---
title: "Hybrid mode: products and services"
description: "How your agent works when you sell products and also offer services, and what you need to set up."
section: "Workflows and services"
url: https://interlinked-ai.com/en/resources/docs/hybrid-mode
lang: en
lastUpdated: 2026-10-11
reviewedAt: 2026-10-11
---

# 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](/en/resources/docs/shipping-and-pickup), 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](/en/resources/docs/services-overview): 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](/en/resources/docs/workflows-overview).