Surface quick actions for sales agents

Summary

Sales agents building an order through the New order flow can now waive certain checkout requirements for a customer on a per-order basis, using a new Quick actions panel. This lets agents close deals with prospects who can't meet a specific requirement today — for example, a customer who can't provide a payment method up front — without switching to the unauthenticated account creation flow.

Previously, requirements like a mandatory payment method, auto-pay enrollment, and upfront activation or subscription fees couldn't be waived from the sales order flow. Agents had no supported way to bypass them, so a deal that couldn't meet every requirement was lost or required a manual workaround.

Additional information

This feature only applies to the sales order flow within gaiia. It is not available on the customer-facing checkout.

1. Overrides are opt-in only. Every quick action defaults to unchecked, and nothing is waived unless an agent explicitly checks it.
2. Quick actions are gated behind the Orders > Override payment settings permission. Agents without it don't see the Quick actions panel. To grant it to an agent or a group of agents, enable Orders > Override payment settings under their role.
3. A quick action only appears if it's relevant — for example, if a CSP's checkout doesn't require a payment method at all, Skip payment method won't be listed.
4. Quick actions can only remove a requirement. They can never add one that checkout wouldn't otherwise ask for.

Checking Skip payment method automatically checks Skip activation fees payment and Skip initial subscription payment as well, since neither fee can be collected at checkout without a payment method on file. Those two can still be checked independently, without skipping the payment method itself.

Using quick actions on a sales order

Follow these steps to waive a checkout requirement while building a sales order.

1. Open New order and enter the customer's service address as usual.

2. In the Quick actions panel, check the box for each requirement to waive. The override will be applied.

   Only the quick actions relevant to the tenant's checkout configuration are shown.

3. The Order summary panel recalculates Due today and Due on first invoice to reflect the waived charges.
4. Continue the order as usual.

Potential areas impacted

Permissions and administration

Quick actions require the Orders > Override payment settings permission.

Grant this permission deliberately — it lets an agent waive financial requirements the CSP would otherwise enforce at checkout.

Reporting

The Order summary screen includes a new Subscription Customization card that lists any overrides made on the order and who made them. To report on override activity across orders, add Subscription Customization as a column to your Orders report in the Analytics module.