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The Orders screen, at /live/orders, is the central hub for every transaction your clinic processes. Whether an order was created by a staff member or drafted automatically by the SMS bot, it shows up here. The board tracks each order through its lifecycle and feeds your revenue and KPI tiles.

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Order Statuses

Every order carries one status. The status vocabulary (defined in code) is:
“Awaiting fulfillment” is not a stored status, it is a derived view meaning requested or invoiced. The dashboard triage card and the ?status=awaiting filter both use this definition.
There is also a pending_payment status used only for unpaid SMS-bot drafts. Pending orders are kept out of the orders board, revenue, LTV, P&L, and clinic-notify until payment commits them. A conversational “yes” to the bot can at most produce a payment link, never a committed order. They do surface in one read-only place, the Awaiting payment section (below), so you can see and follow up on links that have not been paid. See How the SMS bot works.

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Creating a New Order

1

Open the new order form

Click New Order on the order board.
2

Select the customer

Search for an existing customer by name or phone. Orders must attach to an existing customer record.
3

Pick a product

Use the searchable product picker. Selecting a product auto-fills its catalog price from the menu.
4

Set channel, payment source, and fees

The channel records how the order was initiated (e.g. in-clinic, phone, SMS bot); payment source records the payment method. An optional Uber fee is captured for the daily-sales ledger.
5

Save the order

Order writes are atomic (header + lines in one transaction) and append an audit-log entry.

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Editing an Order

Open an order to edit its products, prices, channel, payment source, and delivery details, or to advance its status. Every change is written atomically and recorded in the activity log (Settings).

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Awaiting payment

At the top of the Orders screen, an Awaiting payment section lists every SMS-bot draft that has a payment link sent but not yet paid. Each row shows the customer, the items, the amount that was quoted and sent, how long ago the link went out, and a Copy link button so you can resend or follow up. The header shows the count and the total dollar value of outstanding links.
Awaiting-payment orders are not counted in revenue, LTV, or P&L. A row only appears when it is backed by a real sent invoice (an actual payment link), so it always reflects a link a customer genuinely received. When the customer pays, the order leaves this section, moves into the board, and starts counting toward revenue.

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Revenue and the payment gate

An order contributes to revenue once it reaches paid. Orders in requested/invoiced (and pending_payment drafts) are not yet counted. This keeps unearned revenue out of your P&L by construction, financials only reflect real, paid transactions.

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Filtering by Status

Use the status filter at the top of the board, or deep-link with the ?status= URL parameter:
Bookmark ?status=awaiting and check it at the start and end of each clinic day, it surfaces every order that still needs an invoice or fulfillment. Unknown ?status= values safely show the full board with no filter.

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SMS Bot Orders

When a customer texts the bot to reorder, the bot creates a draft order on the sms-bot channel. That draft stays in pending_payment (invisible) until the customer pays the link, at which point it commits to paid and the clinic is notified. You then advance it the same way as any other order.
Only customers with a phone number on file can be recognized by the SMS bot. A customer with no phone is unknown to the bot by design.

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KPI Tiles

The KPI tiles reflect your whole business for the selected date range. Filtering the board by status does not change what the tiles show, they are a practice-wide summary, not a view of what is currently on screen.