Channel to Order

Welcome to Channel to Order 👋 C2O helps teams process customer orders received through channels such as email and chat. Instead of retyping an order into another system, C2O extracts the relevant details and presents them in a review screen.

The basic workflow

1. An order request is submitted as text, with source files attached when they contain useful order details.
2. C2O reads the request and enriches it with configured customer, item, price, currency, and stock information.
3. A user reviews the extracted order and compares it with every source document.
4. The user fixes missing or incorrect details, saves the changes, and resolves any validation issues.
5. The user approves the order or rejects it with a reason.
6. Approved orders are sent to the configured external order system.

Key concepts

Tenant

A tenant is your organisation or business environment in C2O. Your tenant determines which orders, users, business rules, and connected business data you can access. If you have access to more than one tenant, select the required tenant after signing in.

Source documents

Sources are the original order text and any files submitted with it. They are the reference material against which the extracted order must be checked. Each source should be marked as reviewed before approval.

Extracted values

C2O shows where an extracted value came from when that information is available. Treat extracted values as a starting point for review: confirm them against the source and correct them when necessary.

Validation

Validation rules identify details that must be complete or meet a configured condition before an order can be approved. Some rules are required by the connected order system and cannot be changed by tenant administrators.

Order statuses

Status	Meaning
Processing	C2O is extracting and enriching the order.
Extraction failed	C2O could not finish extraction. Open the order and retry when the option is available, or contact your administrator.
Awaiting review	Extraction finished and the order is ready for a user to review.
Approved	The order was approved and is being sent, or has been sent, to the configured external system.
Rejected	The order was rejected and is read-only. The rejection reason is kept with the order.

Who does what?

Most users work with the dashboard and orders. Tenant administrators have an additional Administration section where they can manage users and tenant-specific order-processing settings. Administration access is permission-based; contact your C2O administrator if a page is not available.