Order card configuration and access
Share selected order information in a card that only the intended visitor can read.
What it is
Order Cards presents order details in chat, including items, totals, status and delivery information when available. A deliberately shared card contains an approved snapshot for its intended visitor. It does not give that visitor access to the customer's wider account.
Who uses it and why
- Users with the Settings role choose the visitor appearance and minimum guest matching.
- Operators share relevant order details after checking the recipient through their support process.
- Visitors read the order information sent to them.
Where to find it
Use Settings › Commerce › Order Cards with the Settings role. Select the configuration under Order card configuration in Settings › Chat › Themes.
Operators see order cards in commerce results and conversations. Visitors receive them as chat messages.
How it works
- Retrieve the order and check that it belongs to the person you are helping.
- Deliberately send the order card in that visitor's conversation.
- INSIDE prepares a visitor-safe snapshot for that recipient.
Customer email, phone, addresses, product SKUs and private store links are excluded from the visitor card. Customer profile cards remain operator-only. AI sharing also rechecks the current authorisation and intended recipient before sending approved information.
The recipient can continue reading the delivered snapshot without signing in again. Requesting fresh or additional order information still needs authorisation. Copying a protected reference into another visitor's conversation does not give them access; an operator must deliberately share the order again.
Configure it
Choose New, Edit or Duplicate in Order Cards. Enter Name, adjust Visitor appearance, and compare Operator preview with Visitor preview.
Under Authorisation, choose Guest order matching. Require email and Require email and phone can strengthen the provider's minimum checks. They do not weaken stronger provider checks or disable supported store sign-in.
Save the configuration, then select it in the required theme. Changes apply to every theme using it. Hiding Order items disables its image control; hiding Prices and totals disables its breakdown control.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Order items | Settings › Commerce › Order Cards | website | On | Settings role | Shows purchased items on visitor order cards. |
| Item images | Settings › Commerce › Order Cards | website | On | Settings role | Shows item images when Order items is enabled and images are supplied. |
| Payment and fulfilment status | Settings › Commerce › Order Cards | website | On | Settings role | Shows supplied payment and fulfilment statuses. |
| Order date | Settings › Commerce › Order Cards | website | On | Settings role | Shows the supplied order date. |
| Prices and totals | Settings › Commerce › Order Cards | website | On | Settings role | Shows supplied prices and order totals. |
| Subtotal, shipping and tax | Settings › Commerce › Order Cards | website | Off | Settings role | Shows the supplied breakdown when Prices and totals is enabled. |
| Delivery and tracking | Settings › Commerce › Order Cards | website | On | Settings role | Shows supplied shipment and tracking details. |
| Guest order matching | Settings › Commerce › Order Cards | website | Inherit provider matching | Settings role | Keeps the provider's checks or strengthens them to require email or email and phone. |
| Order card configuration | Settings › Chat › Themes | website | Default | Settings role | Selects a reusable order-card configuration for the theme. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Name | Settings › Commerce › Order Cards | Yes | Names the reusable configuration, up to 100 characters. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Access Order Cards and Themes, subject to Settings permissions. |
| View Only | View configurations without creating, duplicating or saving changes. |
Limits and good to know
- A locked card cannot be unlocked simply by sharing it.
- Appearance controls do not replace access checks or authorise wider account access.
- A snapshot reflects the details approved when sent; it is not a promise of continuously updated order status.
- Cards initially include up to 50 items, 20 shipments and 20 returns. Large messages may omit further rows while retaining the original counts.
- Missing configurations use default visitor appearance. Optional details still depend on the store.
Depends on and works with
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Settings permissions control configuration access.
- Messages and rich contentRequires
Shared cards are rich messages in the conversation.
- Store customer matches and ordersEnhances
Operators inspect customer orders before deliberately sharing a card.
- Customer and order accessConfigured by
Automated visitor disclosure requires current order or customer verification.
- Store order details and historyRequires
Cards use order information retrieved from a connected store.
- AI commerce functions and access limitsEnhances
Configured AI commerce functions can retrieve and share authorised order cards.
- Visitor chat themes and brandingConfigured by
Themes select the visitor's card configuration.
- Order cards in visitor chatEnhances
Visitors read protected and deliberately shared order cards in chat.
Used by
- Operator replies and commentsEnhances
Order sharing lets operators insert approved order cards after checking the recipient.
- Order cards in visitor chatConfigured by
Order-card presentation and deliberate sharing determine the visitor view.
- Rich content in AI repliesConfigured by
Order Card configurations control order presentation and guest matching requirements.
- Store customer matches and ordersEnhances
Deliberate order sharing applies recipient checks separately from viewing private panel records.
- Customer and order accessConfigured by
The selected order-card configuration can require stronger guest matching.
- Store order details and historyEnhances
Order cards present and share selected order details.
- AI commerce functions and access limitsEnhances
Authorised order results can be shared as order cards.
FAQ and troubleshooting
Why does the visitor see less than I do?
Visitor cards omit private customer details and store links. Their appearance also follows the theme's selected configuration.
Does sending a card unlock order history?
No. The shared message is approved for that recipient only. History needs verified store sign-in.
Why can the visitor still read a card after signing out?
A deliberately shared snapshot is a delivered message. Signing out revokes live access to further protected information.
Why are some items or shipments missing?
The store may not supply them, or the message may have been shortened to fit card limits. Check the full order in the store when more detail is needed.