Sales conversations and orders
Use the Sales workspace to inspect the conversation and the separate order record. A helpful reply, a checkout link and a completed sale are different outcomes. The available controls depend on the connected channel, store and your account's permissions.
Inspect a conversation
Open Sales → Conversations and select the relevant thread. Check the channel, customer request, messages and time of the last activity. Use the actual thread as evidence of what was said rather than assuming a setup preview was sent to a customer.
Review product statements, policy exceptions and links against the current business sources. A conversation that sends a shopper to an external website does not itself prove that checkout was completed there.
Take over when the control is available
For a workspace owner or administrator, eligible WhatsApp conversation drawers show Take over and Resume AI when the workspace supports conversation control. These controls depend on the WhatsApp coexistence capability; they are not promised for every channel or account. Take over requests human control for that conversation; wait for the confirmed Your team is in control state before relying on it. Resume AI hands control back subject to the workspace's existing automation readiness.
If the control reports Conversation status unavailable or says the last change was not confirmed, choose Check status and inspect the current result before trying again. An unavailable control does not establish whether a previous request succeeded.
Conversation control is distinct from Pause agent in product setup. Use the product pause when you intend to stop the Sales assistant across the workspace. A pending pause request still needs confirmation; do not infer that all prior work was canceled.
Verify an order separately
For integrated order workflows, open Sales → Orders and inspect the relevant record. Check the items, quantities, payment state, delivery or pickup choice, platform reference and timeline where available.
| Evidence | What it establishes |
|---|---|
| Checkout link sent | The customer received a route to checkout. |
| Payment confirmed | The payment system reports a payment result. |
| Order recorded by the store | The commerce platform accepted the order. |
| Fulfillment or pickup state | The reported delivery stage; it is separate from payment. |
If payment succeeds but inventory or store-order processing needs attention, review that specific exception. Do not create a second order or charge merely because a later confirmation is missing. Website-link mode provides no private order lookup by itself.
Changes, cancellation and refunds
Use only the actions available for that order. Depending on its state and integration, the dashboard can expose processing, shipped, delivered or pickup updates, cancellation and refund actions. A local status change is not proof that every external system accepted the same update.
Review the amount, payment and order state before confirming a refund. Check the resulting receipt and any manual-review message. Some integrations explicitly do not support refund writeback; the presence of a store connection is not a promise of automatic refund synchronization. See Sales store connections for these limits.
A refund marked failed or requiring attention needs investigation of the existing attempt. Check the payment provider and order record before repeating it.
Pause, recover and resume
Return to Sales setup to inspect workspace readiness after a provider disconnect, store change or billing interruption. Use the displayed owner action. Retry activation request reconciles the saved request and may finish an activation; use it only if that remains the intended outcome.
Include the workspace, approximate time, channel, affected operation and the visible result when contacting Hexagon. Exclude access tokens, raw card information and unrelated customer records.