# Order timeline and messages

URL: https://docs.sparklayer.io/help/customers/timeline

Turn on the order timeline so customers and sales agents can message each other, keep internal notes and see order events and edits on B2B orders and quotes.

> **Quick summary**
>
> - The timeline is a record on each order's details page, in date order. It holds messages between customers and your sales team, internal notes, order events and edits.
> - Turn it on with **Timeline and communications** at **Settings > Configurations > Quotes and invoices** in the SparkLayer Dashboard ([open](https://app.sparklayer.io/configuration/settings/general)), or **SparkLayer Wholesale > Settings > Configurations > Quotes and invoices** in the Shopify app. It then appears for all customers, on every supported order type.
> - Available on every plan, and doesn't need the [Quoting Engine](https://docs.sparklayer.io/help/ordering/quoting.md). Sending emails from your own domain needs the Pro or Enterprise plan.

## How it works

The timeline appears on the **Order Details** page of the [My Account](https://docs.sparklayer.io/help/storefront/interfaces/my-account.md), for customers and sales agents. It covers:

- Standard B2B orders
- Orders placed by [sales agents](https://docs.sparklayer.io/help/sales-ordering/order-for-a-customer.md), including their draft orders
- [Quotes](https://docs.sparklayer.io/help/ordering/quoting.md)

Customers and sales agents post messages on the order. When a new message arrives, SparkLayer emails the other side. Sales agents can also save internal notes that customers never see. Order events, such as edits and status changes, are added automatically, so the timeline is a complete audit trail of the order.

How a message reaches the other side:

1. **Customer posts a message**: On the order's details page in My Account
2. **Your team is emailed**: The assigned sales agent, or your notification addresses if no agent is assigned
3. **Sales agent replies**: From the order's timeline, or by replying to the email
4. **Customer is emailed**: They sign in to read and reply

You can try it on our [B2B demo store](https://demo.sparklayer.io/pages/b2b-login-register).

## Turn on the timeline

1. Go to **Settings > Configurations > Quotes and invoices** in the SparkLayer Dashboard ([open](https://app.sparklayer.io/configuration/settings/general)), or **SparkLayer Wholesale > Settings > Configurations > Quotes and invoices** in the Shopify app.
2. Turn on **Timeline and communications** ("Customers and sales agents can send messages on quotes and orders.").
3. Click **Save** in the bar at the top of the page.

## Post a message or internal note

Customers and sales agents post from the order itself. Open an order in My Account and use the message box at the top of the **Timeline**.

| Who | Option | What it does |
| --- | --- | --- |
| Customer | Message box | Sends a message to your sales team. |
| Sales agent | **Notify customer** | Sends the message to the customer by email when you click **Send Email**. |
| Sales agent | **Save as internal note** | Saves a note only sales agents can see. Internal notes are highlighted in yellow and never shown to the customer. |

## What the timeline shows

The timeline records these entries. Each one shows who made it (for example "Customer" or "Sales Team") and when.

| Entry | What it records |
| --- | --- |
| **Order actions** | The order being created, updated, approved or changing status. |
| **Customer messages** | Messages the customer sends from the order. |
| **Sales agent messages** | Messages from the assigned sales agent or your team. |
| **Internal notes** | Notes saved by sales agents, hidden from the customer. |
| **Order edits** | An audit record of changes such as quantities, prices or items. |
| **Payments** | Payments made against the order. See [Payment methods](https://docs.sparklayer.io/help/ordering/payment-methods.md). |

## Choose who's notified about new messages

When a customer posts a message on an order that has no sales agent assigned, SparkLayer emails the addresses you choose here.

1. Go to **Settings > Configurations > Quotes and invoices** in the SparkLayer Dashboard ([open](https://app.sparklayer.io/configuration/settings/general)), or **SparkLayer Wholesale > Settings > Configurations > Quotes and invoices** in the Shopify app.
2. Next to **Purchase notifications**, click **Edit**. Until you add someone, it says "No one is emailed when quotes and orders update."
3. Under **Email addresses**, enter the addresses to notify. Separate addresses with commas.
4. Click **Save**.

**Purchase notifications** decides "Who gets an email when a quote or order updates and nobody is assigned to it." Quotes use the same setting: see [Quote notifications](https://docs.sparklayer.io/help/ordering/quoting.md).

## Emails the timeline sends

Only new messages send emails. Other order activity and internal notes don't.

| Email | Sent to | When |
| --- | --- | --- |
| **Buyer message** | The assigned sales agent if there is one, any notification addresses you've added, or a fallback store inbox (your store's email under **Store details**, see [Settings](https://docs.sparklayer.io/help/dashboard/settings.md)) | The customer posts a message on an order. |
| **Sales Agent message** | The customer | A sales agent posts a message on an order. |

The email shows the message and a **Reply to message** button that opens the order. You can also send customers and agents straight to an order's details with a link: see [My Account](https://docs.sparklayer.io/help/storefront/interfaces/my-account.md).

To change what the emails say, go to **Settings > Templates** in the SparkLayer Dashboard ([open](https://app.sparklayer.io/configuration/theme)), or **SparkLayer Wholesale > Settings > Templates** in the Shopify app. See [Templates](https://docs.sparklayer.io/help/dashboard/settings.md).

### Replies by email

When someone replies to a notification email, the reply is added to the order's timeline as a message. It shows the sender's name and email address, and both the customer and your sales team can see it. If the email thread has several replies, only the most recent is added. Images and attachments are removed. 

### Send emails from your own domain

By default, emails are sent from `no-reply@mail.sparklayer.io`. On the Pro and Enterprise plans, you can send them from your own address, such as `store@mail.yourstore.com`. They then match your brand and are more likely to be delivered.

1. Go to **Settings > Configurations > Store** in the SparkLayer Dashboard ([open](https://app.sparklayer.io/configuration/settings/general)), or **SparkLayer Wholesale > Settings > Configurations > Store** in the Shopify app and click **Edit** next to **Custom email domain**.
2. Tick **Use my own domain for SparkLayer emails** ("Emails to and from customers use your domain. Our team helps you verify it.").
3. Enter the **Email user** (the part before the @) and your **Domain**, then click **Save**. Our team then helps you verify the domain.

This only changes emails sent by SparkLayer, not emails from your eCommerce platform or other systems.

## FAQs

**Which plans include Timeline and communications?**

All SparkLayer plans. Sending emails from your own domain needs the Pro or Enterprise plan.

**Do I need the Quoting Engine to use the timeline?**

No. You can turn on the timeline without the [Quoting Engine](https://docs.sparklayer.io/help/ordering/quoting.md).

**Can I turn off the timeline for some customer groups?**

No. Once it's turned on, the timeline appears on all supported order types for all customers.

**Does other order activity send notifications?**

No. Only new messages send emails.

**Are internal notes visible to customers?**

No. Internal notes are only visible to sales agents, and they don't send an email.

**Does this replace Shopify order notes?**

**Shopify only:**

No. Shopify order notes don't change. The timeline adds a record inside SparkLayer.

## Feedback

Tell us what you think of Timeline and communications at [product@sparklayer.io](mailto:product@sparklayer.io).