# Orders

> Review orders the AI suggests from conversations, create orders yourself, and move them from new to delivered.

Source: https://docs.message24.net/owners/catalog/orders/

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

| 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

- **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

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

- 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

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

Orders are created from a conversation, so they stay linked to the customer's chat.

1. Open the conversation in the inbox.
2. Click **+ Order**.
3. Fill in the customer details. Which fields appear depends on your Order Settings.
4. 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.
5. Optionally add notes, a discount and a delivery fee.
6. 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

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

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

If you've connected [Shopify](/owners/integrations/shopify/), [WooCommerce](/owners/integrations/woocommerce/), [ERPNext](/owners/integrations/erpnext/) or a [Integration API](/owners/integrations/custom-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.