The Scenario
You are a customer service rep. It is 10 AM Thursday and the inbound queue has 40 open tickets, all from customers asking the same question: when is my delivery arriving, and who is the driver? Your screen has a Google Sheet with 40 order numbers in column A — pasted in from the ticket system an hour ago. You need the scheduled driver, arrival time, and route position for each one.
You know this information exists in OptimoRoute. You do not have a way to get it for 40 orders at once without clicking into each one individually.
The bad version:
- You open OptimoRoute's order search, paste in the first order number, and read off the driver name and scheduled arrival time. You type them into the sheet.
- Forty orders means forty lookups. By order 12, your right hand is starting to cramp from clicking between browser tabs.
- Order 28 comes back "unassigned" — it was never included in the route plan. You make a note in the sheet and move on, but you have now also flagged it to your team lead and are waiting to hear what to do with the customer.
- It is noon. The 40 tickets are still open. You have gotten through 30 orders.
Your job was supposed to be answering customer questions, not manual data retrieval.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent that lives inside your Google Sheet. It can look up scheduling details in OptimoRoute for an entire column of order numbers in one pass — writing driver, arrival time, and route position back into the sheet row by row.
Open the SheetXAI sidebar and ask:
For each order number in column A, fetch the scheduling info from OptimoRoute and write the assigned driver name, scheduled arrival time, and route position into columns B, C, and D.
What You Get
- All 40 order numbers in column A are looked up in one batch.
- Column B: assigned driver name. Column C: scheduled arrival time. Column D: stop sequence in the driver's route.
- Orders that are unassigned or not found in the current route plan have those cells populated with "unassigned" or "not found" so you know immediately which cases need escalation.
- The full batch runs in under a minute, leaving the rest of the morning for the actual customer responses.
What If the Data Is Not Quite Ready
Some order numbers in the sheet are formatted differently than OptimoRoute expects
For each order number in column A, trim any leading zeros and strip any spaces before looking up the scheduling info in OptimoRoute — write driver name into column B, scheduled arrival into column C, and route position into column D.
The team also needs to know whether each order is currently in progress or not yet started
Look up scheduling details in OptimoRoute for all order numbers in the 'Customer Queries' sheet and fill in driver name, ETA, and a status field indicating whether the order is scheduled, in progress, completed, or unassigned.
The sheet has order numbers across multiple tabs — one per region
For each order number in column A of the 'East' and 'West' tabs, fetch the scheduled driver and arrival time from OptimoRoute and write them into columns B and C of the respective tab — write "unassigned" for any order not currently on a route.
You need a full response pipeline: look up orders, draft a customer reply for each, and flag escalations
For each order number in column A, fetch the scheduled driver and arrival time from OptimoRoute — write the driver into column B and arrival time into column C — then write a one-sentence customer-facing ETA message into column D, and flag any row where the order is unassigned or not found by marking column E as "escalate."
Lookup, draft, and escalation flag in one prompt. The tickets are ready to close without a second pass.
Try It
Get the 7-day free trial of SheetXAI and open the sheet where your customer order numbers land, then ask it to fill in driver and arrival time from OptimoRoute for every row. Also see how to search and export orders by status for bulk follow-up, and how to export completion data once deliveries are done.