Understand your orders
Learn how phone orders move from placement to pickup and how to manage them from the Orders page.
Order statuses
When a caller places an order, it moves through the following statuses:
Status | What it means |
|---|---|
Pending | The caller is still on the call, building the order. |
Confirmed | The caller confirmed the order before hanging up. |
In progress | Your staff has started preparing the order. |
Ready | The order is ready for pickup. |
Completed | The customer has picked up. |
Canceled | Canceled by staff. |
Abandoned | The caller hung up before confirming. |
The Orders page
In the main sidebar, click Orders (under the Customers group). The page shows all voice orders for your workspace and refreshes automatically every few seconds.
Use the tabs at the top to filter by status:
Active: Orders that are in progress and need attention.
Ready: Orders waiting for pickup.
Completed: Fulfilled orders.
All: Every order, regardless of status.
Order detail
Click View on any row to open the order detail page. You will see:
The order number, current status badge, and customer name or phone number.
A line-by-line breakdown of items, modifiers, and any special instructions.
An allergen alert if the caller flagged allergies during the call.
A timeline showing when each status change occurred.
Any open issues that need your attention.
Actions on an order
The buttons available depend on the current order status and your role.
Button | What it does | Who can use it |
|---|---|---|
Confirm | Accepts the incoming order. | Owner, Admin, Member |
Start | Marks the order as being prepared. | Owner, Admin, Member |
Mark ready | Signals the order is ready for pickup. | Owner, Admin, Member |
Mark completed | Closes the order after the customer collects. | Owner, Admin, Member |
Text customer | Opens a dialog to send a free-form SMS to the customer. | Any role (requires customer phone number) |
Cancel | Cancels the order after a confirmation prompt. | Owner, Admin only |
Order numbers
By default, order numbers reset each day (for example, #0001, #0002). You can change this to a running sequence or a custom prefix in your receptionist's order settings. Open your receptionist, go to Duties, then click Configure next to the Orders row.
What to expect
New orders appear in the Active tab within seconds of the caller confirming. The page refreshes automatically so you do not need to reload. If ordering is enabled but no orders are appearing, make sure the receptionist has been deployed and has taken at least one call.
Troubleshooting
Orders does not appear in the sidebar. The Orders nav item only shows when at least one receptionist in your workspace has voice ordering enabled. Go to your receptionist's Duties tab and set up Orders to make it appear.
Abandoned orders are appearing frequently. Abandoned orders are calls where the caller did not confirm before hanging up. This is normal for exploratory calls. If the rate is high, review your receptionist's ordering flow under Duties.
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