How can I create an order from a customer conversation?

Mediabriz Conversation Actions helps you turn customer messages into an order directly from a messaging conversation.

Start an order

1. From the conversation overview, select Actions.
2. Select the order action you want to use.

The actions available to you are configured by your organization, so the action name may be different from the examples shown here.

Mediabriz analyzes the conversation text and prepares a suggested order for you to review, using your organization’s product catalog to match the products mentioned in the conversation.

Files: You can include photos and single-page PDF files in the analysis. The text is always analyzed. Multi-page PDFs are not analyzed, but you can open them to read.

Review the order

After the analysis, Mediabriz opens a side-by-side view so you can review the suggested order together with the conversation.

On the conversation side, you can see which messages were used for the order, what needs your attention, and what was not analyzed. Click an image or PDF row to preview it in this pane; Back to conversation returns to the messages. Files blocked by the security scan do not open.

On the order side, review the products, quantities, customer details, and Requested delivery date.

Each product line shows its status:

• Matched: The analysis identified the product in the catalog.
• Selected: You chose or confirmed the product.
• Added manually: You added the product from the catalog, or it came from a duplicated order.
• To confirm: Check the proposed product, then select Confirm to keep it, or choose an alternative.
• Not identified: Choose a suggestion or search the catalog.

Matched and Selected are resolved green states; Added manually is resolved gray. To confirm and Not identified are open amber states that must be resolved before sending. The summary stays visible at the top while you scroll and shows N open. Use Next open item, or Show the open item when only one remains.

A line read only from a handwritten photo opens as To confirm, with the guidance: “The order list is handwritten. Check each item against its suggestion before sending.” Confirm keeps the proposed product.

An item from an agent or bot message shows “This item did not come from a customer message. Check the message before sending” and a Show in the conversation link. This informational note does not require confirmation or itself block sending. Informational notes are gray; three or more can be expanded under N notes on this reading.

You can also change quantities, add or remove products, search your organization’s product catalog, and complete any missing information. Orders support up to 100 items. If analysis output is truncated, review the conversation for additional items.

If no order is identified, the result says The conversation does not seem to contain an order. Select Analyze again, or add products manually from the catalog.

Complete your organization’s custom fields for manually entered information, such as notes or a PO number. Required custom fields and fields with values remain visible; empty optional fields may be under More details. Before sending, review the customer details and confirm that they are correct.

Send the order

Once all open lines are resolved, required fields are complete, and the customer details are checked, select Send order · 3 items (the count reflects your draft). With no lines, the label is Send order.

The order is sent to your organization’s configured system only after you review and approve it. Mediabriz does not submit orders automatically.

If an order was already sent and a new one is detected, the summary says New order detected. The earlier-order card is informational; there is no Send another order confirmation. Duplicate is available only when the current draft has no lines.

For more technical information about configuring Create Order for your organization, see:
- How do I prepare and upload a product catalog for Create Order?
- How do I integrate Create Order with my organization’s system?