How a customer orders and pays in the chat
4 min readUpdated 9 Oct 2026
In short
Your agent collects what the customer wants with their name, phone and delivery address, then asks for your OK. Approve it in AI Studio › Overview under “Needs you”, and the customer gets a “Pay” button for the exact amount; once they pay, the order shows as “Paid” in Sell › Orders.
Where it isAgentAI StudioOverview
Your agent never places an order or takes money on its own. It gets the order ready in the chat, you approve it, and only then does the customer get a payment link.
Before you start
- Connect a payment gateway — Razorpay or Cashfree, in Set up › Connections.
- Price your products in Sell › Catalog. Your agent charges only a price it can read there, never a guess.
- Keep your Sales & Commerce agent running in AI Studio › Agents, with Propose an order and Create payment links switched on in its What it may use step.
In the chat
Your agent confirms the exact item, option and quantity, and asks for the customer’s name, phone number and delivery address. Then it gets the order ready and tells them your team will confirm it.
Approve the order
- Go to AI Studio › Overview. In Needs you, click the order your agent has got ready — its summary starts “Agent proposes a draft order”.
- Under Agent-proposed order — awaiting your approval, check the Product, Quantity, Customer, Phone and Deliver to lines, and any Notes.
- Click Approve order, then Approve order again in Create this order and send the payment link?
If something is wrong, click Reject instead. Nothing is sent to the customer and the chat stays with you — reply from Open conversation.
What the customer gets
As soon as you approve, insideDM creates the order and sends the customer one message with a Pay button for the exact amount:
The button opens your gateway’s secure page, so card and bank details never pass through the chat. Choose the ways to pay in Settings & team › AI controls › Selling limits › Ways customers can pay.
After they pay
In Sell › Orders, the order moves from Awaiting payment to Paid, and the customer gets a Payment received message in the same chat unless you’ve switched it off. Then pack and ship it — see Keep customers updated as orders ship.
If they haven’t paid, they get a reminder with their link before it runs out — your Payment link expiring update.
Send the payment link again
If a link runs out or gets lost, open the order in Sell › Orders and send a fresh payment link from there. It goes into the same chat, for the order’s exact amount. Do this when an order’s History shows Payment link expired.
If something’s not right
If the payment message can’t go out when you approve, the order is still created, the chat stays with you, and a note in the approval panel says why. Fix the cause, then send the link from the order:
- “Payment link needs manual follow-up (no provider)” — no gateway is connected. Connect Razorpay or Cashfree.
- “… (no definite price)” — the product has no price insideDM can read. Add it in Sell › Catalog.
- “… (over payment link cap)” — the total is above your Payment link limit in Settings & team › AI controls › Selling limits, so a person sends it.
Also worth knowing:
- Payment stalled in the Attention column means the link went out more than a day ago and hasn’t been paid. Check in with the customer.
- Payment images to review, at the top of Orders, holds payment screenshots customers send. A screenshot never marks an order paid — check your gateway, then Verify captured payment or Reject image.