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Orders Registry in the CRM

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Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

Overview

The Orders Registry is a contact-centric purchase history. For each contact (and, optionally, for each deal) you record orders with a title, value, currency, status and date, building a clear view of everything that person has bought.

It's important to understand what it is and what it is not: the orders registry is a log, not a payment gateway. It does not charge, refund or reconcile money — billing is handled by the Payments module. Marking an order as "refunded" or "canceled" here is just a history note, not a financial operation.

Orders can arrive from several origins: entered manually, received via webhook, created through the API, originated from the Payments module, or from commerce integrations.

Prerequisites

  • The Orders Registry is optional and off by default. Ask an administrator to enable it for the account.
  • CRM management permission to create and edit orders.
  • Contacts in place — every order belongs to a contact.

Step by step

  1. Confirm with an administrator that the Orders Registry is enabled.
  2. Open a contact (or a deal) and find the Orders section.
  3. Create an order with a title, value, currency and status.
  4. Optionally, set the order date and paid date, and link the order to a deal.
  5. Update the status as the order evolves (paid, partially paid, overdue, refunded, etc.).

Settings & options

  • Order status: pending, paid, partially paid, overdue, refunded, canceled and failed.
  • Source: manual, webhook, API, Payments or commerce — identifies where the record came from.
  • Links: every order belongs to a contact and can be linked to a CRM deal.
  • Currency and value: each order has its own value and currency (default BRL).
  • External identifier: orders from integrations carry an external ID that prevents duplicates.
  • Owner-based wallet: when owner-based privacy is active, each rep sees only the orders of the contacts/deals they can access.

Use cases

  • Keep each customer's purchase history right on the contact profile.
  • Track, on the deal, the orders already placed for that opportunity.
  • Consolidate orders from multiple origins (manual, Payments, commerce) into a single log.
  • Feed automation and reports based on what each contact has bought.

Tips, limits & best practices

  • Use the orders registry for history; to actually charge, use the Payments module.
  • Standardize titles and statuses to make reading and filtering easier.
  • When integrating via webhook/API, send a stable external ID so orders aren't duplicated.
  • Link the order to the matching deal when it makes sense, to connect sale and opportunity.

Troubleshooting

  • I don't see the Orders section: the module may be disabled for the account — talk to an administrator.
  • Duplicate order: check that the integration is sending the same external ID instead of creating a new one.
  • The order didn't charge the customer: that's expected — the registry is a log; charging is done in Payments.
  • I can't create an order: check your CRM management permission and that the contact exists.

See also