Configure Orders behavior

Where Order settings live

Order behavior is configured from the agent’s setup and from the workspace areas that own the related information:

1. Open My Agents under AI & Automation.
2. Select the agent that handles product conversations.
3. Open Guided configuration or the relevant settings area.
4. Review the workflow, operations, locations, and payment steps.
5. Save the draft, review pending changes, and publish when you are ready.

Product catalog imports and storefront publishing have their own review and publish flows. Changing an agent does not automatically publish a catalog or storefront draft.

Choose the retail fulfillment model

In the workflow setup, select one of these options:

• Shipping — customers receive products at their address.
• Pickup — customers collect products from a business location.
• Both — customers choose shipping or pickup during checkout.

The choice controls which questions the agent asks and which fulfillment information it requires.

Configure shipping

For a workflow that includes Shipping, review:

• The shipping amount or rule.
• The amount at which shipping becomes free, when you offer a threshold.
• The currency shown to customers.

The agent uses these settings when explaining the cart total and shipping cost. Confirm the values before publishing because they affect customer-facing totals.

Configure pickup

For a workflow that includes Pickup, configure:

• At least one location with a name and complete address.
• Business hours for each location.
• Preparation time and its unit.
• Whether an advance payment is required for pickup, when that option is shown in the setup.

If a location is closed when the estimated preparation ends, the customer-facing pickup estimate moves to the next opening. If preparation time is not configured, the agent should not promise a ready time.

Configure payment options

Customer payment choices are managed separately from the Orders page. Open Payments under Operations or follow the payment step in the agent setup to choose the methods the agent may offer.

• Card with Stripe provides a secure card payment page when the connection is ready.
• Bank transfer shares the configured account details and asks the customer to send a receipt for review.

At least one ready customer payment method is required for payment-dependent journeys. See Customer payments overview.

Understand draft and live behavior

Changes to an existing agent are saved as a draft. The live agent continues using its current configuration until you review and publish the draft. Publishing does not automatically activate a paused agent.

Use this sequence for a safe update:

1. Make the configuration change.
2. Review Unpublished changes.
3. Select Review & Publish.
4. Check the readiness summary.
5. Activate the agent only when the intended channel, catalog, locations, and payment steps are ready.

Configuration checklist

• The selected retail workflow matches the fulfillment methods you actually offer.
• Product names and prices are current in Products.
• Shipping rules match the amounts your team will honor.
• Pickup locations have current addresses and hours.
• Preparation time is realistic.
• At least one customer payment method is ready.
• The agent’s channel assignment and readiness summary are complete.