Orders and leads: "Order placed"

A lead and an order are separate records: a lead is someone your team should follow up, and an order is what they ordered.

Each order counts for one lead, chosen when the order is made. While the order isn't cancelled, that lead shows Order placed · Order #12, on the Leads list and on the lead's page. Which lead it is:

• An order your agent drafts counts for the open lead of the chat it was drafted in (see One lead per chat). If that chat has no open lead, it counts for the customer's open lead in another chat or channel, linked contacts included. If there's none there either, the next lead your agent saves in that chat takes it.
• An order your team creates counts for the newest lead of the chat chosen as its Source conversation, or else the customer's newest lead, linked contacts included.

The lead is chosen once: linking contacts later, closing the lead or a newer lead in the same chat never moves an order, so a returning customer's new lead starts under No order yet.

Click Order placed · Order #… to open the newest order that counts for the lead; the order's page links back with Lead #…. To list every lead with an order, choose Order placed in the Leads tab's orders filter.

An order also makes the customer's contact at least a Lead in Contacts, even when no lead was saved, and a paid order makes them a Customer.

The lead's status doesn't change by itself: "Order placed" is what shows that the person ordered.