Order Communication FAQs
Short answers to what store owners ask most about Order Communication. Step by step guides are in Tutorials, and every field is in Configuration.
Can guests use order conversations?
Not on the storefront. Only the logged-in customer who placed the order can see and write in its conversation. Your team can still write on a guest order, and the guest receives the email, but has no My Account page to reply from.
Will customers see my private notes?
No. Private notes, a Pro feature, show only in the Inbox and on the order screen. They are never shown in My Account and never emailed. They do appear in the CSV export and the transcript, marked as private.
Does the customer get an email when I reply?
Yes, if Customer Notification Email is on, which it is by default. It quotes your reply and has a button back to the conversation. Order status messages email too. Private notes, the auto-reply and the business hours notice do not.
Do messages update without reloading the page?
Yes. An open conversation checks for new messages every 15 seconds, for your team and the customer alike. Change it under Configuration, Chat, Refresh Interval. A conversation in a hidden browser tab pauses until it is visible.
Which files can customers attach?
In Pro, images (jpg, png, gif, webp), PDF, text and Word files, up to 5 MB and 5 files per message by default. You choose the types and limits on the General tab. The free version has no attachments.
Can a customer reply to a closed conversation?
No. They can read it, and see a notice that the store closed it. Your team can still write in it, and Reopen Conversation lets the customer write again.
Where are the messages stored?
As WordPress comments of their own type, attached to the order. They never appear on the Comments screen or in feeds. Files go to the Media Library. Deleting messages from Communications removes them for good.
Does it work with High-Performance Order Storage?
Yes. Order Communication supports WooCommerce's High-Performance Order Storage and the older posts storage, and its Messages column appears on the orders list in both.
What does the free version include?
The whole conversation on every order, the shared Inbox with search and filters, the order screen box, unread counts, read receipts, close and reopen, colours, allowed statuses and both notification emails. Pro adds attachments, templates, private notes, automation, business hours, limits, Communications and response analytics.