Selling and order updates in chat

All of these are switched on and off per agent, in the “Store access” section of the agent page. Everything is off by default, so only what you choose runs.

Order status updates

When a customer gives their order number in chat and the agent reads its status, that conversation starts following the order. From then on, each time the WooCommerce plugin changes the order status or a tracking code is added, the agent sends the details in the same conversation — for example “Order #1048 has shipped — tracking code and tracking link”.

• Following is tied to the conversation, not the phone number: if the order was placed with another number (say, a spouse’s), updates still reach the person who asked.
• One conversation can follow several orders; the customer just asks about the other order number too.
• Orders bought through an in-chat payment link are followed automatically, so the buyer hears when it ships.
• Each update is sent once, and “completed” is never reworded as “delivered”: only what the store recorded.
• Following ends 30 days after the customer last asked, or after cancellation/refund, or once a completed order has its tracking code.

One-hour cart hold

1. 1The customer adds the first item and the agent says in the same reply: “I’m holding this cart for you until 18:40 (one hour).”
2. 2For that hour, those units count as taken for other chat customers, so two people are never promised the last unit.
3. 330 minutes before the end, the agent sends one reminder listing the cart.
4. 4When the hold ends, any item that sold out in the meantime leaves the cart and the customer is told. If everything is still available, no message is sent and the cart stays as it is.

Colour and size (product variations)

Variations of WooCommerce variable products sync with their own price, stock and image. For manual products, open “Generate variations” in the product form, list the options (e.g. Colour: black, white — Size: S, M, L) and every combination is created with one click; then fill in each one’s stock and price.

• If the customer names only one option (“black”), the agent no longer drops the first black variant into the cart; it asks only for the missing option, listing what is in stock for that colour: “Which size: M, L?”
• If the requested combination is sold out, the agent says so and offers the combinations in stock.
• Custom Persian WooCommerce attribute names (e.g. “سایز” that arrived as %d8%b3…) now display correctly.

Turning it on

1. 1Dashboard → Agents → your agent → “Store access”.
2. 2Turn on “Order status updates” (needs “Order tracking” on and synced orders).
3. 3Turn on “Hold carts for one hour” (needs “Take orders in chat” on).