An order export from your ERP or order system, as Excel, CSV or a scheduled report. Useful columns are PO number, order number, customer, contact email, status, ship date, carrier and tracking number. Merlin works with exports from Epicor, NetSuite, SAP Business One, Acumatica, JobBOSS and other systems that can produce a report; see the Epicor integration page for an example.
If your ERP can publish a scheduled export to a link, Merlin refreshes from it every 6 hours, so answers are only as current as that export. There is no native real-time ERP connector in the standard product. Direct ERP integrations are custom work done by our sister company JCube Tech.
How is customer data protected?
Order details only go to the customer the order belongs to. Data is hosted in Canada, is never used to train AI models, and every draft, approval and send is logged. The owner controls per-teammate permissions. More detail is on the security page.
Which plan includes Order Status?
Order Status is part of the Growth plan at $3,000 CAD per month, alongside the Quote Desk, Quote Follow-up and Document requests. There are no usage credits or overages. See pricing for the pilot and setup details.
Frequently asked questions
How current are the order statuses?
As current as your order export. With a scheduled export to a link, Merlin refreshes every 6 hours. It does not read your ERP in real time.
Can a stranger ask about someone else's order?
No. Merlin only answers the customer the order belongs to, matched on the sender's email or company domain. Anything else is flagged.
Does it update orders in our ERP?
No. It reads your order data and drafts replies. It does not create, change or cancel orders.
Which plan is it in?
Growth, at $3,000 CAD per month, which also includes the Quote Desk, Quote Follow-up and Documents.
