How your agent asks order questions in a chat

Your agent asks order questions only when a customer is ordering: a customer asking about prices or opening hours is never asked for a delivery address. Bookings have their own questions under Appointments, and enquiries have Lead details.

When a customer orders:

1. Your agent finds the items in your catalog and confirms which ones and how many.
2. It asks the order questions that apply to those items: questions for all orders first, then questions for those items, in your order. Required questions come first; optional ones are offered once.
3. It skips anything the customer has already said, and words each question naturally, in the customer's language.
4. It drafts the order, which appears on the Orders tab as Draft and Made by your agent. If a required question wasn't answered, or the customer declined to answer, the order is marked Missing answers for your team to follow up.

Answers given later. If the customer answers a question after the draft was made, in the same chat, your agent adds it to the draft. If they change an answer they already gave, the first answer stays and the new one waits for your team: the order shows Answer to review, and your agent tells the customer it has noted the change for the team.

What your agent can order. Items that are active and available to your agent in your catalog, with a price. Services customers book through Appointments are booked, not ordered.

One draft per order. If the customer repeats the same order in the same chat, the same items for the same person, within two hours, your agent keeps the unpaid draft it already made instead of making a second one.

Your agent never confirms an order, marks it paid or cancels it. Those are your team's steps.