Platform Overview
The platform has two main areas:
- AI Sales Hub is the daily workspace for sales reps. They manage companies, quotes, orders and product catalogs from one place. AI agents surface actions like churn alerts, cross-sell recommendations and follow-up reminders.
- Commerce Hub is where you configure the business: products, pricing, business rules and user management.
The AI Sales Hub depends on the Commerce Hub. It can only show the right products, prices and customer data if that data is configured correctly in the Commerce Hub.
The AI Sales Hub
The AI Sales Hub is where sales reps start their day. It brings together customers, products, orders and quotes in one workspace.
Action Hub
The Action Hub shows proactive tasks for sales reps. Unlike orders and quotes (which are reactive), the Action Hub surfaces things a sales rep should do. For example, a churn alert that a customer's order volume has been decreasing. These tasks come from AI agents and workflows running in the background. Sales reps pick up tasks and complete them.
Companies
Sales reps can view and filter the companies they manage. Opening a company shows its contacts. From each contact you can create quotes, create orders, manage favorite lists or handle webshop account management.
Product Catalogue
The Product Catalogue in the Sales Hub mirrors the customer portal. Sales reps see exactly what the customer sees (the same products and prices) plus additional information like cost price and margin.
The catalog is customer-specific: when a sales rep selects a company and contact, they see that contact's specific catalog and pricing. Switching to a different company shows a completely different catalog with different products and prices.
Requests, Quotes and Orders
The Sales Hub provides listings for quote requests, quotes and orders. Quote requests can come from the customer portal (a contact requests a quote) or from an AI agent (for example, converting an incoming email into a quote request). AI agents can also convert emails and PDF documents into structured orders.
All AI-created drafts require human approval before they go to the customer.
The Commerce Hub
The Commerce Hub is where you configure everything that makes selling possible.
PIM (Product Information Management)
You can manage product descriptions, pricing, images, videos, documents, logistics information, cross-sell and upsell relations, specifications and attributes. Products can be grouped into clusters (variants like different sizes or colors bundled together on one product detail page).
Customer-Specific Catalogs (Order Lists)
Order lists control which products are available to specific customers. A "positive" order list means only the listed products are available. A "negative" order list means the listed products are excluded.
Customer-Specific Pricing (Price Sheets)
Price sheets define the relationship between a pricing structure and specific companies, contacts or customers. Pricing structures can include discounts ("list price minus a percentage," "cost price plus a percentage," or fixed net prices) applied to individual products, entire categories or price groups.
Business Rules
Carriers, payment methods and shipping costs are configured through business rules. Business rules support condition-based logic. For example: "€35 shipping costs when the order subtotal is bigger than €5,000 and the carrier is DHL." Incentive rules can automatically add bonus products, apply discounts or adjust costs.
Event Actions
When something happens in the system (a contact is created, an order is placed, a quote is sent out), event actions trigger automated responses. You can post the event payload to an external webhook or send emails with PDF attachments. Event actions are sales channel specific, so different channels can trigger different communications.
Order Statuses
Order statuses define the lifecycle that an order, quote or request progresses through. You configure which status can transition to which other status, covering the journey from quote request through quotes to confirmed orders.
How Everything Connects
The Sales Hub and Commerce Hub work together through a complete sales lifecycle. Here is a typical flow:
A Contact Calls for a Quote
- A contact calls their sales rep asking for a quote
- The sales rep opens the contact in the Sales Hub and creates a new quote
- The system pre-fills the contact's details: shipping address, billing address and customer-specific pricing
- The sales rep adds products, sees the list price alongside the customer-specific price and can view the margin
- The sales rep sets the quote validity (for example, 7 days) and can give additional discounts
Sending the Quote
- The sales rep changes the status from "Draft" to an active quote
- The quote appears in the contact's customer portal
- The sales rep can also send the quote via email as a PDF
The Customer Confirms
- The contact opens their customer portal, finds the quote and confirms it
- The confirmed quote automatically becomes an order
- The sales rep can see the full version history, from draft quote to sent quote to confirmed order, including who made each change
The Order Goes to Fulfillment
- The order goes to the ERP for fulfillment
- Shipments can be created, the order status progresses and payment can be tracked
Other Entry Points
Quote requests can also come from the customer portal directly. A contact puts a product in their basket and requests a quote. The sales rep then picks it up in the Requests list and can convert it into a draft quote or directly into a draft order.
AI agents can also create quote requests or draft orders. For example, converting an incoming customer email into a structured quote request with the right products and customer details pre-filled.
Orders can also arrive through automated channels like EDI, OCI and cXML punchout, skipping the quote flow.
B2B Concepts
B2B commerce differs from B2C in several ways that affect how the platform works:
- Customer-specific catalogs: each customer may have their own set of products available, not the full catalog
- Customer-specific pricing: each customer may have negotiated prices that differ from the list price
- Companies and contacts: B2B involves a company structure where multiple contacts belong to a company. Contacts can belong to multiple companies
- Sales rep involvement: products may be too complex for customers to configure on their own, so they need a sales rep to help them
- Purchase authorization: contacts within a company can have specific roles (Authorization Manager, Purchaser) with limits that determine what they can buy without approval
These are the reasons features like order lists, price sheets, purchase authorization and the Sales Hub exist.
AI Agents and Workflows
How AI Works in the Platform
AI agents and workflows operate within the platform's existing business rules. An AI agent cannot give discounts beyond what is configured. It cannot offer products to a customer that the customer is not allowed to buy. All AI-created drafts (quotes, orders) require a sales rep to review and approve before anything goes to the customer.
Embedded Agents
A Workflows button appears on key pages like the quote editor, order editor, company details and products. Clicking it opens a panel where configured agents and workflows can run. For example, a margin check agent can analyse a quote and tell you whether the margin is acceptable before you send it out.
What Agents Can Do
Examples of agents that have been built:
- Margin check: calculates the margin for a quote and tells the sales rep whether it is acceptable
- Churn alert: detects that a customer's order volume has been decreasing and alerts the sales rep
- Email-to-quote: converts a customer email into a structured quote request using fuzzy matching, pre-filling company details and customer-specific pricing
- Voice-to-quote: converts a spoken order from a mobile app into a structured quote
- Quote splitting: splits a complex quote into multiple separate quotes based on business logic
- Cross-sell recommendations: suggests related products based on order history and product relationships
Quick Reference
| I want to... | Go to |
|---|---|
| Start my day as a sales rep | Action Hub |
| See what a specific customer sees in the webshop | Product Catalogue > select company/contact |
| Create a quote for a customer | Company Details > Contact > Create Quote |
| Check if a quote has enough margin | Workflows button on the quote editor |
| See how a customer's price was calculated | Product Detail Page > Explain Price |
| Edit a product's description or price | PIM Products > open product |
| Set up customer-specific pricing | Price Sheets |
| Control which products a customer can see | Order Lists |
| Configure which carriers appear at checkout | Carriers |
| Import products from a CSV | Data Import |
| Create a new admin user | Backoffice Users |
| Set up an order confirmation email | Templates + Event Actions |
| Track shipments for an order | Orders > open order > Shipments section |
| Enable two-factor authentication | Two-factor authentication |