The buyer’s side and the merchant’s side of the same urgent order. Where the agent stops, a sales rep picks it up with the whole case.
Follow the order
The Golf in bay 2 is on the lift, waiting for a water pump. Press play. At B4 the order splits: the pump inside the , the belt kit on a stop. Pause at any step.
Workshop side
Before any call, the merchant admin approved the rules. Cooling passed its replay, so the agent orders alone from a fit score of 85.
The buyer calls about the Golf in bay 2. The agent says it is an AI, then finds the car from the plate.
2 water pumps fit this engine, so the agent asks 1 question. The buyer says metal.
Live from the merchant’s ERP: the original is out until tomorrow. Hollen arrives at 10:45.
The pump is inside the threshold, so the agent orders it: Hollen scores 90 against 85. The belt kit has no fit data, so a sales rep picks it. Both meet again at the approval.
On a stop, the sales rep gets 1 case card: the car, the part and why the agent stopped. The rep decides, with a 5 minute answer target. The answer goes back to the buyer’s thread, and the order moves on to the approval.
€325.50 is over the workshop’s €300 limit. The buyer’s agent asks the approver, who says yes in 1 tap.
Stock has been held since the quote. The van is booked, with its arrival at 10:45.
The fulfilment agent books the van and writes the order to the ERP. No rekeying. In the pilot, a sales rep books the van.
The agent reads it back: part, price, arrival. Undo stays open 10 minutes, or until the van leaves.
Every decision lands in the webshop log: which rule, which score, which source.
Each month the review agent sums up cooling. Only the merchant admin changes the threshold.
Merchant side
The orderInside the threshold, the agent orders alone. On a stop, a sales rep decides first. Then the approver signs off over €300, and the buyer can undo.
Where people stay in control
B4Act, ask or hand over
At or above the merchant’s , 85 to start, the agent orders. From 70 up to it, it asks the buyer to confirm and says why. Under 70, or on a hard rule, it hands over to a sales rep.
B5Ask a person
Over €300, the approver decides in 1 tap. The buyer’s agent sends the exact amount to the approver’s own phone. The part stays held meanwhile.
B7Be undone
Undo for 10 minutes, or until the van leaves. After that, a return takes 1 message.
M2 Setup agent: Before any call, the merchant admin approved the rules. Cooling passed its replay, so the agent orders alone from a fit score of 85.
B1 Trigger: The buyer calls about the Golf in bay 2. The agent says it is an AI, then finds the car from the plate.
B2 Identify part: 2 water pumps fit this engine, so the agent asks 1 question. The buyer says metal.
B3 Search network: Live from the merchant’s ERP: the original is out until tomorrow. Hollen arrives at 10:45.
B4 Decide: The pump is inside the threshold, so the agent orders it: Hollen scores 90 against 85. The belt kit has no fit data, so a sales rep picks it. Both meet again at the approval.
M5 Sales rep: On a stop, the sales rep gets 1 case card: the car, the part and why the agent stopped. The rep decides, with a 5 minute answer target. The answer goes back to the buyer’s thread, and the order moves on to the approval.
B5 Approve: €325.50 is over the workshop’s €300 limit. The buyer’s agent asks the approver, who says yes in 1 tap.
B6 Delivery: Stock has been held since the quote. The van is booked, with its arrival at 10:45.
M6 Fulfilment agent: The fulfilment agent books the van and writes the order to the ERP. No rekeying. In the pilot, a sales rep books the van.
B7 Confirm: The agent reads it back: part, price, arrival. Undo stays open 10 minutes, or until the van leaves.
B8 Record and return: Every decision lands in the webshop log: which rule, which score, which source.
M7 Review agent: Each month the review agent sums up cooling. Only the merchant admin changes the threshold.
The prototype’s “The fit data is missing” path, on its mock ERP data. Each step plays there too.
Step by step
Both sides, step by step, with each handover as an arrow. Every edge case plays in the prototype, under the same step.
How to read the cardsTest: replayan assumption, and the study on Research that tests itBuilds on Saga todayERP data Saga reads now. The agent on top is newM2the other side of a handover
Workshop sideB1 to B8
Buyer journey
A part fails and the car is on the lift. The buyer orders by voice, WhatsApp or email, with an agent of its own.
B1
Trigger
Voice, WhatsApp, Email
Says it is the merchant’s AI agent, then finds the car
The buyer’s agent checks the caller is on the company’s list
!Edge case: Unknown number: the approver confirms the caller
Assumption, tested by the study on Research. Test: visits, voice testRun this step
The order starts where the buyer already is.
Why I decided this
Urgent parts are ordered from the workshop floor, hands busy. So a call, a WhatsApp or an email starts the order. Never a form.
In Saga’s favour
Voice and chat agents exist elsewhere. Saga’s edge sits behind them: live ERP data and the merchant’s rules. Phone orders that bypass the webshop today land in it.
Watch out
A busy bay is loud and could break a call. So we test calls in a real workshop and refine them there. Voice notes on WhatsApp are the backup.
B2
Identify part
Voice, WhatsApp, Email
2 versions fit: 1 question, never a form
Each line of a multi-part job is scored on its own
!Edge case: No fit data: a sales rep picks the part, the agent never guesses
Assumption, tested by the study on Research. Test: visitsRun this step
B3
Search network
Merchant ERP
Warehouse, branch, then equivalents, live from the ERP
Source and age on every number
!Edge case: ERP not reachable: a sales rep checks stock by phone
Hard rules first: a safety part always goes to a person
Then the fit score, then preference among parts that fit
From 85: orders
From 70: asks
Under 70: sales rep
!Edge case: Credit hold: a sales rep decides, whatever the score
Assumption, tested by the study on Research. Test: replayRun this step
Right part first, best part second.
