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Get help from AI support · Local delivery, live on the map
7 · AI support agent

Answers from live data

It checks your real order and driver ETA, takes allowed actions with your OK, and hands off to a person when needed.

17"Where's my order?"
OnWayCustomerDriverDispatch
OnWay AI Support
Order LD-8492
Where's my order?
get_order_status get_driver_eta
Marcus picked up your order at 6:42 PM. He's 1.2 mi away and arrives in about 6 min.
Live ETA 6 min
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AI Order
Activity
Profile

Support agent

Live data only

Answers come from tools: order status, driver ETA, items and policies.

Matches the map

The ETA it quotes is the same live ETA on your tracking screen.

Ask in plain words. The answer comes from live order and ETA data.
18Fixes, with your OK
OnWayCustomerDriverDispatch
OnWay AI Support
Order LD-8492
My order is missing the sweet tea.
get_order_items
Sorry about that. I can open a refund review for the Golden Peach Sweet Tea ($4.00).
Create refund review ticket?
Confirm
Ticket ST-1042 opened. A teammate reviews it. No automatic refunds.
Can you tell the driver to use the north gate?
Update delivery instructions?
Confirm
Updated. Marcus can see it now.
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AI Order
Activity
Profile

Allowed actions

Missing item

Creates a refund-review ticket. A person decides, never the AI alone.

Update instructions

Changes delivery notes after you confirm.

Confirmation first

Every action waits for your explicit OK.

Missing item? It opens a refund review ticket after you confirm.
It can also update instructions, again only with your OK.
19Cancel, or hand off to a person
OnWayCustomerDriverDispatch
OnWay AI Support
Order LD-8492
Cancel my order
get_order_status · accepted_by_store
It hasn't been picked up yet, so I can cancel it. The $24.60 hold will be released.
Cancel order LD-8497?
Cancel order
Cancelled. Payment authorization released.
Actually, can I talk to a person?
Of course. I've passed this chat to our dispatch team with the full history.
Handed to dispatch queue · usually under 2 min
40 support messages per day
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AI Order
Activity
Profile

Escalation

Cancel before pickup

Allowed with confirmation. The card hold is released.

Human handoff

When it can't resolve something, or you ask, it goes to the dispatch queue.

Capped and logged

40 support messages per user per day. Every AI call is logged.

It can cancel before pickup and release the payment hold.
Ask for a person anytime: it hands off to dispatch.
AI support
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