How workflows work
The three jobs your agent can do (Products, Services, or Products and services), what it does in each one, and how to change it.
In the product: AI agent →
The workflow is your agent’s job: the steps it follows in every conversation to sell or serve. You don’t build it step by step; you answer what your business offers and the panel picks the right setup.
Your options
What does your business offer?
- Products: physical goods you sell from a catalog.
- Services: appointments, consultations, quotes, or projects.
- Products and services: both, in the same conversation.
If you choose Products, you also answer How do customers receive products?: Shipping, Pickup, or Both.
| Your answer | Workflow name in the panel | Read |
|---|---|---|
| Products, with Shipping | Shipping | Products: shipping, pickup, or both |
| Products, with Pickup | Pickup | Products: shipping, pickup, or both |
| Products, with Both | Pickup And Shipping | Products: shipping, pickup, or both |
| Services | Services Concierge | Services Concierge |
| Products and services | Products and Services Concierge | Hybrid mode |
What the agent does in each workflow
- Products: builds the cart, collects the shipping details or the pickup location, confirms the order with the customer, and handles payment.
- Services: helps the customer choose a service, asks the questions you defined, and ends the way you set up that service: it books an appointment, prepares a quote, collects payment, or hands the conversation to your team.
- Products and services: understands whether the customer wants to buy a product or hire a service and follows the matching path.
At each step, the agent can only use that step’s actions. For example, it can’t create an order before the customer confirms it.
See your workflow’s steps
On your agent’s page, in the Work section, the Active card shows your workflow and its steps. Each step shows what it Collects, the Actions it takes, and when it ends (Completes when).
Change the workflow
- In the Work section, go to Change what the agent handles.
- Answer the questions and click Use this setup.
- Review the Draft — unpublished card and publish when you’re ready.
The workflow Requires publishing: your agent keeps running the active workflow while you prepare the new one. When you publish, open conversations switch to the new workflow on their next message and start from its first step.
If you’re selling products or services for the first time, check what you need. For products: delivery and payment rules, which you set up in Guided configuration. For services: at least one active, complete service.
Previous workflows
There used to be nine fixed workflows, such as Qualify & Schedule, Paid Appointment, or Handoff to Human. Now each service defines its own outcome. Read How each service ends.