Store
Tasks
Assign and track internal store tasks for your team.
Overview
Sales → Tasks (/en/store/tasks) is the internal task board for owners, admins, and agents.
Usage
- Create tasks, assign teammates, comment
- Email notifications may send via your Email Configuration when enabled
- Customer-facing support tickets are separate (platform Help → Contact Support)
Order requests
When the sales mode is Note the order, my team completes it (Store settings → Sales rules → Sales & storefront), the assistant does not open a cart or payment in chat. It collects the products, options, quantities, the customer's name and phone (on WhatsApp the chat's number), plus an address or notes when given, and opens an Order request task.
- The Order requests tab lists them; the task shows the requested items at the catalog price when the request was taken (for information — no payment was taken), the contact, the address and a link to the conversation.
- Your team gets the usual new-task notification (email, WhatsApp, bell). The customer is told the team will contact them; the assistant never says the order is placed or paid and promises no time.
- Contact the customer, complete the order on your own site or by phone, then mark the task Completed. There is no payment-link button in this mode.
Translate with AI
- A task written in another language (for example a call-back ticket the voice assistant wrote in the store's language) has a Translate to … button on the task page and in the task pane: the title and description are translated into your panel language.
- The translation is one small AI call billed to the store wallet; it is saved on the task, so opening it again costs nothing. Show original switches back.
- When the AI credits are used up, the button explains how to top up (Settings → Billing).
Resolving a support ticket
- When you move a support ticket that has the customer's WhatsApp number to Completed, the pane shows Tell the customer on WhatsApp that it is resolved (ticked by default) and a box for the resolution.
- On Save, the customer gets one WhatsApp message from your store's number: "your request … has been resolved", your note and a reply hint. The note is translated into the customer's language with one small AI call billed to the store wallet; with no AI credits left it goes out as you wrote it.
- Inside WhatsApp's 24-hour window it is a normal message. Outside it, the approved template
oic_ticket_resolved_v1is used; it is created on your WhatsApp Business account automatically and needs Meta's approval first. Until then the pane says the notice was not sent. - A ticket gets this message once. The pane shows the result (sent / not sent and why). Completing a ticket never starts a call; for that use AI calls the customer below. There are no phone (PSTN) calls.
AI calls the customer
On a support ticket with the customer's WhatsApp number, the pane has AI calls the customer (once OrderInChat has switched WhatsApp AI calls on and your store's WhatsApp calling is on).
- Write the solution or instruction for the AI, choose As soon as possible or the customer's preferred time, and press AI, call the customer. Nothing is called without this button.
- The AI calls from your store's WhatsApp number, explains your solution in the customer's language and answers questions. Calls wait for your store hours (Settings → store hours; none set → any time) and the chosen time window.
- WhatsApp requires the customer's permission. Without it the customer gets a "may we call you?" request and your solution as a WhatsApp message right away.
- Not callable (no AI credits, Meta does not allow it for that country or number, no permission), no answer after 2 attempts or declined: the solution goes to the customer as a WhatsApp message once.
- At most 3 presses per ticket, one call at a time, at most 5 minutes. Answered minutes are paid from your AI credits. The ticket status does not change; the pane shows the progress and the AI's call summary.
