Orders collect what a customer wants to buy, who they are and where to deliver. The AI agent can capture them from chat for you to review, and your team can create them from any conversation. You track them all on the Orders page in the main navigation.
Order stages
Section titled “Order stages”| Stage | Meaning |
|---|---|
| Suggested | The AI detected an order in a conversation. It waits for your team to accept or dismiss it. |
| New | Accepted and waiting to be confirmed. |
| Confirmed | Confirmed with the customer. |
| Delivered | Delivered to the customer. |
| Returned | Returned after delivery. |
| Cancelled | Cancelled. It can be reopened. |
The number on Orders in the navigation is how many orders are Suggested or New, so you can see at a glance what needs attention.
The Orders page
Section titled “The Orders page”- Search by order number, customer name, phone or product.
- Filter by date with the calendar icon on Date, and by stage with the filter icon on Stage. Each stage shows how many orders it has.
- Sort by date, customer, amount or stage.
- Edit the customer name, phone, email and delivery fee directly in the row.
- Change an order’s stage from the stage badge in its row.
- Use the WhatsApp icon to message the customer on WhatsApp, or Go to Conversation to open the chat the order came from.
- Export downloads a CSV of the orders on the current page.
Select several orders to Confirm, Cancel or Delete them together. Only New or Returned orders can be confirmed this way, and delivered orders can’t be cancelled.
AI-suggested orders
Section titled “AI-suggested orders”When a customer in a conversation settles on what they want, the AI can create a Suggested order with the items, customer details and delivery address it gathered. It appears on the Orders page and next to the message it came from in the inbox.
To review one, open it:
- Accept Order moves it to New.
- Dismiss removes it from your orders.
Suggested orders that nobody accepts are removed automatically after 7 days.
Turn order suggestions on or off
Section titled “Turn order suggestions on or off”- In Settings > Business > Order Settings, Automatic Order Detection controls how orders are detected: Always, AI Only or Never.
- Per channel, the AI’s Take orders switch in the channel’s AI behaviour settings lets you choose which channels it collects orders on. With it off, no orders are suggested on that channel.
Get notified
Section titled “Get notified”Turn on Order Suggested in Settings > Notifications to be told when the AI detects a potential order. The notification shows the customer and a short summary, and opens the order.
Create an order yourself
Section titled “Create an order yourself”Orders are created from a conversation, so they stay linked to the customer’s chat.
- Open the conversation in the inbox.
- Click + Order.
- Fill in the customer details. Which fields appear depends on your Order Settings.
- Click Add Item and search your products, or type an item name that isn’t in your catalog. For a product with options, choose the option. Set the quantity and price.
- Optionally add notes, a discount and a delivery fee.
- Click Create Order.
Save for next order (on by default) saves the name and phone to the customer’s contact and remembers the details for next time. A conversation can only have one open New order at a time; confirm or cancel it before creating another.
Work on an order
Section titled “Work on an order”Click an order to open it. You see the customer details, notes, items, totals, the Status History and the conversation’s messages side by side.
The buttons at the bottom move the order through its stages:
| Current stage | Actions |
|---|---|
| Suggested | Dismiss, Accept Order |
| New | Cancel order, Confirm Order |
| Confirmed | Cancel order, Mark Delivered |
| Delivered | Cancel order, Mark Returned |
| Returned | Cancel order |
| Cancelled | Reopen Order |
Click any customer field, the notes or an item to edit it. Status History records every change with who made it and when, including whether the AI suggested the order.
Order Settings
Section titled “Order Settings”Admins can choose which details an order collects in Settings > Business > Order Settings. These settings apply to orders you create and to orders the AI suggests.
- Start from a Quick Presets option: Physical Goods (name, phone and delivery address), Digital Goods (name and email) or Drop Shipping (name, phone, delivery address and product link).
- Or switch individual fields on or off and mark them Required: Customer Name, Phone Number, Email Address, Delivery Address, Product Link, Payment Proof and Delivery Fee.
Click Save Order Settings when you’re done.
Send orders to your store or ERP
Section titled “Send orders to your store or ERP”If you’ve connected Shopify, WooCommerce, ERPNext or a Integration API, Message24 can create each order in that system when it reaches the stage you chose (New or Confirmed). Only one integration sends orders at a time.
In the order:
- Synced means the order was created in your system. The External System section shows its reference there and when it was sent. Synced orders are locked for editing in Message24, so make further changes in your system.
- Sync failed means your system rejected the order. The Sync Error explains why, and the same error appears in Sync Activity on the Integrations page.
After an order is synced, its stage follows your system: when the order is completed, cancelled or refunded there, Message24 updates the stage to match. Each integration’s page lists exactly which statuses map to which stage.