Why I decided this
Is this the right part, and is it the best one? The agent answers them separately. So a part that fits perfectly is never held back by its brand.
In Saga’s favour
The rules come from the merchant’s own catalogue and ERP, plus licensed fitment data. Each merchant tunes its own thresholds, so 1 design serves many businesses.
Watch out
85 is a starting point, not a finding. The threshold replay tests it on past orders. At which score would the sales rep agree?
B5
Approve
WhatsApp
Inside the limit: no approval
Over €300: the approver decides in 1 tap
!Edge case: No reply in 15 minutes: a reminder, the part stays held
Assumption, tested by the study on Research. Test: visits, pilotRun this step
The buyer’s own agent asks the approver.
Why I decided this
An urgent repair cannot wait in an inbox. The buyer’s agent sends 1 WhatsApp card: the exact part, price and reason. The approver answers in 1 tap.
In Saga’s favour
Spend limits, approvals and contract prices are B2B rules. Consumer agents and simple webshops rarely handle them, by my read. Keeping them inside the order sets Saga apart.
Watch out
No reply in 15 minutes: a reminder, and the buyer is offered a call. The agent never approves on its own. If the price moves, it asks again.
B6
Delivery
WhatsApp, Email
Stock held since the quote
Order in the ERP, van booked with its arrival time
!Edge case: Van late: the buyer hears the new time first
Assumption, tested by the study on Research. Test: pilotRun this step
B7
Confirm
Voice, WhatsApp, Email
Reads back part, price and arrival, then a receipt
Undo for 10 minutes, or until the van leaves
!Edge case: Undo after the van left: it becomes a return
Assumption, tested by the study on Research. Test: pilotRun this step
B8
Record and return
Webshop, Email
Every decision in the webshop log: rule, score, source
A return takes 1 message, and teaches preference only
!Edge case: Merchant’s mistake: a free urgent resend
Assumption, tested by the study on Research. Test: pilotRun this step
Merchant sideM1 to M7
Merchant journey
The merchant sets the rules once, takes the cases the agent should not decide, and tunes every month.
Set up once
M1
Connect
Merchant settings
ERP, catalogue and cross-references connected
Prices and stock read live
!Edge case: No OE number or cross-reference: never ordered alone
Assumption, tested by the study on Research. Test: replayRun this step
M2
Set rules
Merchant settings
The setup agent suggests each , 85 to start. The admin approves
Safety categories: always a person
!Edge case: A buyer’s company can only make the rules stricter
Assumption, tested by the study on Research. Test: replayRun this step
1 template, every merchant.
Why I decided this
Every merchant fills the same template, per category. Only the values change. The setup agent suggests them, the merchant admin approves them.
In Saga’s favour
3 rule types fit auto parts and food alike: must match exactly, adds points, only ranks. Safety always goes to a person: brakes, steering and airbags, or allergen swaps and alcohol.
Watch out
Thresholds differ per category. Auto parts: cooling 85, electrics 90. Food: dry goods 85, dairy 90. A buyer’s company can only make them stricter.
M3
Test, then go live
Merchant settings
The setup agent replays past orders, and shows where the rep disagreed
A category goes live only at 90% rep agreement
!Edge case: Under 90%: adjust the threshold, replay again
Assumption, tested by the study on Research. Test: replay, interviewsRun this step
Replay before any real order.
Why I decided this
I expect no merchant to let an agent sell on day 1. Replaying past orders shows where it would be right, before it touches a real order.
In Saga’s favour
Each merchant starts from its own evidence, not ours. Under 90% rep agreement, a category only asks the buyer to confirm.
Watch out
The replay needs past orders with a plate or VIN. Without them, shadow mode is the gate: the agent suggests, the rep decides. Going live then takes longer.
Run every day
M4
Case arrives
Chat
A hard rule or a fit under 70: 1 case card for a sales rep
No rep free: the buyer hears when, stock stays held
!Edge case: Opening a case locks it, so 2 reps never take the same one
Assumption, tested by the study on Research. Test: rep queue pilotRun this step
M5
Review and decide
Chat
The card shows the car, why the agent stopped, every option
5 minute answer target, then the next rep
!Edge case: Part not confirmed: the rep swaps it or calls the buyer
Assumption, tested by the study on Research. Test: rep queue pilotRun this step
M6
Quote and fulfil
Chat, ERP
Quote at contract price, held for the approver over the limit
Stock held, van booked, order in the ERP
!Edge case: Price moves after approval: the approver is asked again
Assumption, tested by the study on Research. Test: pilotRun this step
Review every month
M7
Review and tune
Webshop, Email
Acted, asked and handed over, with undo and return rates
A person changes rules, the agent only suggests
!Edge case: Returns rise in a category: pause it in 1 click
Assumption, tested by the study on Research. Test: pilotRun this step
Only a person tunes the rules.
Why I decided this
A merchant lets the agent do more only after seeing it be right.
In Saga’s favour
Each merchant gets its own proof, from the same view for every business.
Watch out
Few cases can also mean the threshold is too loose. Returns per category show it.
Channel map
Who uses each channel, and for what. Every order lands in the webshop, whatever channel it starts in.
VoiceBuyerOrders hands free and hears the read-back. A real workshop refines calls, voice notes are the backup.
WhatsAppBuyer and approverThe approver’s 1-tap approval, plus voice notes, choices, receipts and undo.
EmailBuyer, accounts team, merchant adminAn order can start and end by email, with invoices and the monthly review.
ChatSales repEvery handover arrives with the whole case, so the buyer never repeats.
WebshopEveryoneThe record of every order, return and rule, whatever channel it starts in.
The same 2 journeys run for a food wholesaler. Only the trade data changes: allergens and pack sizes instead of car fit. Switch the template in the merchant prototype to see it.