How the AI places Pickup orders
Understand the customer journey for a Pickup order, from product selection and location choice to payment and pickup preparation.
When this journey is available
The Pickup journey is available when the agent uses the Pickup or Shipping and pickup retail workflow. Pickup requires at least one business location with a valid address.
The customer journey
1. Find products and build the cart
The agent searches the active product catalog, answers product questions, and helps the customer add, remove, or change items. The customer can review the cart before continuing.
2. Choose a pickup location
The agent presents the configured pickup locations. The customer selects one and confirms the location. The order details show the selected location so the team knows where it should be prepared.
3. Share preparation information
When preparation time is configured, the agent can explain approximately when the order should be ready. If the calculated time falls outside the location’s business hours, pickup moves to the next opening. If preparation time is missing, the agent should avoid promising a pickup time.
4. Choose and complete payment
The customer sees the payment options configured for the business. Depending on the setup, they may pay by card or bank transfer. A transfer receipt is evidence for review, not independent confirmation that the deposit arrived.
If the business requires an advance payment for pickup, the customer must complete the configured payment step before the team treats the order as ready for preparation.
5. Confirm and create the order
The agent reviews the cart, selected location, and payment step with the customer. After confirmation, the order is created and appears in Operations → Orders.
6. Prepare and complete pickup
The team verifies payment when necessary, prepares the items, and updates the order’s operational and fulfillment status. The customer should receive the pickup instructions supported by the business, including the location and expected readiness.
Location requirements
Configure each pickup location with:
- A recognizable name.
- A complete address.
- Business hours.
- An optional phone number and map link.
Use the agent setup’s Locations step to add or edit locations. See Configure Orders behavior.
Verify payment before preparation
For bank transfers, check the deposit in your bank account before preparing or releasing the order. A customer-submitted receipt remains under review until your team confirms the payment.
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