Orders
Orders your agent drafts in chats and your team creates, the questions asked before each one, and payments.
Updated
What the Orders page is for
One list of every order in your workspace, from chats and from your team.
Order statuses and payment
Every order has a status and, separately, a payment state; your team changes both.
Reading the Orders list
What each order row shows, and how to filter and search the list.
Opening an order
What an order's page shows, and how to move it on.
Order questions: what your agent asks before it drafts an order
Choose the questions your agent asks before drafting an order, for every order or only some items.
How your agent asks order questions in a chat
What customers experience when they order, and what happens to answers they give later.
Order answers on an order
Review, fill in or correct the answers to your order questions, and decide on changed answers.
Creating an order yourself
Record an order a customer placed by phone, in person, or in a chat your agent didn't handle.
Recording a payment
Mark an order paid when the customer paid you outside Syniria, and correct a mistake.
Orders and leads: "Order placed"
How each order counts for one lead, which then shows "Order placed".
Orders troubleshooting
What to do when questions aren't asked, items aren't found, or an order is locked.
Questions
Can my agent take payment or confirm an order?
No. It drafts the order and tells the customer your team will follow up. Confirming, payment and cancelling are your team's steps.
I made a question required. Why did an order arrive without the answer?
Required means your agent asks before it drafts the order. A customer can still decline or not answer, and the order is saved anyway, marked Missing answers, so you never lose it.
The customer changed their answer in the chat. Why didn't the order change?
So that a later message never silently overwrites what your team agreed. The new answer waits under Customer later said; choose Use this or Keep current.
Can I ask a question only for some items?
Yes. In the question's Where to ask tab, pick the items under Only for these items, with or without All orders.
Can I create an order from the Orders tab?
No. Open the customer's contact and choose Create order.
Can I delete an order?
No. Cancel it instead: choose Cancelled as its next status.
Does the customer get a message when I confirm or complete an order?
No. Changing an order's status sends the customer nothing. Message them from the Inbox.
Which currencies can an order use?
Any of the default currencies in Agent settings, one per order: SAR, USD, EUR, GBP, AED, QAR, OMR, BHD, KWD, JPY, EGP, JOD, CAD, AUD, CHF, INR, TRY, PKR and CNY.