Choose a workflow

What this step does

The second step of the onboarding wizard is where you choose a workflow — the conversation flow that defines how your AI agent interacts with customers. Your workflow determines the entire structure of customer conversations: what the AI asks, what information it collects, and how it guides customers toward a purchase, appointment, or handoff.

This is the most important decision in the wizard because it directly controls the AI’s behavior and determines which additional configuration steps appear after this point.

Two workflow families

Workflows are divided into two families:

Retail workflows

Retail workflows are designed for businesses that sell physical products. The AI guides customers through product discovery, cart management, order placement, and payment. There are three retail workflows:

Workflow	What it does
Shipping & Pickup	The AI asks customers whether they prefer shipping or in-store pickup, then follows the appropriate flow for each
Shipping Only	The AI handles delivery-based orders with address collection, shipping rules, and the configured payment step
Pickup Only	The AI offers pickup from one or more configured locations and shares preparation information when available

Service workflows

Service workflows are designed for businesses that offer services — consultations, appointments, classes, or any interaction that requires scheduling or qualification. The panel can show several service journeys depending on the current product configuration:

Workflow	What it does
Qualify & Schedule	The AI asks qualification questions, then helps the customer book an appointment
Qualify & Transfer	The AI asks qualification questions, then hands off the conversation to your team
Qualify, Pay & Schedule	The AI qualifies the lead, completes the configured payment step, then schedules the appointment
Free Appointment	The AI helps the customer book an appointment without an upfront payment
Paid Appointment	The AI completes the configured payment step before the appointment journey continues
Handoff to Human	The AI collects the available information, then transfers the conversation to your team

How to select a workflow

Workflows are presented as visual cards grouped by family (Retail or Service). To select a workflow:

1. Review the available workflow cards.
2. Select the card that best matches your business model.
3. Read the preview that appears for the selected workflow.

The workflow preview explains the customer outcome, the main steps, and the setup the agent will need. Use it to confirm that the selected journey matches the way your team sells or delivers.

How your choice affects the remaining steps

When you select a workflow and click Continue, the wizard recalculates which steps come next. For example:

• Selecting Shipping Only adds configuration steps for delivery rules and bank accounts.
• Selecting Qualify & Schedule adds steps for qualification questions, Google Calendar connection, calendar settings, and calendar availability.
• Selecting Handoff to Human adds no extra steps — it is the simplest workflow.

This dynamic step adjustment happens automatically. You do not need to manually add or remove steps.

Changing your workflow

You can change your workflow at any time during the wizard:

1. Click Go Back until you return to the workflow selection step.
2. Select a different workflow.
3. Click Continue.

The wizard will recalculate the remaining steps based on your new selection. Any data you entered for steps that are no longer relevant (for example, calendar settings if you switch from a service to a retail workflow) is saved in the draft but will not be used.

What to do next

After selecting your workflow, click Continue. The wizard will take you to the first workflow-specific configuration step. For a detailed guide to each workflow and its steps, see the Workflows overview.