Write a comment#
Open an order and enter your update in Add a comment. Use line breaks for longer updates. The counter shows the 5,000-character limit. Select Post comment and wait for confirmation before leaving the page.
Comments are plain text. Rich-text formatting, file attachments and image uploads are not available. Posting a comment does not change the order’s status, shipping details or customer-facing messages in BigCommerce.
Keep your draft while moving around the app#
Each order keeps its own unsent text and selected teammates during this app session. You can switch orders, visit Settings, change the Conversation/Order details tab, or close and reopen the Inbox drawer without starting again. Search, filters and page also remain in the order URL when you open a conversation or use browser Back.
Drafts are held in browser memory until posted. Reloading, closing the browser tab, changing account or closing the BigCommerce context panel can discard them. Copy an important draft before doing any of those things. The separate Help centre tab lets you read instructions without leaving your draft.
Use the keyboard#
| Key | Action |
|---|---|
| @ followed by a name | Open the teammate picker. |
| Up / Down arrows | Move between available mention choices. |
| Enter with a mention choice open | Choose the highlighted teammate. |
| Escape | Dismiss the mention picker. |
| Ctrl + Enter / Command + Enter | Post the comment when the mention picker is closed. |
| Enter in ordinary text | Add a line break. |
Read earlier comments and status updates#
The thread initially loads up to 50 comments. Select Load earlier comments to continue into older history. When a notification points to an older comment, the app opens that part of the conversation and highlights the target.
When Order Chat receives or checks a changed order status, it adds a status entry between the comments. These entries give order context without creating a new mention or unread-comment alert. The timeline is not a complete audit of every status the order has ever had; changes before the app observed them may not appear.
Use View in BigCommerce in the main app or View order in the compact panel to work on the order itself. Save or copy an unsent comment before leaving the app.
Correct a comment#
Posted comments cannot be edited or deleted by anyone, including the store owner. Add a follow-up comment explaining your correction so the team can follow what changed.
Deleted markers from earlier versions remain in historical conversations. There is no delete or restore action for comments in this version.
If posting reports a problem#
Read the error beside the composer. If the comment was not saved, its text and selected recipients stay in the composer so you can correct the issue and retry. If the comment was saved but refreshing the thread failed, the composer may already be clear: check the thread before writing it again. Keep the same draft when retrying an uncertain submission; avoid posting a second copy from another tab.
If the thread already shows your comment or you see “Comment saved. Mentions and the order list are still updating”, the save succeeded. Allow the background update to finish. If the problem continues, follow troubleshooting.