How the AI places Shipping orders

Overview

When your business uses the Shipping Only or Shipping & Pickup workflow, the AI can place delivery orders entirely through conversation. This article walks through each step of the Shipping order flow — from the moment a customer says hello to the final confirmation email.

All steps happen inside the messaging channel (Instagram, Facebook, or WhatsApp). The business owner does not need to intervene at any point. The AI handles product discovery, cart management, checkout, and payment processing automatically.

Step-by-step flow

1. Customer starts a conversation

The customer sends a message on one of your connected channels. The AI responds with your configured greeting and begins helping the customer.

2. Product discovery

The customer asks about a product — for example, “Do you have protein powder?” The AI uses the product catalog you uploaded to find matches.

Depending on the query, the AI may:

• Show a list of matching products if there are several options.
• Ask clarifying questions (e.g., “What flavor are you looking for?”).
• Show details for a specific product if only one matches.

3. Cart management

Once the customer finds a product they want, they can ask the AI to add it to their cart. Throughout the conversation, the customer can:

• Add products — “Add two of the chocolate flavor.”
• Remove products — “Remove the vanilla one.”
• Change quantities — “Actually, make it three.”
• View the cart — “What’s in my cart?”

The conversation is flexible. Even during checkout, if the customer says “Wait, I forgot something,” the AI can go back, add the product, and resume checkout.

4. Proceed to checkout

When the customer is ready, the AI moves to checkout. During the shopping flow, the AI may mention how much more the customer needs to spend to qualify for free shipping — for example, “You’re $120 away from free shipping.”

5. Collect shipping information

The AI asks for the information needed to deliver the order. The required checkout fields are:

Field	Example
Email	[email protected]
Postal code	06600
City	Ciudad de México
Neighborhood (colonia)	Juárez
Street	Avenida Reforma
External number	222

The AI uses internal checkpoints to track which fields have been provided. If the customer skips a field or provides incomplete information, the AI keeps prompting until all required data is collected.

6. Order is placed

Once all checkout data is collected, the AI places the order. At this point:

• The business owner receives an email notification that a new order has been placed.
• The customer also receives an email with the order details.

7. Payment via bank transfer

For Shipping orders, payment must be full payment. There is no partial or advance payment option for delivery orders.

The AI sends the customer the 18-digit CLABE (interbank account number) that you configured during setup, along with your bank name and account holder name.

The AI then asks the customer to make the transfer and send the transfer receipt (a photo or screenshot of the bank confirmation) back in the chat.

8. Receipt review

After the customer sends the transfer receipt in the conversation, the AI processes it. Once the receipt is reviewed, the order status is updated to paid.

Both the customer and the business owner receive a confirmation email at this point.

Free shipping threshold behavior

The AI automatically applies your configured shipping rules:

• If the order total meets or exceeds the free shipping threshold, shipping is marked as free.
• If the order total is below the threshold, the flat shipping rate is charged.

During the conversation, the AI may proactively tell the customer how much more they need to add to qualify for free shipping. This can encourage larger orders.

You configure the flat rate and free shipping threshold in the wizard. See Configure Orders behavior for details.

Email notifications for Shipping orders

Event	Business owner email	Customer email
Order placed	✅	✅
Order marked as paid (after receipt)	✅	✅

Conversation behavior

Checkpoint-based flow

The AI does not follow a rigid script. It uses internal checkpoints to always know where it is in the ordering process — which step it is on, what data it still needs, and what to ask next. This makes the conversation feel natural and responsive rather than robotic.

Flexible cart editing

Customers can modify their cart at any point, even after starting checkout. If a customer says “Wait, I also want the blue one,” the AI adds it and continues the checkout flow from where it left off.

Required data prompting

When the AI needs specific information (email, postal code, address), it keeps asking until the customer provides it. It does not skip required fields or proceed without them.

What to do next

• See how Pickup orders work — The cart and product discovery steps are the same, but checkout is different. See How the AI places Pickup orders.
• Manage your orders — After orders are placed, view and track them on the Orders page. See View and manage orders.
• Verify payments — Learn why you should always confirm bank transfers independently. See Payment verification and security.