How the AI places Shipping orders

When this journey is available

The Shipping journey is available when the agent uses the Shipping or Shipping and pickup retail workflow. The customer completes the journey in the connected conversation channel.

The customer journey

1. Find products

The customer asks about a product. The agent searches the active catalog, answers questions using the product information available to it, and asks a clarifying question when several products match.

2. Build and review the cart

The customer can add products, remove them, change quantities, or ask to see the cart. Before checkout, the agent presents the items and the current total. The customer can still change the cart before confirming.

3. Confirm delivery

The agent collects and confirms:

• Street and external number.
• Neighborhood.
• City and state.
• Postal code.
• Email for the order confirmation.

The agent reads the details back to the customer and does not create the order until the customer confirms that they are correct.

4. Apply shipping rules

The shipping amount follows the rules configured for the workflow. Depending on the configuration, the customer may see a flat shipping amount, a free-shipping threshold, or shipping calculated at checkout.

5. Choose and complete payment

The customer sees the payment option configured for the business. Card payments can open a secure payment page when card payments are ready. Bank transfer payments use the bank details configured for the workspace and require the customer to send a receipt for review.

The exact payment options depend on the configuration in Customer payments.

6. Create the order

After the customer confirms the final cart and delivery details, Interlinked creates the order and shows the customer the next payment or follow-up step. A new order may initially be pending while payment is completed or reviewed.

7. Continue the operational follow-up

The order appears in Operations → Orders. The team can review the order, confirm payment, update the broad order status, and track fulfillment separately. See View and manage orders.

What the agent should not promise

• It should not claim that a bank transfer is confirmed only because a receipt was uploaded.
• It should not promise a delivery date unless your business has provided that information.
• It should not create an order without a customer-confirmed cart and delivery details.

What to configure first

• A retail workflow that includes Shipping.
• An active product catalog with accurate names and prices.
• Customer payment options in Customer payments.
• Shipping rules and business information in the agent setup.