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New order notification in Telegram: what the shopper and the seller receive

November 5, 2026 · Command CHBT · Store, Notifications

An order is placed — and from that moment the correspondence starts that a manager handles in an ordinary store: “thank you, your order is accepted”, “payment received”, “shipped”, “ready for pickup”. The seller, in turn, needs to learn about a new order quickly, not the next time they open the account. In the CHBT shop these messages go out on their own. Here is who gets which notification, where to set them up and how to replace the standard text for the shopper with your own flow.

In short: who gets what

Event	To the shopper	To the seller
Order placed	chat and email	messenger, email, push, Orders
Order paid	chat and email	messenger, Orders
Being prepared	chat only	—
Sent, ready for pickup, completed	chat and email	Orders
Cancelled, refund	chat and email	Orders
A payment problem	—	messenger, email, push

“Chat” is a message in the shopper’s conversation with the bot: in Telegram, MAX, VK or the website widget. “Email” — only if the shopper gave an email at checkout.

What the shopper receives

Right after checkout a confirmation with the items, total and delivery method arrives in the chat. The text depends on the payment:

for payment on delivery — “Thank you! Order No. … has been accepted. The seller will contact you soon.”;
for online payment — “Order No. … has been placed — all that is left is to pay.”

Then — one short message for each step: “Order No. … is paid”, “is being prepared”, “has been shipped”, “is ready for pickup” with the address and opening hours of the pickup point, “is completed. Thank you for your purchase!”. On cancellation the bot adds: “If this is a mistake, write here”, and on a refund — the amount and the usual time it takes the bank to credit it.

Under each message there is an Open order button: it leads to the order page in the storefront.

When the message reaches the chat and when it does not

A chat message is sent if the order is linked to a conversation. This happens when the shopper opened the storefront with a button from the bot — Opens the shop, the “Shop” menu button in Telegram or the “Buy in the shop” button of the AI sales assistant.

If the storefront was opened just by a link in a browser, there is no conversation to link the order to. Then the shopper gets only emails — if they gave an email. So in flows, broadcasts and the bot description, lead people to the shop with a button, not a text link.

All the bot’s messages to the shopper are visible to the seller too: they are recorded in Conversations in the chat history, like ordinary bot replies.

What the seller gets

The seller learns about a new order in several places at once:

Messenger — “🛍 New order No. …” with the amount, the shopper’s name and phone, the delivery method and a link to the order card in the account;
email — a message to the project owners and admins;
push — to operators who have browser notifications turned on;
the Orders section — the order appears in the list right away.

When the provider confirms an online payment, “✅ Order No. … paid” arrives in the messenger — you can start assembling. There are no separate notifications to the seller about status changes they make themselves: they set them.

Why several channels at once: the messenger is seen fastest, but a message is easy to scroll past in a stream of chats; an email stays as a record; push reaches those who sit in the account and answer customers. If someone in the team is only responsible for assembling orders, it is enough to connect them to the messenger with a single event, Shop orders — they do not need the rest.

How to connect notifications for staff

Order messages in Telegram or MAX are sent by the bot already connected to the project — you do not need to set up a separate bot.

Open Notifications in messengers.
Choose the bot, click Invite recipient → Create link.
Send the link to the employee. They open the bot and tap Start — after that they start receiving notifications. The link is single-use and valid for 7 days; there is also a code for manual entry in the bot.
For the recipient, tick Shop orders — and, if you like, other events: payments, new requests, conversations.

A notification recipient does not become a bot customer: no conversation is created for them, and they do not appear in Contacts. This way you can connect a warehouse worker, a courier or a manager — each with their own set of events.

Payment alerts

There are three situations when the seller needs to step in, and CHBT reports them everywhere at once — in the messenger, by email and as a push:

the shopper paid for the order after it was cancelled — restore the order or refund the money in the order card;
the provider reported a payment of a different amount — the order is not marked as paid; check the payment in the provider’s account;
the shopper paid twice, and the second payment could not be refunded automatically — refund it in the provider’s account.

The message starts with “⚠️ Order No. …” and contains a link to the card, which already has the buttons you need — for example, Restore order and Refund.

Your own text instead of the standard one

The standard messages are short and neutral. If you want to write to the shopper in your own words — add thanks, instructions, an invitation to the channel or a “leave a review” button — use the Shop event trigger.

Create a flow and add the Shop event trigger.
In Which event choose Order placed, Order paid, Order being prepared, Order shipped, Order ready for pickup, Order completed, Order cancelled — or Any order event.
Write a Message with variables: {{order_number}} — the number, {{order_total}} — the amount, {{order_status}} — the status, {{order_url}} — the order link.

When there is a flow for the event, the shopper gets it instead of the standard message, not in addition to it. The email is still sent as usual.

Ideas for event flows

Order placed — thanks, the assembly time and an Opens a link button to the delivery terms.
Order shipped — how to track the parcel with your delivery service and whom to contact if it is delayed.
Order ready for pickup — directions, parking, what to bring.
Order completed — a request to rate the purchase with buttons and the bought tag, to offer a related product by broadcast later.
Order cancelled — an offer to help choose and a button to switch to an operator.

You can put actions into the branch too: a tag, Notify an operator, an HTTP request to your accounting system.

Example: what both sides see for one order

A tea shop with nationwide delivery gets an online order from Telegram. Here is the whole correspondence, which nobody wrote by hand:

Step	The shopper in the chat	The seller
Placed the order	“Order No. 214 has been placed — all that is left is to pay”, items and total	“🛍 New order No. 214” in Telegram, an email, a push
Paid via SBP	“Order No. 214 is paid… The seller is already assembling it”	“✅ Order No. 214 paid” in Telegram
The seller clicked Being prepared	“Order No. 214 is being prepared”	—
The seller clicked Sent	a Shop event flow message: how to track the parcel with the delivery service	—
The seller clicked Completed	a flow: “How do you like the tea?” with rating buttons	the CRM deal is closed as won

The last two messages are the seller’s own flows; the rest are standard. The shopper got five messages in one chat and never asked “where is my order”, and the seller spent zero minutes on correspondence: they only clicked statuses in the order card.

If an operator is handling the conversation

When the shopper is chatting with a live operator, the bot stays silent in that conversation — and the Shop event flow does not start either, so as not to cut into the conversation. In this case the shopper gets the standard order message: short, without the flow’s buttons, but they will learn about the event.

The event flow also takes the channel into account: if only certain channels are selected for the trigger, shoppers from other channels get the standard text.

Reliability: no losses and no duplicates

Order notifications go out through a queue with retries. If Telegram has temporarily limited sending or the mail server did not respond, CHBT retries later — and sends only to the recipients the message has not reached yet. The shopper will not get the same message twice, and the seller will not miss an order because of a one-minute glitch.

If the messenger did not accept a message — for example, the shopper blocked the bot — the Conversations history shows it with a failed delivery mark.

Common mistakes

The shop is reached by a text link. The order will not be linked to the conversation, and chat messages will not arrive. You need an Opens the shop button.
The recipient did not tap Start. Until the employee opens the invitation link and starts the bot, they get no notifications.
Shop orders not ticked. The recipient is connected but silent about orders — check their set of events.
An event flow without a message. If the branch only sets a tag, the shopper is left without any text: the flow has already replaced the standard message.
Expecting SMS. There are no SMS notifications: the shopper gets messages in the chat with the bot and by email.

Cart in a Telegram bot A shop in a bot or a website Wildberries order notifications Flow editor