Product and Order nodes
Let visitors pick products earlier in a flow with the Product node, then review and place the order later with the Order node.
The Product node and the Order node split ordering into two parts, so a visitor can choose products at one point in a conversation and place the order later, after other questions or choices.
Both nodes need Commerce turned on for your chatbot, and they work the same on your website, WhatsApp, and Instagram.
What each node does
- Product — lets the visitor pick one catalog product and adds it, with a quantity you set, to the order building up on their path. It never places the order on its own. Add several Product nodes along a flow to build up a multi-item order.
- Order — reviews the products picked up so far, resolves the customer details, and places the order once the visitor confirms.
When to use them
Use a Product node plus an Order node when you want products chosen before the order is placed — for example, let the visitor pick a main item early, ask a few more questions or offer an add-on, then review and place everything at the end.
Each product the visitor picks along the way is added to the same order. If the same product is picked more than once, the quantities are added together into a single line. A branch the visitor does not take never adds its products.
Set up a Product node
Add the Product node
In the node library, choose Product. Its edit panel is titled Add products.
Attach products
Search your catalog by product name or SKU and select Add on each product this node should offer. You can attach up to 50 products to one Product node. Set each product's quantity with the plus and minus buttons; a quantity can be any whole number from 1 to 9,999. Your chosen items stay pinned under Products this node adds.
The visitor is shown these products and picks one. That product is added to the order at the quantity you set, then the flow moves on.
Connect the next step
Under Next step, route the node to the next question, another node, or an ending. A Product node leads to exactly one next step. Your changes save automatically as you edit — there is no Save button.
A Product node must have at least one attached product. While it has none, the editor shows a reminder and the flow will not publish until you attach one, but your other edits are still saved.
Set up an Order node
Add the Order node
In the node library, choose Order. Its edit panel is titled Place the order.
Map the customer details
Under Customer details, connect the answers your flow collected to the order fields. Name and delivery address are required; email, phone, and notes are optional, so a visitor can leave a phone number instead of an email. Collect each detail earlier with an Ask for input node and give it a Key, then pick that Key here. Any email or phone you collect is still checked for a valid format before the order is placed.
If a required detail is unset or points to a Key that no longer exists, the editor shows which mapping to fix. Your changes save automatically as you edit, and the flow will not publish until every required detail is mapped.
The visitor always reviews the order first
Every order is reviewed before it is placed — there is nothing to switch on or off. When the visitor reaches this node they see a summary of the products, shipping, the total including shipping, and the details you collected, then place the order with a Confirm button (or Cancel to stop). The order is only created after they confirm. Shipping and tax come from Commerce → Settings.
Product quantities are always whole numbers from 1 to 9,999. If imported or older flow data contains a fraction, Fetchply rounds it down before review. A quantity that rounds below 1 is removed. The quantities in the review are the exact quantities used when the order is placed.
Write your own review message (optional)
Leave Review message blank and the visitor sees the built-in review: the products, the totals, and the details you collected. To word it yourself, type your own review up to 500 characters and drop in any of these placeholders, which Fetchply fills in before the visitor confirms:
{orderItems}— every product with its quantity and line total.{orderTotals}— the Subtotal, Shipping, Tax, and Total lines. Shipping and tax only appear when they apply.{orderTotal},{orderSubtotal},{orderShipping},{orderTax}— a single amount each.{customerDetails}— the name, delivery address, and any email, phone, or note collected.{orderSummary}— the whole built-in review, so you can add a line above or below it.- Any answer Key you saved, such as
{name}.
The Confirm and Cancel buttons are always added for you, so you never need to mention them. A review message longer than 500 characters is flagged with a note showing the limit.
Check the review in the preview
Under the field, Preview shows the review the way a visitor reads it, and it updates as you type. Your line breaks and blank lines are kept exactly as you typed them, so you can see the spacing before anyone sees it. The label on the right tells you which text is being shown: Your review when you have written one, or Built-in review while the field is empty.
The preview uses a sample order — example products, prices in US dollars, and example answers such as a name and address — because the real products, prices, currency, and answers only exist during a conversation. Only the customer details you actually mapped appear, so the preview also shows you at a glance when a detail you expected is missing. A placeholder nothing can fill in stays visible in braces, such as {nope}, which is the fastest way to catch a typo before you publish.
Add custom fields when you need extra details
Under Custom fields, select Add custom field, enter a label, and map it to the Key from an earlier question. You can add up to 10 fields to one Order node. Labels must contain 1 to 50 characters after extra spaces are removed, and every label on the node must be unique, even when capitalization differs.
