Orders

Let customers build a cart, confirm an order request, and track payment and fulfillment without treating a quote as a completed order.

Orders#

Orders are three connected tools under Agent Studio → Tools, on the commerce path:

Tool	What it is for
Products & Inventory	Which products the agent can match, and where price or stock comes from
Cart & Checkout	How a customer builds a cart, gives fulfillment details, and confirms an order request
Sales & Orders	The submitted request after that confirmation: payment state, fulfillment, and staff follow-up

Cart & Checkout is where you turn on Allow customers to build a cart. An AlonChat order record is created after the customer confirms the cart and that save succeeds. Saying "yes" in chat is not the record.

Payment methods and proof review open from Cart & Checkout → Payment setup.

What You Configure#

Setting	Where	What it does
Catalog	Products & Inventory	Knowledge can answer general product details. A live Sheet or API is required before price or stock is treated as current
Take orders	Cart & Checkout	Creates the order record after the customer confirms the cart
Payment rule	Cart & Checkout	No payment in chat, payment after confirmation, deposit before confirmation, or full payment before confirmation
Owner review	Cart & Checkout	No alert, notify the owner, or notify and pause for approval
Uncertain prices	Cart & Checkout	Custom quote fallback sends a price the catalog could not confirm for review
After confirmation	Sales & Orders	Track the request, payment state, and fulfillment. A Google Sheet log is optional and advanced

If there is no live price or stock match, the agent should answer general details only and ask the team to confirm the number. It should not invent a price.

What the Agent Does#

Step	What has to be true first
Match the product	The item is in the catalog. Live price or stock is used only when that source is mapped
Build the cart	Items and quantities are collected across the conversation
Read it back	The customer hears the items and totals before anything is final
Confirm	The customer confirms, and the order record is saved
Take payment	Only when your payment rule requires it, and only after payment is actually verified
Hand off fulfillment	The team is notified according to the review rule you chose

A quote or estimate is the same cart presented before confirmation. It is not an order. With quote fallback on, an uncertain price is sent for review instead of being stated as final.

Confirmation and Failure#

What happened	What to tell the customer
They are still adding items	This is a cart, not an order
They confirmed and the record was saved	The order request was received
Deposit or full payment is required first	The order stays unconfirmed until that payment is verified
The order step fails	The order remains unchanged
The result is unclear	Check Sales & Orders before submitting it again
Price or stock could not be checked live	Do not state a current price or stock figure. Ask the team to confirm it

Notifying the owner, or writing a sheet row, does not create the order. The order record does. Arranging delivery comes after that confirmation, and after payment when your rule requires it.

Example#

Code

Customer: Two large pizzas and a soda. How much is that?
Agent:    Here's the cart from the catalog:
          - 2 large pizzas
          - 1 soda
          I can read back the total before you confirm. Nothing is ordered yet.

Customer: Yes, confirm it.
Agent:    The order request is saved. If this checkout requires payment first,
          preparation waits until that payment is verified.

Use the prices your catalog returned. If a price is missing, say so instead of filling one in.