Draft Orders

The Draft Orders page lets you view and manage orders created through your AI assistant. Access it from Admin > Orders in your admin panel.

Overview

When a customer completes checkout through your AI chatbot, a draft order is created. Draft orders capture the cart contents, customer information, and order status — whether processed through Shopify or your external checkout system.

Draft orders are created when:

Customer checks out via text chat
Customer completes a voice checkout
Shopping cart is converted to an order

Order Statuses

Status	Description
Pending Payment	Order submitted, awaiting payment
Paid	Payment received, ready for fulfillment
Processing	Order being prepared
Shipped	Order dispatched with tracking info
Delivered	Order delivered to customer
Cancelled	Order cancelled before fulfillment
Refunded	Payment refunded to customer

Status Flow

Orders typically move through: Pending Payment → Paid → Processing → Shipped → Delivered

Orders can be cancelled at any stage before delivery. Refunds can be issued after payment.

Admin Page

Page Header

Title: "Orders" or "Draft Orders"
Count Badge: Shows total orders or pending orders
Refresh Button: Reload the order list
Export Button: Download order data (if enabled)

Order List

Each order card displays:

Element	Description
Order Number	Unique identifier (e.g., #1001)
Customer	Name and email
Items	Number of items and subtotal
Status	Current status with color coding
Date	When the order was placed

Filtering

Search: Find orders by order number, customer name, or email

Status Filter:

All Status
Pending Payment
Paid
Processing
Shipped
Delivered
Cancelled

Date Range: Filter by order date

Order Detail View

Click any order to see full details:

Customer Information

Email — Clickable link to send email
Name — Customer name (if provided)
Phone — Clickable link to call (if provided)

Order Items

Column	Description
Product	Item name and variant
SKU	Product SKU (if available)
Quantity	Number ordered
Unit Price	Price per item
Line Total	Quantity x unit price

Subtotal shown at bottom of items list.

Order Notes

Customer notes or special instructions provided during checkout.

Timestamps

Event	Description
Created	When order was placed
Paid	When payment was received
Shipped	When order was dispatched
Delivered	When order was delivered

Tracking Information

When an order is shipped:

Carrier — USPS, FedEx, UPS, DHL, etc.
Tracking Number — Carrier tracking number
Tracking URL — Link to track package

External References

For orders synced with external systems:

External ID — Shopify order ID or external system reference
External URL — Link to order in Shopify admin or external system

How Orders Are Created

From Shopping Cart Checkout

Customer adds items to cart through conversation
Customer says "checkout" or "place order"
AI collects contact info (or uses pre-filled data)
Draft order is created from cart contents
Order is routed based on checkout configuration

Checkout Routing

Configuration	Flow
Shopify Connected	Creates Shopify draft order → Customer receives invoice URL → Payment via Shopify checkout
External Webhook	Posts order to your endpoint → Your system emails checkout link → Customer pays on your site
No Checkout	Order saved locally → Manual fulfillment required

Voice Checkout

Voice orders follow the same flow with conversational contact collection:

AI confirms cart contents verbally
Collects email (spells back for confirmation)
Collects name and phone
Creates draft order
Confirms order number and next steps

Shopify Integration

When Shopify is connected, draft orders sync automatically:

What Syncs to Shopify

All line items with prices
Customer email and name
Order notes
Applied discounts

What Shopify Provides

Secure checkout with payment processing
Tax calculation
Shipping rate calculation
Inventory management
Order fulfillment workflow
Customer notifications

Invoice URL

Shopify returns an invoice URL that:

Is shown to customer in chat
Can be sent via email
Provides secure, branded checkout
Handles payment collection

Order Status Sync

When Shopify order status changes:

Status updates reflected in your admin
Tracking info synced when shipped
Delivered status updated on delivery

External Checkout (Without Shopify)

If you're not using Shopify, orders can be sent to your own checkout system.

How It Works

Customer completes checkout through the AI
Order details are sent to your system automatically
Your system sends a payment link to the customer
Customer completes payment on your website
Your system can send status updates back (paid, shipped, etc.)

What You Handle

With external checkout, your system is responsible for:

Sending the checkout/payment link to customers
Collecting shipping addresses
Processing payments
Calculating tax and shipping
Order fulfillment and notifications

This option requires technical integration — contact support for setup details.

Managing Orders

Updating Status

Change order status from the detail panel:

Select new status from dropdown
Status updates immediately
Timestamps recorded automatically

Adding Tracking

When shipping an order:

Click "Add Tracking" or edit tracking fields
Enter carrier name (USPS, FedEx, UPS, etc.)
Enter tracking number
Tracking URL auto-generates for common carriers
Save changes

Cancelling Orders

To cancel an order:

Open order detail
Change status to "Cancelled"
If paid, consider issuing refund through Shopify or external system

Order Status Lookup

Customers can check their order status through the AI:

Text chat:

Customer: "Where's my order?"
AI: "What email did you use for the order?"
Customer: "john@example.com"
AI: "I found your order #1001. It shipped via USPS on Feb 6th.
     Tracking: 9400111899223456789012
     Estimated delivery: February 8th"

Voice chat:

Customer: "I want to check on my order"
AI: "I found your order from February 5th.
     It's shipped and in transit via USPS.
     The tracking number is 9-4-0-0-1-1-1-8-9-9...
     Estimated arrival is February 8th."

Analytics

Track order performance:

Metric	Description
Total Orders	All orders in period
Revenue	Sum of order subtotals
Average Order Value	Mean order subtotal
Conversion Rate	Carts that became orders
Fulfillment Rate	Orders shipped vs total

Best Practices

Order Management

Monitor pending orders — Check daily for orders awaiting payment
Update status promptly — Keep status current for customer inquiries
Add tracking quickly — Enter tracking info as soon as orders ship

Customer Communication

Respond to inquiries — Customers may ask AI about order status
Provide accurate ETAs — Set realistic delivery expectations
Handle issues proactively — Reach out if orders are delayed

Integration Health

Verify Shopify sync — Ensure orders appear in Shopify admin
Test webhook endpoint — Confirm your system receives order data
Monitor failures — Check for failed order submissions

Troubleshooting

Order not appearing

Check if checkout completed successfully
Verify Shopify connection or webhook URL
Review error logs for API failures

Status not updating

For Shopify: Check if order exists in Shopify admin
For webhook: Verify callback URL is configured and responding

Missing tracking info

Tracking must be added manually or via callback
Check if carrier is syncing from Shopify

Customer can't find order

Verify email matches order record
Check if order was cancelled
Ensure order status lookup is enabled

Configuration

Connecting Shopify

To use Shopify for checkout and payments:

Go to Admin > Integrations > Shopify
Click "Connect Shopify"
Authorize the required permissions
Orders will automatically sync between systems

Order Status Settings

You can configure:

Enable order lookup — Allow customers to ask "Where's my order?"
Lookup timeframe — How far back to search (default: 30 days)

Configure these in Admin > Settings > E-commerce.

Shopping Carts - Manage customer carts
Follow-Ups - Customer assistance requests
Data Management - Manage your product catalog