> ## Documentation Index
> Fetch the complete documentation index at: https://ecommos.co/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Work the order queue

> Filter, search, and advance orders through the queue on desktop and mobile.

# Work the order queue

**Orders** is the primary operational console. Sales reps work their own queue. General Managers, Owners, and Sales managers work the full or team queue.

## Queue views

* **New** — just arrived, not yet contacted
* **Follow-up** — needs another attempt
* **Confirmed** — ready for dispatch handoff
* **Dispatched** — out for delivery (also visible in Deliveries)
* **Delivered** — customer received, awaiting remittance
* **Remitted** — cash collected, revenue recorded

## Filters

The queue supports:

* Search by customer name, phone, or order number
* Product filter
* Lead status filter
* Delivery status filter
* Remittance status filter
* Created date range (Today, Yesterday, custom)
* Assignment filter (all, unassigned, specific staff)

URL state is preserved when you filter, so you can share or bookmark a filtered view.

## Default views by role

* **Sales reps** default to their own assigned orders.
* **Sales managers** see the full team queue and can reassign within their team.
* **General Managers and Owners** can view all orders, the unassigned pool, or any individual staff queue.

## Working an order

1. Filter the queue to the slice you want to work.
2. Open the order drawer (desktop) or bottom sheet (mobile).
3. Review customer, contact, address, package, and timeline.
4. Use the inline **Call** and **WhatsApp** buttons to contact the customer.
5. Use **Copy order text** for a WhatsApp-ready summary.
6. Move the order to the correct status.
7. If you can reassign orders and the assigned rep is unavailable, reassign from the drawer.

## Realtime

The queue refreshes automatically when order events occur anywhere in the system. A fallback refresh cadence also runs so you never sit on stale data, even if the realtime channel drops.

## Best practices

* Filter before you open. Searching from a filtered slice is faster than searching all.
* Use status filters for clear work modes: `New` for contact attempts, `Confirmed` for dispatch handoff.
* Keep status transitions honest. Do not mark `Confirmed` unless the customer actually confirmed.
* Reassign early. If a rep is unavailable for the day, reassign their `New` orders so customers are not left waiting.

## What's next

* [Understand the order lifecycle](../getting-started/order-lifecycle)
* [Hand off confirmed orders to deliveries](./deliveries)