Orders

Orders is the Sales Platform's built-in order management: your assistant can create, update and cancel orders directly during conversations, and you manage everything from the Orders page at app.mychatbot.app/orders — no external CRM required.

At a glance

You need	Where	Result
The Orders integration connected to an assistant	Integrations → Order Management → Orders → app.mychatbot.app/integration	Assistant gains order tools; an Orders tab appears in the left sidebar
A currency picked	Same card → Currency	All order totals display in that currency
(Optional) Order fields / Custom item fields	Same card	The assistant collects exactly the data you need per order / per item
(Optional) Requires payment via Stripe	Same card, after connecting	The assistant sends a checkout link in the chat; the money lands in your own Stripe account

One order backend per assistant

Orders and Spreadsheet Orders are mutually exclusive on the same assistant. If a spreadsheet is already attached you'll see "Spreadsheet Orders is already connected to this assistant. Disconnect it first to use native Orders." and the Connect button stays disabled.

Turn it on

1. Open Integrations → app.mychatbot.app/integration and pick the assistant.
2. Under Order Management, select Orders ("Native order management for your AI agent").
3. Choose a Currency — USD (default), EUR, GBP, UAH, ILS, PLN, CAD, AUD, BRL, or TRY.
4. Click Connect → toast "Orders integration connected".

Once connected, an Orders item appears in the left sidebar and the card gains View Orders, Save Config, and Remove buttons.

Removing is non-destructive

Remove opens the "Remove Orders Integration" confirmation: "This will delete the integration configuration (currency, order fields). Your existing orders will not be deleted."

Configure what the assistant collects

After connecting, the card shows three configuration blocks. Click Save Config after changing any of them (toast: "Orders configuration updated").

Item schema

Every order contains an items array. The UI shows the default structure for each item:

Field shown in the app	Meaning
name	Product name (required)
quantity	How many (required)
unit_price	Price in the smallest currency unit — 1200 = $12.00 (see Price units and currency)
product_id	Optional, links to your catalog

Custom item fields

Extra fields added to each item — the agent collects these per item (e.g. size, color, toppings).

Order fields

Per-order fields the agent should collect (e.g. delivery address, phone number). These apply to the whole order, not individual items.

Both field editors work the same way:

Control	Options / behavior
+ Add field	Adds a row with Field name, a type dropdown, and a Required checkbox
Field type	Text, Number, Select (dropdown)
Select (dropdown) type	Reveals an extra input: "Options (comma-separated, e.g.: Small, Medium, Large)"
Remove field	The × button on the row

Validation on save: every field must have a name ("All … must have a name") and names must be unique ("… names must be unique").

Requires payment via Stripe

Once Orders is connected, a Requires payment via Stripe checkbox appears. Ticking it redirects you to Stripe to link your own Stripe account; when linked you'll see a green Connected badge plus the account identifier. Untick to disconnect. Payments go straight to your Stripe account — the Orders page only tracks the payment state (see Payment states).

How the customer pays:

1. The assistant creates the order as usual — it appears on the Orders page in the New group with Payment No payment.
2. The assistant generates a checkout link for the order total and sends it as a normal message in the conversation; the order's Payment flips to Pending. Each order gets exactly one link, and a link can only be created for an order with a non-zero total.
3. The customer opens the link and pays on a Stripe-hosted checkout page under your account (the line item shows the order number, or a custom description the assistant sets).
4. As soon as the payment completes, the order updates by itself: Payment becomes Paid and the status badge jumps to Confirmed — no manual step. If a customer writes "I've paid", the assistant can re-check the link and confirm.

If the customer doesn't pay: nothing times out on the Orders side — the order stays in the New group with Payment Pending and is never auto-cancelled. If the customer opened checkout but abandoned it, that checkout attempt expires on Stripe's side (about 24 hours by default) and the order then shows up under the Payment Failed option of the Payment filter. The link itself keeps working, so the customer can still pay later; if the sale is dead, cancel the order by hand.

Cancelling a paid order does not refund it

⋯ → Cancel order only changes the order's status (badge Return). No refund is ever triggered from the app — issue refunds from your Stripe dashboard.

