Skip to content

Look up orders and bookings in a chatbot

Store actions let the bot do real work inside a chat. A customer can check an order, cancel it, reorder it, confirm the address, switch Cash on Delivery to a payment link, or book an appointment. Each block has ready-made exits, and some give you a variable to show in a message. Follow this page to add and wire them.

Before you start

What each block does

Store actions

Find these under All steps → Store actions. Each one shows its Outcomes as chips on the card. Wire each outcome to a step.

Block What it does Outcomes Variable it gives you
Order status Finds the order in your store. found, not_found {{order_status_message}}
Cancel order Cancels the order on your store when it still can be. cancelled, not_cancellable, not_found None
Reorder Rebuilds the last order as a pre-filled checkout link. ready, no_orders {{reorder_url}}
Confirm address Looks up the delivery address. found, not_found {{shipping_address}}
COD check Checks whether the order is Cash on Delivery. cod, not_cod None
COD to prepaid Creates a payment link for the COD order. link_ready, no_payment, not_found {{payment_url}}
Book appointment Books the chosen service, date and slot. confirmed, requested, slot_taken, rejected_show_slots None

Pick lists

A Pick block shows the customer a live list and saves the choice. Find them under All steps → Advanced.

Block What the customer picks Saved as
Pick a recent order One of their recent orders. order_number
Pick an open order One of their orders that is still open. order_number
Pick a service A service that can be booked. service_id
Pick a date A day with free slots. date
Pick a time slot A free slot on the chosen day. slot
Pick my appointment One of their upcoming appointments. appointment_id
Pick a new slot A free slot to move an appointment to. slot
Pick a social account One of your connected social accounts. selected_social_account
Pick a niche A content niche for a post. social_niche
Pick a trend A trending topic for a post. social_trend

Do not rename the saved name

Each Pick block saves its answer under the name in the last column. The matching store action reads that exact name. If you change it, the action stops working.

Steps

Add a store action

  1. Click the + after the step where the action should run. The Add a step after menu opens.
  2. Click All steps.
  3. Under Store actions, click the block, for example Order status.
  4. Click the block on the canvas. The Step panel shows its name, what it does, and the list Outcomes.
  5. Click the + at each outcome and add the step that follows it.

You do not type anything into a store action. The block arrives ready to use. [VERIFY: how each action finds the customer's order, for example from the saved order_number]

Let the customer check an order

  1. Add a Text block that asks the customer to choose an order, for example Which order do you mean?.
  2. Add a Pick a recent order block. The panel reads Saves the reply as order_number.
  3. Add an Order status block.
  4. Wire the outcome found to a Text block. Type {{order_status_message}} in the message.
  5. Wire the outcome not_found to a Text block, for example We could not find that order.

Cancel an order

  1. Add Pick an open order so the customer picks an order that can still change.
  2. Add a Cancel order block.
  3. Wire cancelled to a message, for example Your order is cancelled.
  4. Wire not_cancellable to a message, for example This order has already shipped.
  5. Wire not_found to a message that offers help from a person. See Action blocks.

Reorder the last order

  1. Add a Reorder block.
  2. Wire ready to a Text block. Type Reorder here: {{reorder_url}}.
  3. Wire no_orders to a message, for example You have no past orders yet.

Confirm the delivery address

  1. Add a Confirm address block.
  2. Wire found to a Text block. Type We will deliver to: {{shipping_address}}.
  3. Wire not_found to Ask address to collect a new one. See Ask for name, phone, email and address.

Move a Cash on Delivery order to prepaid

  1. Add Pick an open order.
  2. Add a COD check block.
  3. Wire cod to a COD to prepaid block. Wire not_cod to a message, for example This order is already paid.
  4. Wire link_ready to a Text block. Type Pay here: {{payment_url}}.
  5. Wire no_payment and not_found to messages that offer help from a person.

Book an appointment

  1. Add Pick a service, then Pick a date, then Pick a time slot. Each one shows a list from your booking settings.
  2. Add a Book appointment block.
  3. Wire confirmed to a message, for example Your appointment is booked.
  4. Wire requested to a message, for example We received your request and will confirm soon.
  5. Wire slot_taken and rejected_show_slots back to Pick a time slot, so the customer chooses again.

Move or check an existing appointment

  1. Add Pick my appointment to let the customer choose one of their bookings.
  2. Add Pick a new slot to show free slots to move it to.

[VERIFY: which block finishes a reschedule after Pick a new slot]

Check the advanced fields

  1. Click a store action, then click Show JSON. It opens the engine's own fields.
  2. Read Advanced step · INVOKE_ACTION or DYNAMIC_OPTIONS.
  3. Leave the fields as they are, unless your support team asks you to change one.

Troubleshooting

Issue Cause Fix
The action always goes to not_found The order number was not saved. Add a Pick block before it, or ask for the number with Ask Question and save it as order_number.
A Pick list is empty There are no orders, services or slots to show. Check your store and your booking settings.
{{order_status_message}} shows as text The message was sent before the Order status block ran. Put the message after the found outcome.
An outcome has no wire The chat stops there. Click the + at the outcome and add a step.