Order answers on an order

Order answers on an order's page lists each question the order was asked, with its answer and where it came from: From chat (click it to open the chat at that message) or Added by a teammate, with the time. An unanswered question shows one of these:

• Not answered yet: a required question with no answer. The order is marked Missing answers.
• Skipped: the customer declined to answer. A skipped required question still counts as missing, so your team can follow it up.
• Not asked yet: an optional question your agent hasn't asked.
• Item removed: the question was for an item no longer in the order, so it no longer counts.

Filling in or correcting answers. Press Edit answers, change what you need and press Save answers. Clearing an answer makes it an open question again. Earlier answers stay in the order's history.

When the customer later said something different. The saved answer stays, and under it you see what the customer said later, for example: Customer later said: "Please deliver after 6pm". Choose Use this to make it the answer, or Keep current to keep the saved one.

Locked orders. Answers are locked once an order is completed or cancelled. Your agent adds answers only to its own drafts, so once your team confirms an order, read the chat and use Edit answers for anything the customer sends later.

If an answer changed while you were editing, for example a new answer from the chat, saving tells you. Press Reload answers and make your change again: nothing from the chat is overwritten without you seeing it.