Price units and currency

• Item prices are entered in the smallest currency unit: 1200 = $12.00. That's the basis shown in the Item schema, the basis the assistant is instructed to use, and the basis the Stripe checkout link charges (the checkout amount is the order total read as the smallest unit).
• The app never converts stored amounts: the Price field in the product modal saves exactly the number you type, and the Price, Sum, Total due, and Total figures render the stored numbers as-is. When adding items by hand, match the basis of the order's existing lines — for assistant-created orders that's the smallest unit (type 1200, not 12.00) — and never mix the two in one order: a hand-typed 12.50 next to a stored 1250 breaks the totals, and with Requires payment via Stripe on, a major-unit total would charge the customer 100× less.
• Each order is stamped with the Currency configured at the moment it's created. Changing Currency on the card later applies to new orders only — existing orders keep their original currency and their totals are never converted or re-labelled. A checkout link likewise uses the currency configured at the moment the assistant generates it.

The Orders page

Orders in the sidebar → app.mychatbot.app/orders.

Header and stats

• Title Orders, a Total orders: counter, and a Create order button.
• Create order immediately creates an empty order (status New, zero total) and opens it for editing — toast "Order created".
• Six stat cards: Total, New, In processing, In transit, Delivered, Problematic. Clicking a card filters the list to that group (click Total to reset). When a Date range is set, cards show a "+N in period" delta for orders added in that window.

Search and filters

Filter	Where	What it does
Search box	Toolbar	"Search by order #, client, phone or tracking number..."
Status	Toolbar dropdown (or a stat card)	All statuses, New, In processing, In transit, Delivered, Problematic
Warehouse	Toolbar dropdown	All warehouses or one of the warehouses seen on your orders
Delivery service	Toolbar dropdown	All delivery services or a specific carrier
Date range	Toolbar picker	Filters by order creation date; Clear resets it
Payment	Filters → Advanced filters	All payment statuses, Paid, Pending, Partial, No payment, Payment Failed — matches the order's underlying payment record (see Payment states); there is no filter option for the Cash on delivery badge
Channel	Filters → Advanced filters	All channels or the messaging channel the order came from
Tracking number	Filters → Advanced filters	Exact TTN lookup ("TTN number...")

The Filters button shows a count of active advanced filters. In the modal, Apply confirms and Clear filters resets everything. On mobile the toolbar filters (Status, Warehouse, Delivery service, Date range) also move inside this modal, and the table becomes cards.

When nothing matches you'll see "No orders found — Nothing matches your filters. Try adjusting them or clear all filters" with a Clear filters button. A brand-new account sees "No orders yet — Orders from chats and integrations will appear here".

The table

Column	Content
Order #	Clickable order number (opens the detail page)
Client	Customer name, channel underneath, plus a New badge for first-time customers and a VIP marker
Phone	Customer phone
Products	Product image thumbnails
Warehouse	Fulfilling warehouse
Total	Order amount in your configured currency
Payment	Payment badge — Paid, Cash on delivery, Pending, Partial, No payment (see Payment states)
Delivery / TTN	Carrier and tracking number
Status	Fulfillment badge (see Statuses)
Reminder	Next reminder on the order, e.g. "Remind today", "check tracking status"
Automation	Active automation tag, e.g. Delivery control, Payment control
Date	Created date and time
Actions	View (eye), Edit (pencil), ⋮ menu with View and Print

Pagination at the bottom: Rows per page: 10 (default), 25, or 50, with Previous / Next and an "X–Y of Z" counter.

Statuses

Every order tracks two things independently: a fulfillment badge (the Status column) and a payment state (the Payment column).

Fulfillment badge

Badge	Group (stat card / filter)	Shown when
New	New	Order just created, or still awaiting its payment
Confirmed	In processing	Payment received or order confirmed
Collected	In processing	Picked and packed at the warehouse
In transit	In transit	Handed to the carrier / in progress
Delivered	Delivered	Completed
Not picked up	Problematic	Parcel wasn't collected by the customer
Return	Problematic	Cancelled / returned

What moves the badge — automatic:

• Creating an order (in chat or via Create order) → New.
• The customer pays the Stripe checkout link → Confirmed (instant, via your connected Stripe account).
• The assistant updates or cancels an order during a conversation — when a customer or manager confirms, ships, completes, or cancels an order in chat, the badge follows (Confirmed, In transit, Delivered, Return).
• ⋯ → Cancel order on the detail page → Return.

