Order Support Mode explained
What happens after an order is created by AI, manually, or from Smart Bot.
When support mode starts
When an order is created from AI Sales, Manual Order, or Smart Bot, the customer should move into support mode. The AI should understand that the sale is completed and now answer order-related questions naturally.
Where the customer appears
- AI Inbox chat list should show the customer.
- A Support badge should identify the conversation.
- The customer should also be visible under the Closed filter when the order-created state is mapped there.
- The AI should inform the customer that the order is created and further messages will be handled as support.
Important behaviour
Support mode is not the same as blocking the conversation. It should keep the AI available for delivery, payment, address, status, and product support questions.