Orders
This section contains essential information and usage guidelines for managing Orders inside the Inbox panel.
What is Orders?
Orders is a section inside the Inbox module that gives you a centralized view of all customer orders placed through your chatbot. It allows you to search, filter, tag, and manage orders directly from a single table, and helps you track order status and payment details without switching between tools.
When should you use this?
Use this feature when:
You want to view and manage all customer orders placed via the chatbot in one place
You need to search for a specific order using a visitor's name, email, or phone number
You are trying to update order status, assign orders to agents, or organize orders using tags
Benefits of Orders
🚀 Centralizes all customer orders in a single, searchable table
⏱️ Reduces time spent tracking down order details across conversations
🎯 Improves order management accuracy with status and payment visibility
🔄 Ensures consistent workflows through bulk actions and tagging
📈 Enhances team coordination by letting you assign orders to specific agents
Expected Outcome
After using this section:
You will be able to locate any customer order using name, email, or phone number
You will have a clear view of each order's payment status, item count, and total
You will be able to update order status, assign agents, and manage tags directly from the table
How to Use Orders
Orders Header
The "Orders" tab indicates you are viewing the list of customer orders inside the Inbox module.
Search & Actions Bar (Top)
🔍 Search Field
Type a name, email, or phone number and press Enter. This allows you to search orders by:
Visitor name
Email
Phone number
Bulk Action Buttons (Right side)
These work on selected orders and are disabled until one or more orders are selected:
✔ "Select / Confirm" – Activates bulk actions
👤 "Assign" – Assign selected orders to an agent
🏷️ "Tag" – Add or change tags for selected orders
⬇ "Download" – Export/download order data
🗑 "Delete" – Delete selected orders
Filter Option
The 🔽 "Filter" button (funnel icon) is used to narrow down orders based on:
Order status
Date range
Payment status
Tags
Assigned agent
Orders Table (Main Section)
Each row represents one order. The columns are explained below.
Visitor Name
Name of the customer who placed the order. Clickable — view the full order description by clicking on the name.
Customer's email address (shows "NA" if not provided).
Phone Number
Customer's phone number. Clickable to initiate chat or contact.
Order Date
Date and time when the order was created.
Item Count
Number of items included in the order.
Payment Status
Shows payment state (e.g., NA, Paid, Failed).
Total
Total order amount. Supports multiple currencies (₹, $).
Order Status Column
Shows the current lifecycle state of the order. Common statuses include:
Pending
Processing
On Hold
Shipped
Cancelled
Use the ⬇️ dropdown to change the order status directly from the table.
Tag Column
Displays the tag assigned to the order (e.g., Assign, Test, custom tags). The dropdown allows you to:
Add a new tag
Update or remove an existing tag
Tags are used for classification, filtering, and workflows.
Actions Column (Per Order)
Icons available for each individual order:
💬 Chat Icon – Opens the conversation related to that order/customer
🗑 Delete Icon – Deletes the specific order
Best Practices
💡 Use tags consistently across orders to make filtering and reporting easier down the line
⚠️ Double-check selected orders before using bulk Delete — this action cannot be undone
🚀 Use the Filter option to narrow large order lists instead of scrolling through the full table
🎯 Assign orders to agents promptly to keep response times low on order-related queries
Troubleshooting
FAQs
Support
If you still have questions for our team, write to us at support@botpenguin.com. We'll get back to you within 48 hours.
🎉 Completion
🎉 Congratulations, you have successfully completed this section! You're one step closer to mastering BotPenguin.
Last updated