Everything else is manual. Collected, In transit, Delivered, and Not picked up are set by hand: Edit the order, open Delivery & tracking, and pick a Package status. There is no carrier integration — Delivery service and Tracking number are free-text reference fields, so the app never polls the carrier or advances the badge from the TTN. An abandoned checkout doesn't move the badge either (the order just stays New). Reminder texts like "check tracking status" are notes for the operator, not an automated sync.

Payment states

One canonical mapping — the Payment column badge vs. the Payment advanced-filter option:

Payment badge (table)	Filter option	When you'll see it
No payment	No payment	Default — no payment recorded on the order yet
Pending	Pending	A Stripe checkout link was generated and hasn't been paid
Paid	Paid	The customer completed checkout (set automatically), or a payment was recorded on the order
Partial	Partial	A partial payment is recorded on the order — the detail summary bar shows Partial instead of Fully
Cash on delivery	(none — these orders match No payment)	The order's data records the payment method as cash on delivery (see tip below)
(shows No payment)	Payment Failed	A checkout attempt expired unpaid — it exists only as a filter option, with no badge of its own

There is no separate "Awaiting Payment" state anywhere in the UI: an order waiting on its checkout link simply sits in the New status group with Payment Pending.

How Cash on delivery gets set

It's data, not a toggle: add an Order field named payment_type (a Select (dropdown) with cod among the options works well). When the assistant records cod on an order, its Payment badge shows Cash on delivery.

Order detail page

Click any order — URL shape app.mychatbot.app/orders/<order-id>. The header shows Orders / #<number> with the subtitle Order details, plus Edit, Print (opens your browser's print dialog), and a ⋯ (More actions) menu:

Menu item	Behavior
Copy order number	Toast "Order number copied"
Copy tracking number	Toast "Tracking number copied" — or "No tracking number" if empty
Open client chat	Jumps to the customer's conversation (only shown when the order is linked to a chat)
Cancel order	Confirmation "Cancel this order?" → toast "Order cancelled"; greyed out if already cancelled

A summary bar mirrors the essentials: Status (with a Current badge), Payment (with Fully / Partial), Order amount (with "N products"), Warehouse, Delivery (with the TTN).

Editing

Each card has its own Edit toggle; a single Save at the top applies everything. While editing you'll see the banner "You have unsaved changes. Click Save to apply them to the order." and the reminder "Changes are applied only after you click Save at the top." Cancel discards the draft. On success: "Order updated"; on failure: "Failed to update order".

Cards on the page

Card	Read view	In edit mode
Customer information	Customer (links to the client chat), Phone, Email, Delivery address, Comment	All fields editable; email and phone are validated ("Invalid email", "Invalid phone number")
Delivery & tracking	Delivery service, Tracking number (with copy button), Expected delivery, Package status badge, a delivery progress stepper (New → Confirmed → Collected → In transit → Delivered → Not picked up / Return), and Automations tags	Free-text service and TTN, a date picker for expected delivery, and a Package status dropdown with all seven statuses
Warehouse / stock	Warehouse, "N products in stock", Reserved for order, Available for sale	Warehouse name and all three stock numbers editable
Products in order	Table: Product, SKU, Warehouse, Stock, Qty, Price, Sum; totals for Subtotal:, Shipping:, Discount:, Total due:	+ Add product opens the product modal; rows get edit/delete controls and quantity steppers
Reminders & automations	Reminder rows with Scheduled / Automatic / Active badges — e.g. "After «Delivered» — send thank you message", "If «Not picked up» for 3 days — create manager task", "If return — notify warehouse"; No data when empty	Read-only — see Reminders & automations
Order history	Event timeline — e.g. "Order created", "Payment confirmed", "Order collected at warehouse", "Handed over to …", "Status changed to «In transit»"	Read-only

Add / edit product modal

Fields: Product name ("Required field" if empty), SKU, Warehouse, Qty ("Quantity must be at least 1"), Price ("Price must be 0 or more"), and Images (PNG, JPG, WEBP) — upload files or paste an Image URL and click Add ("Invalid URL" on bad links). Confirm with Add / Save product. Images become the thumbnails in the orders table.

