How an order is placed
The path from a question in chat to an order with the customer's contact — and what happens when an item is missing.
A conversation counts as successful not when the AI replies but when an order appears. The flow is the same in every channel.
The steps
- Request. The customer asks for a product — in text, with typos, or as a voice note.
- Match. The AI finds the item in the catalog, checks stock and quotes the price allowed by your rules.
- Clarifications. Delivery, payment, configuration, possible alternatives.
- Confirmation. The customer agrees; the AI collects the order contents and their contact.
- Order. It appears in the panel — and in your CRM if one is connected.
When the item is out of stock
The AI does not reply “no” and close the chat. It offers an alternative from the catalog — provided categories are sensible and stock figures are current. This is one of the few cases where answer quality depends directly on how the catalog was parsed.
What the order contains
The line items, the price the deal was agreed at, and the customer’s contact. If there was bargaining, the order records the final price rather than the list price.
Next
- Complex cases: Handing a chat to an operator.
- Orders in CRM: Orders in CRM.