Shipping & Pickup workflow

When to use this workflow

Choose Shipping & Pickup if your business offers both home delivery and in-store pickup. This is the most flexible retail workflow — the AI asks each customer how they want to receive their order and then follows the appropriate path.

This workflow is ideal for businesses with physical stores that also ship products, such as bakeries, boutiques, electronics shops, or any retail operation that serves both local and remote customers.

How the AI handles conversations

When a customer contacts your business, the AI follows this conversation flow:

1. Greet the customer using your configured greeting message.
2. Help the customer find products by searching your catalog based on their questions.
3. Manage the cart — add items, remove items, show cart summary.
4. Ask: shipping or pickup? — The AI presents the customer with a choice between home delivery and in-store pickup.
5. Follow the selected path:
   • If shipping: Collect the shipping address (email, postal code, street, city, number, neighborhood), calculate the shipping cost, share bank account details for payment, and wait for the transfer receipt.
   • If pickup: Present the available store locations, let the customer choose one, and handle any advance payment if required.
6. Process the order — Once payment is confirmed (or not required for pickup), the AI creates the order and sends confirmation to both the customer and the business owner. All orders appear on the Orders page where you can track their status.

Custom configuration steps

When you select this workflow, the wizard adds the following configuration steps:

Delivery rules

Configure how shipping works for your business:

• Flat shipping rate — A fixed shipping cost applied to all delivery orders.
• Free shipping threshold — The minimum order amount that qualifies for free shipping. Orders below this amount pay the flat rate.

In-store pickup rules

Configure how pickup works at your physical locations:

• Advance payment — Whether pickup orders require a deposit before the customer arrives. If enabled, you set the percentage of the total price (1–100%).
• Preparation time — Whether orders are available immediately or require preparation time. If preparation is needed, you specify the duration in minutes, hours, or days.

Store locations

Add one or more physical store locations where customers can pick up their orders:

• Location name — A recognizable name for the store (e.g., “Downtown Branch”).
• Address — The physical address. You can use the Find location button to open a Google Maps search modal and select the exact location.
• Phone number — A contact number for the store (optional).
• Business hours — Set the days and hours the store is open. You can choose standard hours (9:00–18:00, Monday to Saturday) or configure custom hours per day. Each day can be marked as open or closed independently.

You can add multiple locations in the same step. If you have more than one store, the AI will present all available locations and let the customer choose their preferred one.

Bank accounts

Provide the bank account where you will receive customer payments:

• Bank name — The name of your bank (e.g., “BBVA”).
• Account holder name — The full name on the bank account.
• 18-digit CLABE — The standardized interbank account number used for transfers in Mexico. The system validates that exactly 18 digits are entered.

What to do next

After configuring your delivery rules, pickup rules, store locations, and bank accounts, you will continue to the shared steps: Upload your product catalog, Add business context, Connect channels, and Publish and go live.