Customer Order Tracking Links: What Your Customers See

Replies from the email assistant carry a tracking link. Your customer opens it — no account, no password — and sees the status of just that one order. Here is what the page shows, when links stop working, and how you can turn a link off.

When the assistant confirms an order, the confirmation email includes a “View progress” link. The same link appears in follow-up replies about that order, so the customer can always check where things stand instead of emailing to ask.

What the page shows — and what it never shows#

The page shows only that order: its number, current status (received, being prepared, waiting for confirmation, shipped, and so on), the delivery city, and the items and quantities. It never shows prices, costs, other customers’ orders, or anything about your internal operations. If your team opens the same link while signed in, you are taken straight to the internal order page instead.

When a link stops working#

• 30 days after it was issued.
• 7 days after the order reaches its final state (for example shipped or closed).
• As soon as you turn it off (below), or when the case is closed.

Turning a link off, or issuing a new one#

Open the case under OMS → Email Orders. The customer link section shows whether the customer has opened the link and how many times. “Turn off link” asks for a reason and disables every link for that case at once; “Issue a new link” creates a fresh one (the old one stops working) for the next reply. If you would rather replies never carry links at all, switch off “Attach the tracking link to replies” in AI Assistant Settings → Email channel.

Docklify features used in this article#

• Email Orders case detail (OMS → Email Orders): the customer link section with view counts, turn-off and re-issue.
• AI Assistant Settings → Email channel: the “attach tracking link” reply option.