Orders

Track and fulfill customer orders directly within SkyLight Chat. Whether orders come from your AI agent, web chat, API, or Salla integration, they all appear in one unified order management system.

Purpose

The Orders module provides a lightweight order management layer so you can:

• Create orders — manually or via AI agent conversations.
• Track status — pending, confirmed, processing, shipped, delivered, cancelled.
• View line items — products, quantities, prices.
• Link to contacts — see customer purchase history.
• Integrate with e-commerce — sync orders from Salla or create via API.
• Automate notifications — send order confirmations and shipping updates via WhatsApp.

Who can access

Prerequisites

1. Products defined (optional) — create products in Settings or via API for structured line items.
2. Contacts available — orders link to contacts for history tracking.
3. WhatsApp connected (for notifications) — enables order confirmation and shipping alerts.
4. Salla connected (optional) — syncs e-commerce orders automatically.

Full walkthrough

Creating an order manually

1. Go to Orders.
2. Click + Create Order.
3. Select or create contact:
   • Search existing contacts by name or phone.
   • Or enter new customer details (name, phone, email).
4. Add line items:
   • Search products by name or SKU.
   • Or enter custom items with name, price, and quantity.
5. Fill in:
   • Shipping Address (optional).
   • Notes — internal notes for your team.
6. Click Create Order.

The order is created with Pending status.

Viewing order details

Click any order row to open the detail view:

• Customer info — linked contact with purchase history shortcut.
• Line items — expandable product table.
• Order totals — subtotal, tax (if configured), grand total.
• Shipping — delivery address and customer notes.
• Activity — timeline of status changes and internal notes.

Updating order status

1. Open the order.
2. Click Update Status.
3. Select the new status from the dropdown.
4. Add a note (optional).
5. Click Save.

Status changes are logged in the activity timeline.

For orders synced from Salla, confirming or cancelling in SkyLight also updates the order in Salla via API. See Salla Integration.

Valid status transitions

Cancelling an order

1. Open the order.
2. Click Cancel Order.
3. Enter a cancellation reason.
4. Confirm.

Cancelled orders cannot be reactivated. Stock is automatically restored (if inventory tracking is enabled).

Editing order items

Only Pending orders can have items modified:

1. Open a pending order.
2. Click Edit Items.
3. Add, remove, or adjust quantities.
4. Click Save Changes.

Once an order is confirmed, items are locked.

Deleting an order

Only Pending or Cancelled orders can be deleted:

1. Open the order.
2. Click Delete.
3. Confirm.

Deleted orders are permanently removed.

Field glossary

Line item fields

Statuses and badges

Nested screens

Order detail view

Create order modal

Connections to other areas

Limits and plan behavior

Orders created via any source (manual, AI, API, Salla) count toward monthly limits.

Troubleshooting

Related articles

• Contacts — customer records linked to orders
• Salla Integration — e-commerce order sync
• Bookings — service appointments
• AI Agents — order creation through conversation
• Orders API — programmatic order management