Skip to main content

​
Recover a stuck customer order across Interactions, the thread, and Customer 360

Jo’s parcel stopped moving and the “your order is ready” text never arrived. Jo texted, got nothing, called, hung up before verification, and called back angrier. Priya, the support lead, inherits a ticket that says “customer pinged us twice across two channels, no reply.” This guide walks Priya’s recovery loop end to end: Interactions search, the failing thread, Customer 360 for order context, the retry, and the disposition that closes the ticket. Each step names the guide that covers that surface in depth, so this page is the chain and the linked pages are the references.

​
1. The persona and the ticket

Priya leads support for an e-commerce brand on Devotel Orbit. Her queue this morning holds one ticket about stuck order #1234, two customer touches, and no agent reply:
  • An inbound WhatsApp message from Jo: “where is my order, it has been stuck for days”
  • A missed inbound call that ended before verification
  • An outbound order-ready SMS to Jo that never delivered
The failure Priya has to explain is not “Jo is impatient.” The brand’s own reply failed and nobody noticed. The recovery loop is: find every touch, read the failure, fix it, and record what happened.

​
2. Step 1 — Search Jo in Interactions

Open Interactions from the dashboard sidebar. Priya only has Jo’s phone number, so she builds the query around it:
  1. Type the phone number into the search box. The match is prefix-anchored against the contact’s identifiers, so a partial number from the ticket still finds the thread.
  2. Chip Conversation as the type, to scope the list to messaging threads.
  3. Pick Last 7 days on the preset strip — the ticket says the pings started this week.
The list returns two conversation rows for Jo, one WhatsApp and one SMS, and the failed outbound SMS rides on the SMS row. If Priya clears the type chip, Jo’s hung-up call shows up as a Call row in the same list; she keeps the scope on Conversations for now. The query mechanics, chip semantics, and the column reference live in Find a conversation across channels with Interaction Search; the surface itself is toured in Walk the Interactions console.

​
3. Step 2 — Open the failing thread

In the Channel / Status column the SMS row carries two pills: the thread’s lifecycle status, and under it a delivery pill reading Failed on the latest outbound message. That pill is the whole ticket in one word: the brand did reply, and the reply never landed. Click the row to open the inbox thread. Priya confirms what Jo experienced: Jo’s inbound messages sit unanswered, and the order-ready SMS shows its terminal failure. Nothing on Jo’s side ever said “we got you,” which is why the second call came in angry.

​
4. Step 3 — Pivot to Customer 360 for order context

Before retrying, Priya needs the order side of the story: is #1234 actually ready? She clicks Jo’s name in the Contact column to open the contact record, then opens the Customer-360 workspace. The snapshot pulls the contact’s conversations, calls, and tickets into one pane, so Priya reads “order #1234 marked ready, notification failed” without tabbing between surfaces, and sees at a glance that Jo is also reachable on WhatsApp if the SMS retry fails.

​
5. Step 4 — Retry the notification and log the disposition

Back in the thread, Priya selects the failed order-ready SMS and retries it. Retry is available on terminal failures only, an in-flight message shows no retry action, and the retried send passes the same outbound path and compliance gates as any other send, so quiet hours and suppression still apply. When the receipt lands, the delivery pill flips from Failed to Delivered. Then she closes the loop on the ticket with a disposition from the workspace’s catalog, “resolved, notification redelivered,” so the next lead who opens the ticket sees an outcome, not an open question. The catalog and wrap-up mechanics live in Inbox dispositions.

​
6. Step 5 — Export if the answer has to travel

If the finding has to leave the console, a QA review or a manager who wants the week’s failed sends, Priya runs the CSV export from the Interactions header with the filters on screen. Export is gated to owner, admin, and developer roles holding the contacts:read scope; a viewer gets a 403 toast, not a broken page, and asks for the slice instead. The gate, the row caps, and the API form of the export are on Interaction Search access and CSV export. For this one ticket no export is needed: the thread and the disposition carry the answer. Export is for when the finding travels.

​
7. Hand-off — automate the next one

Priya’s loop was manual: search, open, pivot, retry, disposition. The same detection can run as a rule, so a failed outbound send to a contact with an open ticket raises or routes a ticket before the customer’s second call. That is the graduation path from this walkthrough to Ticket-automation rules, with the queue mechanics in between on Inbox tickets workflow. The role model for who on the team runs each step is on Interactions hub — workflows for support leads.

​
See also