2 min de leitura

Understand your orders

Sharan Karthikeyan·27 de abril de 2026

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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