Custom fields appear on the placed order in the same order shown here. If a visitor leaves an answer blank, that field is not saved. Answers longer than 500 characters are shortened to the first 500 characters so a long response never blocks the order.
Write an optional confirmation message
Leave Confirmation message blank to show the full order review automatically, or type your own message up to 500 characters. Drop in {orderId}, {orderTotal}, or {orderSummary} to include the order number, total, or full item review, plus any answer Key you saved such as {name}. A message longer than 500 characters is rejected with a note showing the limit.
Connect the next step
Under Next step, choose where the flow goes after the order. Your changes save automatically as you edit — there is no Save button.
Build and publish
Create, connect, validate, preview, and publish a flow.
Guided Flows overview
How guided flows work across the widget, WhatsApp, and Instagram.
Troubleshooting
- The order says the cart is empty. The visitor reached the Order node without a valid product quantity. This can happen when no product was picked, the Order node has none of its own, or imported quantities are zero, negative, or fractions below 1. Make sure a Product node comes before the Order node on every path and uses a whole quantity of at least 1, or attach products directly to the order.
- A product quantity was rounded down. Quantities must be whole numbers. A fractional quantity such as 2.7 becomes 2 before the review; a fraction below 1 is removed. The review always shows the quantity that will be ordered.
- The flow will not publish. The message tells you what is wrong and which node to fix, and that node is selected and outlined in red on the canvas. Common causes: Commerce is off, a Product node has no products, an Order node has no customer name or delivery address mapped, or a node is not connected to a next step or ending. Fix the named node, then publish again — the message shows how many issues are still left.
- A red dot sits on a tab inside the Order node. That tab holds the problem. Open it and look for the red text under the highlighted field. Custom fields is marked when a field has no label or points at an answer that no longer exists; Order is marked when a customer detail is unmapped.
- The Order node opens with a "Fix before publishing" list. These are the problems that stop this node from working, repeated on the node so you can fix them in place. The list clears as you correct each one.
- A custom field is highlighted. Give it a label between 1 and 50 characters, make sure no other custom field uses the same label with different capitalization, and map it to a Key that still exists earlier in the flow.
- You cannot add another custom field. One Order node can contain up to 10 custom fields. Remove one before adding another.
- A custom field is missing from the placed order. Blank answers are not saved. Check that the visitor answered the mapped question and that the field points to the correct Key.
- The order was not placed even though the visitor confirmed. A detail may be missing or invalid. An order needs a name and delivery address, and any email or phone collected must be valid (an email must look like a real address, a phone must be a real number). Ask for the detail again with a clear example.
- The price or currency changed during review. If a product's price or currency changes between the moment the visitor sees the review and the moment they confirm, the order is not placed and the products stay in the cart. Ask the visitor to review the updated total and confirm again.
- The order total looks off. The total shown in the review is the product subtotal plus the shipping and tax from Commerce → Settings. Update those figures there to change what visitors are charged; every product uses your single store currency.
- A product is hidden, inactive, or out of stock. The order is blocked safely so nothing invalid is placed. Swap or remove the unavailable product, or restock and reactivate it in Products, then try again. The product picker also flags a hidden or sold-out product while you build the flow.
- Commerce is turned off. While Commerce is off, an Order node cannot place a new order. Turn Commerce back on to resume ordering.
- A confirmation shows
{orderId}or another placeholder as plain text. The placeholder was misspelled. Use the exact spellings{orderId},{orderTotal},{orderSummary}, or a saved answer Key like{name}. Unknown placeholders are left as-is so you can spot the typo. - The review shows a placeholder as plain text. Same cause: check the spelling against the list in Review message.
{orderId}does not work in the review because the order number only exists after the visitor confirms. While you are editing, an amber note under the field names any placeholder nothing will fill in, so you can catch the typo before publishing. - The Preview shows products, prices, or answers that are not yours. The preview always uses a sample order in US dollars because the real products, prices, currency, and answers only exist during a conversation. Use it to check wording, spacing, and placeholders; the live review uses your store's products, prices, and currency.
- A customer detail is missing from the Preview. Only the details mapped on this node appear. Map the missing detail under Customer details, and the preview updates immediately.
- Your review message is missing the products or the total. A custom review shows only what you put in it. Add
{orderItems}and{orderTotals}, or use{orderSummary}to include the full built-in review. Clearing the field brings the built-in review back. - The visitor picked or confirmed twice. The order is created only once. A repeated tap or a refreshed page does not create a duplicate order.