When a customer mentions both an order issue and a refund, route to escalation_agent first to assess…

Add sentiment check before routing to FAQ agent — if frustration score > 0.7, route directly to esca…

Always include estimated delivery date and last carrier scan location when providing order status.

Proactively offer replacement or refund when order is 'delivery_soon' and customer has contacted sup…

Always mention both 30-day full refund and 60-day store credit options when discussing return policy…

When asked about shipping times, include both standard and express options with estimated dates.

What happens if my package is lost in transit?

Can I change my delivery address after ordering?

How do I track an international order?