Hi, thanks for contacting Acme, how may I help you today?
Hi there. I was hoping i could add something to my existing order?
Certainly, I can help you with that
I totally forgot i needed a pair of boots!
May I ask your full name before we begin, so that I can find your account
yes, it's Joyce Wu.
Okay, Ms. Wu, I can see your account now I'll just need a bit more information so that I can verify your identity.  May I ask your account ID and your order ID?
ok my Account ID is OHT3BZJRW2 AND MY ORDER ID IS 1631877565
Okay, I can see your account now. Do you know if your item has already shipped?
I want to add the 79 dollar tommy hilfiger boots to my order it says in transit
Okay, that means that your original order has already left our warehouses, but I may be able to get you special treatment on your additional order for boots, depending on your membership level
looks like i have a silver membership
Excellent, that means that I can send you the Tommy Hilfiger boots right away without any additional shipping charges

I'll just go right ahead and place that order for you, since I already have your details
Great that's awesome
Glad I could help Is there anything else I can assist you with today?
nope that's it, thank you!
Excellent, have a great day, Ms. Wu