Hybrid mode: products and services

If your business sells products and also offers services, like an optician that sells frames and does eye exams, choose Products and services. The agent understands what the customer is looking for and follows the products path or the services path. In the panel, this workflow is called Products and Services Concierge.

How the agent decides

• At the start, the agent searches your products and your services to understand the request.
• If the customer makes it clear what they want, for example “I want to book an appointment” or “add these glasses to the cart”, it follows that path.
• If the customer wants both, it asks which one to start with.
• Before doing something, like adding to the cart or booking, it makes sure it’s on the right path. If it’s not clear, it asks.

Products

The products path works like Products: shipping, pickup, or both, always with both options: the customer chooses between home delivery and store pickup. That’s why hybrid mode needs:

• your shipping rules (Flat Shipping Rate and Free Shipping Threshold);
• at least one location;
• at least one ready payment method;
• at least one active product.

The Payment rule for store pickup is set in the Work section, just like in the products workflow.

Services

The services path works like the Services Concierge: the agent asks your questions and ends the way you set up each service. You need at least one active, complete service to turn on the agent.

What doesn’t mix

• A service never goes into the cart, and a product never becomes a service request.
• If the customer changes the subject in the middle of a purchase, their progress is kept so they can pick it up later.

How to turn it on

Choose Products and services in the setup wizard or in your agent’s Work section, with Change what the agent handles, and publish. Read How workflows work.