Overview
Order Management Formatting allows merchants to display additional order information in the buyer's order-tracking response using custom fields and tracking enrichment settings.
Merchants can configure custom fields to retrieve information directly from the connected order payload or use a prompt to extract the required information. This helps make order details more informative and relevant to customers.
Key Features
Custom Fields: Add extra information to the order-tracking response.
Direct Mapping: Retrieve a value directly from a field in the connected payload.
Prompt-Based Configuration: Specify the information that needs to be extracted.
Tracking Enrichment: Retrieve additional order information from a connected data source.
Buttons and Links: Add clickable buttons with links to relevant pages.
Channel-Specific Link Limits: Configure one link for WhatsApp and up to three links for Instagram.
Order Tracking Testing: Test the configured response using the Order Tracking Agent.
How to Configure Order Management Formatting
Step 1: Open Order Handling Settings
Log in to your BIK dashboard.
Navigate to Skills.
Select Order handling from the AI Skills section.
Open Settings.
The Order Handling settings page contains the Tracking settings and Enrichment settings tabs.
Step 2: Open Enrichment Settings
Select the Enrichment settings tab.
Locate the Tracking enrichment (Optional) section.
Verify that the required data source, such as Shopify, is connected.
Configure any additional enrichment sources required.
Tracking enrichment provides additional information from the configured data source.
Step 3: Add a Custom Field
Locate the Custom Fields section.
Click Add Field.
Enter a descriptive name in the Field Name field.
Enter Currency to display the currency associated with an order.
Step 4: Configure the Custom Field
Choose one of the following methods.
Option A: Direct Mapping
Use Direct mapping when the required information is available in the source payload.
Select Direct mapping.
Under Payload source, select the appropriate source, such as Shopify payload.
Under Select API field, choose the required field, such as
currency.Verify that the selected field corresponds to the custom field.
configuration
Setting | Example value |
Field Name | Currency |
Configuration method | Direct mapping |
Payload source | Shopify payload |
API field |
|
Option B: Write Prompt
Use Write prompt when the required information needs to be extracted using an instruction.
Select Write prompt.
Enter a clear instruction describing the information to extract.
Ensure the instruction is specific to the custom field.
Test the configuration against an order with known data.
Step 5: Add or Manage Custom Fields
Click Add Field to configure additional order information.
Give each field a descriptive name.
Verify the data source and mapping.
Use the delete icon to remove fields that are no longer required.
Configure Buttons and Links
Merchants can configure buttons and links to provide customers with quick access to relevant pages from their messages. The available number of links depends on the communication channel.
Step 1: Open the Message Configuration
Open the relevant message or response configuration in Journey Builder.
Locate the Buttons and Links configuration section shown in the message editor.
Add a button or link using the available configuration option.
Step 2: Configure a Button and Link
Enter the button label that customers will see.
Provide the destination URL that the button should open.
Verify that the label clearly describes the destination or action.
Add any additional links permitted by the selected channel.
Test the message to confirm that the button and link behave as expected.
Links
Step 3: Follow Channel-Specific Link Limits
The number of links supported depends on the selected channel.
Channel | Maximum number of links |
WhatsApp (WA) | 1 link |
Instagram (IG) | 3 links |
WhatsApp: Only one link can be configured in the message.
Instagram: Up to three links can be configured in the message.
Ensure that the number of configured links does not exceed the supported limit for the selected channel.
Step 4: Test the Buttons and Links
Select the appropriate channel.
Preview or test the configured message.
Verify that the button label is displayed correctly.
Click each button or link and confirm that it opens the intended destination.
Verify that the configured link count follows the channel's limit.
How to Test Order Management Formatting
After configuring enrichment settings and any applicable message buttons or links, test the Order Tracking Agent.
Navigate to My Journeys.
Locate the Order tracking agent.
Open its settings and click Test agent.
Select the required testing channel.
Enter a test customer message asking for order details.
If prompted, provide the order ID and the email address or phone number associated with the order.
Verify that the response contains the expected order information and custom fields.
Best Practices
Use descriptive field names that clearly identify the information being displayed.
Prefer Direct mapping when the required value is available as a specific payload field.
Use Write prompt when the information requires prompt-based extraction.
Verify that the selected data source is connected and returning the expected data.
Test with orders containing different values, currencies, and statuses.
Check how the response behaves when an optional field is missing or empty.
Validate the tracking link and order details before enabling changes for live customer conversations.
FAQ
1. What is Order Management Formatting?
It allows merchants to configure how order information is displayed in customer-facing responses across supported channels.
2. Where can I configure custom fields?
Navigate to Skills → Order handling → Settings → Enrichment settings → Custom Fields.
3. How many links can I configure for WhatsApp?
WhatsApp supports one link per configured message.
4. How many links can I configure for Instagram?
Instagram supports up to three links per configured message.
5. Can I preview the message before using it with customers?
Yes. Use the conversational preview and testing interface to review the configured message, order details, buttons, and links.
6. What is the difference between Direct mapping and Write prompt?
Direct mapping retrieves a value from a selected payload field. Write prompt lets you describe the information that needs to be extracted from the available data.
7. Can I add more than one custom field?
Yes. Use Add Field to configure additional order information, with a descriptive name and the appropriate mapping or prompt.
8. Why is a custom field missing from the response?
Check that the enrichment source is connected, the selected API field is correct, and the source order contains the expected value. For prompt-based fields, review the prompt and test it again.
9. How are multiple orders displayed?
Multiple orders can be presented in a structured list, followed by a button template message with the relevant order details and CTA links.
For further assistance or to raise feature requests related to Enablement of Order Management Formatting, please contact [email protected].