Workflows overview
Understand all nine Interlinked AI workflows — three retail and six service options. Learn how each workflow shapes the AI conversation flow and which custom steps each one requires.
What is a workflow
A workflow defines the conversation flow your AI agent follows when interacting with customers. It determines what the AI asks, what information it collects, and how it guides customers toward a purchase, appointment, or handoff to a human agent.
Choosing the right workflow is the most important decision during setup because it shapes the entire customer experience across all your connected channels.
Workflow families
Interlinked organizes its nine workflows into two families: Retail and Service.
Retail workflows
Retail workflows are designed for businesses that sell physical products. The AI guides customers through product discovery, cart management, order creation, and payment. Once orders are placed, they appear on the Orders page where you can view, manage, and track every sale.
Retail workflows rely on the product catalog managed in Products. Product catalog changes apply immediately to the live AI agent, so keep product names, prices, stock, and attributes current before using the AI for live order conversations.
| Workflow | Best for | AI conversation flow |
|---|---|---|
| Shipping & Pickup | Stores that offer both delivery and in-store pickup | Ask preference → Collect address or select store → Calculate cost → Process payment → Confirm order |
| Shipping Only | Online-only stores or businesses without physical locations | Collect shipping address → Calculate cost → Share bank details → Receive payment proof → Confirm order |
| Pickup Only | Physical stores without delivery | Select store location → Optional advance payment → Confirm pickup time → Confirm order |
Service workflows
Service workflows are designed for businesses that offer services — consultations, classes, appointments, or any interaction that requires scheduling, qualification, or human handoff.
| Workflow | Best for | AI conversation flow |
|---|---|---|
| Qualify & Schedule | Service businesses that need to understand the customer before booking | Ask qualification questions → Check calendar availability → Book appointment |
| Qualify & Transfer | Businesses where a human must close the deal | Ask qualification questions → Hand off to human agent |
| Qualify, Pay & Schedule | Premium services that require a deposit before booking | Ask qualification questions → Select time slot → Collect deposit → Book appointment |
| Free Appointment | Simple scheduling without qualification or payment | Check calendar availability → Book appointment |
| Paid Appointment | Services that require a deposit before booking | Select time slot → Collect deposit → Book appointment |
| Handoff to Human | Businesses that want the AI to collect basic info then transfer | Collect basic information → Escalate to human agent |
How to choose
Ask yourself these questions:
“Do I sell physical products or offer services?”
- Physical products → Choose a Retail workflow.
- Services (appointments, consultations, classes) → Choose a Service workflow.
”Do I need to deliver products, offer pickup, or both?”
- Both → Shipping & Pickup
- Delivery only → Shipping Only
- Pickup only → Pickup Only
”Do I need to qualify leads before booking?”
- Yes, and I schedule appointments → Qualify & Schedule
- Yes, and someone else closes the deal → Qualify & Transfer
- Yes, and I require a deposit → Qualify, Pay & Schedule
- No qualification needed → Free Appointment or Paid Appointment
”Do I just want the AI to collect info and pass it to my team?”
- Yes → Handoff to Human
Tip
You can change your workflow at any time after publishing. If you start with one workflow and later realize a different one fits better, switch from the AI Config wizard.
Custom steps per workflow
Each workflow adds specific configuration steps to the wizard. Here is a summary:
| Workflow | Custom steps added |
|---|---|
| Shipping & Pickup | Delivery rules, Pickup rules, Store locations, Bank accounts |
| Shipping Only | Delivery rules, Bank accounts |
| Pickup Only | Pickup rules, Store locations, Bank accounts (if advance payment) |
| Qualify & Schedule | Qualification questions, Google Calendar, Calendar settings, Calendar availability |
| Qualify & Transfer | Qualification questions |
| Qualify, Pay & Schedule | Qualification questions, Google Calendar, Calendar settings, Calendar availability, Booking rules, Bank accounts |
| Free Appointment | Google Calendar, Calendar settings, Calendar availability |
| Paid Appointment | Google Calendar, Calendar settings, Calendar availability, Booking rules, Bank accounts |
| Handoff to Human | None — simplest workflow |
What to do next
Click on any workflow name above to read its detailed guide, or go back to Choose a workflow if you are still in the wizard.
Related in Interlinked
Connect this documentation topic to the relevant product, workflow, or commercial context.
On this page
- What is a workflow
- Workflow families
- Retail workflows
- Service workflows
- How to choose
- “Do I sell physical products or offer services?”
- ”Do I need to deliver products, offer pickup, or both?”
- ”Do I need to qualify leads before booking?”
- ”Do I just want the AI to collect info and pass it to my team?”
- Custom steps per workflow
- What to do next