If your business has the CPQ Quoting integration enabled, you can request a quote for an order from within the Agent Console.
To request a quote for an order:
Conduct a customer search.
Click New to create a new order or select an existing unfulfilled order for the customer.
Once you have an order with items in the cart, click the Request Quote link in the order edit page. You can switch between the Request Quote page and the Create Order page by clicking on the appropriate link.
Add text to the Quote Notes text box as desired and click the Request Quote button.
Once you have submitted the quote request, the Request Quote webhook is triggered and all relevant information is passed to CPQ Cloud for a decision on the quote. The order status is changed to Pending quote. When an order is in Pending status, you cannot perform any operations on the order.
A confirmation email is sent to the visitor informing them of the status of their order.
Once a response is received, the order status changes to This Order is a Quote. You then have a number of options on how to proceed. You can:
Accept the quote: If the customer is satisfied with the quoted price returned from CPQ Cloud, you can accept the quote on their behalf by clicking the Accept button and proceeding with the order as normal.
Once payment information has been entered and the order is placed, the order status changes to Submitted for Fulfillment. At this point, the Update Quote webhook is triggered and CPQ Cloud is informed that the quote has been accepted.
At this stage, you can click the Edit Order button, but the only edits allowed to the quote are changes to the shipping group or the application of shipping discounts or promotions. You may not add or remove items from the cart or change the quantities of items included in the order. The order status changes to Order Being Amended until you click the Complete Order button.
Request a requote: If desired, you can enter more details in the Request Quote textbox, and click the Request Requote button to request an updated quote. When you request a requote, the order status changes to Pending Quote. When an order is in Pending status, you cannot perform any operations on the order.
Reject the quote: You can click the Reject Quote button to reject the quote. This cancels the shopper’s order and the order status changes to This Quote has been Rejected.
The response to a quote request includes provision for an expiry date for the quote. If the quote has expired, the Accept Quote and Reject Quote buttons are disabled, but you can request a requote for the order.
Once you respond to the quote, a confirmation email is sent to the shopper informing him or her of the status of the quote.
Order statuses relating to quotes are included in the list of Order Statuses in the Order Details section of the Order Search page.