Price expects the smallest currency unit

Price saves exactly what you type — no ×100/÷100 conversion. To match assistant-created line items, enter the smallest currency unit (1200 for $12.00, not 12.00). See Price units and currency for why mixing the two corrupts totals and Stripe charges.

Legacy orders

Some older orders only stored a total. Those show "Product list is unavailable for this order — only the total amount is stored" instead of an item table.

Reminders & automations

The Reminder and Automation table columns and the Reminders & automations card on the detail page display follow-up notes stored with the order — e.g. "Remind today", "After «Delivered» — send thank you message", "If «Not picked up» for 3 days — create manager task", or tags like Delivery control and Payment control.

Display-only today

There is currently no place in the app to create, edit, enable, or disable these entries, and the platform does not act on them — no thank-you message is sent and no manager task is created automatically. Treat them as operator notes carried on the order. Orders without any show No data on the card and — in the columns.

To actually automate the follow-up work these labels describe, use the features that own it:

You want	Use instead
Scheduled or triggered messages to the customer (e.g. a thank-you after delivery)	Follow-ups & Outreach
A task assigned to a human manager	Task Manager
Outreach rules on leads and conversations	Automations

How orders get created

Source	How
The assistant, in a chat	With Orders connected, the assistant collects the items, your Order fields, and any Custom item fields, then creates the order itself. It can also update and cancel orders on request.
Manually	Create order on the Orders page — starts an empty New order you fill in by hand.
Spreadsheet Orders	Alternative backend: the assistant writes each order as a row into a Google Sheet instead — see Google Spreadsheet. No Orders page; the sheet is the record.
CRM integrations	If your orders should live in KeyCRM, SalesDrive, Bitrix24, etc., connect that CRM instead and the assistant creates orders/leads there — see Integrations overview.

Use cases

• Chat-to-checkout on messengers — a customer picks a product on Instagram or Telegram, the assistant collects size/color (custom item fields) and the delivery address (order field), and the order lands on your Orders page with the channel attached.
• Paid orders only — enable Requires payment via Stripe so an order is only confirmed after the customer pays on your Stripe account.
• Lightweight fulfillment board — use the stat cards (New → In processing → In transit → Delivered) as your daily pipeline and the Problematic card to catch returns and failed pickups.
• Delivery tracking — paste the carrier TTN into Delivery & tracking, then find the order later by tracking number via Filters.
• Manual phone orders — take an order over the phone, hit Create order, add products and customer details yourself.

Test it

1. Connect Orders to an assistant and add at least one required Order field (e.g. delivery_address), then Save Config.
2. Place a test order in chat: message the assistant on any connected channel (or the test chat on your assistant's page) — e.g. "I'd like to order 2 Margherita pizzas." The assistant should ask for every required field before confirming.
3. Check the list: open app.mychatbot.app/orders — the order should appear with status New, the channel under the client name, and a New badge if it's a first-time customer.
4. Open the order and verify the items, quantities, prices, and your custom fields; use ⋯ → Open client chat to jump back to the conversation it came from.
5. Exercise editing: click Edit, change Package status to In transit, add a Tracking number, click Save — the list row and stat cards should update.
6. Test payment (if Requires payment via Stripe is on): place another test order — the assistant should reply with a checkout link in the chat and the order should show Payment Pending. Complete the checkout; the order should flip to Paid / badge Confirmed on its own, with "Payment confirmed" appearing in Order history.
7. Clean up: ⋯ → Cancel order → confirm "Cancel this order?". The order moves to the Problematic group (badge Return) rather than being deleted — and if it was paid, remember no refund is issued (see Requires payment via Stripe).

See also

• Integrations overview — connecting CRMs and other tools, and how account-level vs. assistant-level connections work.
• Google Spreadsheet — the Spreadsheet Orders alternative backend.
• KeyCRM / SalesDrive / Bitrix24 — CRMs where the assistant can create orders externally instead.
• Getting inventory in — load your catalog so the assistant can find the products customers order.
• Labels and statuses — lead statuses on conversations (separate from order statuses).
• Follow-ups & Outreach — actually send scheduled/triggered messages (what the reminder labels only describe).
• Task Manager — create and track manager tasks.
• Automations — lead-based outreach rules on the Automation page.
• Sales Platform overview — the bigger picture.