Order Entry

The Order Entry page lets call center agents place orders on behalf of customers during phone calls. Go to Call Center → Order Entry in the sidebar.

​

Page Layout

The page uses the standard details layout with:

• Header — Brand selector, call center selector, and call timer
• Main area — Customer form, product lines, payment, and order summary
• Side drawer — Customer context (order history, stats, cards on file, call notes) when viewing a returning customer

​

Exact Order-Entry Flow

1. Open Call Center → Order Entry.
2. If the page was opened from a live call, confirm the linked call appears in the Call timer box.
3. Search for the customer by phone or email in the customer lookup field.
4. If a match is found, review the auto-filled customer details and the customer context drawer.
5. Select a product — it is added to the order lines automatically.
6. Adjust quantity or unit price in the product lines table if needed.
7. Confirm the address fields.
8. Choose the payment method:
   • Card on File if the customer already has a stored token
   • New Card if a fresh card needs to be entered
9. Tax is calculated automatically based on the customer’s address.
10. If the order should create a subscription, enable the subscription section and choose the interval.
11. Click the order button to submit.
12. If upsell offers appear under the order, present them before closing the call. Each accepted upsell is charged to the same card.
13. Choose the final disposition and save the call outcome.

​

Customer Context Drawer

When a returning customer is loaded, a side drawer displays:

• Customer stats — Total orders, total revenue, last order date
• Order history — Recent orders with dates and amounts
• Cards on file — Stored payment tokens with card brand and last 4 digits
• Call notes — Notes from previous agent interactions

This gives the agent full context without leaving the order form.

​

Products

Select a product from the brand’s catalog. Once selected, it’s added to the order lines table automatically — there is no separate “Add” button. Each product line shows:

​

Custom Unit Price

Agents can change the Unit Price field to apply a custom price for a product line. The custom price is used for the subtotal, the tax estimate, and the actual charge. The price an agent can enter has limits:

• It must be above zero, unless the product’s list price is zero (a free product).
• It cannot be above the product’s list price (the price the line starts with). The organization owner and users with the Manage setup permission (for example the Call supervisor role) can enter a higher price.

A price outside these limits is refused with a message on the order, and nothing is charged.

​

Payment

The payment section supports two paths:

• Card on File: shown when the customer has cards saved in this brand; the agent picks which card to use, and that card is charged
• New Card: the agent types the card number, expiry and CVV the customer reads out into secure card fields hosted by NMI (Collect.js, the same fields a tokenized checkout uses)

When the agent places the order, NMI turns the card into a single-use payment token. ElasticFunnels receives only that token plus the card brand, last 4 digits and expiry; the full card number and CVV never reach ElasticFunnels. Order Entry does not accept a typed card number in any other way. A saved card can only be charged for the customer it was saved for, in the same brand. If the card does not belong to the customer on the order, the order is refused and nothing is charged. If a payment fails, the specific error from the gateway is shown above the order button and the card fields are highlighted.

​

Tax Calculation

Tax is calculated automatically when the customer’s address and product lines are set. The estimated tax amount appears in the order summary before submission. If an agent has overridden the unit price, the tax estimate uses the custom price, not the product’s default.

​

Sales Scripts

A sidebar panel shows the configured sales scripts (main pitch, rebuttal, upsell talking points) for the agent to reference during the call. Scripts are loaded from the call center’s default script, falling back to the brand-specific override defined in Brand Settings when present.

​

Call Controls

• Call timer — Tracks how long the current call has been active
• Agent info — Shows the agent’s call center and team
• Disposition — Required before closing the session; defaults to the first assigned call center’s disposition list

​

Returning Customers

When a phone number or email matches an existing customer:

• Contact and address information auto-fills
• The customer context drawer opens with full history
• The customer lookup results include the last order date for quick identification
• If payment tokens exist, Card on File becomes available and the agent can pick which card to use

​

After the Order

On a successful charge, the customer receives the standard purchase confirmation email and the agent’s commission is recorded. If the gateway returns a reusable vault token after the order, Order Entry stores it for the rest of the current flow so upsells and later subscription actions can reuse it.

​

Upsells

After a successful order, upsell offers for the brand appear under the order. Click Add on an offer the customer accepts:

• The upsell is charged to the card from this call and saved as its own order, marked as an upsell. It gets its own confirmation email, fulfillment and affiliate postbacks, and it shows in the session’s sales list, where it can be voided like the main order.
• The agent earns a separate commission for it when the commission rule includes upsells.
• If the card is declined, the upsell shows as failed with the decline reason, and no order is created.