How the AI handles Shipping and pickup orders

How the combined journey works

The Shipping and pickup workflow gives the customer one product-shopping experience and lets them choose the fulfillment method at checkout. The agent does not collect a delivery address when the customer chooses pickup, and it does not ask for a pickup location when the customer chooses shipping.

The shared shopping steps

Before the fulfillment choice, the agent:

1. Searches the active product catalog.
2. Answers product questions and clarifies matches.
3. Adds, removes, and changes cart items as requested.
4. Shows the final cart and total for customer confirmation.

When the paths split

If the customer chooses Shipping

The agent collects and confirms the street, external number, neighborhood, city, state, postal code, and confirmation email. It applies the configured shipping rule and continues with the selected payment method.

See How the AI places Shipping orders.

If the customer chooses pickup

The agent presents the configured locations, collects the customer’s selected location, and shares preparation information when available. It continues with the selected payment method and does not collect a delivery address.

See How the AI places Pickup orders.

Customers can change their choice before confirmation

If the customer changes from shipping to pickup, or from pickup to shipping, before the order is confirmed, the agent can follow the new path and collect the information required for that choice. The order is not created until the final fulfillment details are confirmed.

Configure both paths

Before activating this workflow, review:

• Shipping rules, including the shipping amount or free-shipping threshold.
• At least one pickup location with an address and business hours.
• Pickup preparation time.
• Customer payment methods.
• Product catalog names, prices, and availability.

The settings live across the agent setup, Products, Payments, and Services/Operations areas. See Configure Orders behavior.