Made-to-order

Portal template

Run custom orders from message to payment to pickup.

A made-to-order portal gives your team one place for products, incoming messages, orders, payments, and customer follow-up.

Made-to-order is for businesses that make or prepare items after a customer asks for them. Instead of starting with an appointment, the journey starts with a message, a product choice, or an order request.

What You Set Up

The usual setup is:

1. Choose the Made-to-order integration template.
2. Add products in Products or the portal store.
3. Connect Mollie when customers should pay through a payment link.
4. Connect Twilio WhatsApp when updates should be sent through WhatsApp.
5. Add OpenAI ordering when Sparki should help read order messages and suggest the next action.
6. Review Triggers so the first reply, order follow-up, payment request, and pickup message match your process.

The Customer Journey

A typical journey starts when the customer sends a WhatsApp or portal message. A trigger can send the first reply, for example a short menu, an explanation of how to order, or a link to the store.

When the customer tells you what they want, Sparki keeps the message in the timeline. If OpenAI ordering is enabled, Sparki can read the conversation context, match the request to products, and help create the order for review. Your team can still adjust the order before it is trusted.

After the order is confirmed, Sparki creates or attaches a payment. The customer receives the payment link through the configured message channel. The order remains Pending while payment is still open. It should only move into active preparation after Mollie confirms that the payment was paid.

When the order is prepared, mark it as ready. Sparki sends the pickup message, stores the reply in the customer timeline, and moves the order into the completed or archived view once the flow is finished.

Orders Overview

Use the order tabs to keep the work clear:

1. Pending shows orders that still need payment or confirmation.
2. Current shows paid orders that can be prepared.
3. Archived shows completed orders, with the most recently completed order first.

Create new manual orders from the orders overview when a customer orders in person or over a different channel. Open an existing order when you need to check the payment status, customer details, ordered items, or pickup time.

Triggers in the Flow

Triggers are the automation layer around the order journey. Start with a small set:

1. First WhatsApp reply sends the welcome or menu message when a customer first contacts you.
2. First portal-web message can send the same type of first response for portal messages.
3. Contact tags updated can start internal follow-up when a tag changes.
4. Order ready sends the pickup message after your team marks the order ready.

Keep trigger messages short and specific. Test them with a real customer timeline before relying on them for live orders.

Daily Workflow

Start each day in Orders. Clear pending payments first, then work through current paid orders from oldest to newest. Use the customer timeline when you need the full context: original message, order summary, payment link, payment confirmation, and pickup message stay together.

If something changes, update the order and send the customer a fresh message from the timeline. Use internal notes when the update is only meant for your team.

Setup Checklist

Before going live, confirm these items:

1. The integration template is made-to-order.
2. Products have clear names, prices, and descriptions.
3. Mollie test mode has been checked before live payments are enabled.
4. Twilio WhatsApp credentials and webhook are connected.
5. OpenAI ordering is enabled only when the team is ready to review AI-created suggestions.
6. Triggers are enabled, tested, and named clearly.
7. The team knows the difference between Pending, Current, and Archived orders.