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status

● GA · production

version

3.2.0

updated

2026-05-06 by @morgan-kerr

clients

14 enterprise

gbv / mo

$1.4M

open

137 tickets

# enterprise booking flow

End-to-end process by which an employee of an enterprise client books a venue, executes the contract, pays the venue, and reconciles the expense — without ever holding a personal card. The operational substrate of Ande for Enterprise and the primary integration surface between the Virtual Concierge¹, the Concierge team, and a client's Finance org.

hub For booker-side experience, see booker-journey.md. For billing internals, see central-pay. For contract handling, see central-legal.md. Talk page has 3 unresolved threads — review before editing.

The flow is composed of three sold products — central-pay, central-legal and byov — plus internal protocols that govern how the VC pauses, how Jira tickets are routed, and how a virtual purchase card is issued. Each client sits at a position on the configuration matrix (codes C0–C7) that determines which steps run automatically vs. with human intervention.²

actors

Five actors. Two client-side humans, one AI, one Ande-side human team, one venue. Finance enters only on configurations with central-pay enabled.

┌───────────────────────────────────────────────────────────────────────────────┐ │ actor side surface on-call │ ├───────────────────────────────────────────────────────────────────────────────┤ │ booker client Ande app · VC chat @booker │ │ vc ande chat thread (AI) n/a │ │ concierge ande Jira · Slack · Admin Portal @on-call │ │ venue partner TripleSeat | email | payment link n/a │ │ finance client consolidated invoice · ach @cfo-team │ └───────────────────────────────────────────────────────────────────────────────┘

booker

The booker is the enterprise employee placing the request. Interacts only with the Ande app and VC chat — never sees a card prompt or invoice on C1+.⁴

virtual concierge (vc)

The VC is the AI agent running the booking conversation. On enterprise accounts, enters cooperative pause mode at stage 3 — auto-replies off, thread shared with concierge. Spec: rfc-09.

concierge team

The Concierge are Ande employees who pick up Jira Agent-Support tickets and execute contract + payment steps. Each client has an Account Owner; routed to on-call pool after 4h SLA.

venue

The venue is the restaurant or event space. Either partner (TripleSeat / SevenRooms integration) or offline. This flag determines Path A vs. Path B — see § stages.

finance

The Finance actor represents both the client's finance org (consolidated billing) and Ande's payments team (P-card issuance, PO coordination via #central-payments, receipt reconciliation). Dormant on configs without central-pay.

lifecycle stages

Seven canonical stages. Stages marked ● are key state transitions (the VC stops & resumes auto-responding). Stage marked ⋈ forks on venue partner status.

┌──────── ande-admin ─────────┐ ▼ │ ┌──────────┐ ┌──────────┐ ┌──────────┐ ┌──────────┐ ┌──────────┐ ┌──────────┐ ┌──────────┐ │ 01 │ │ 02 │ │ 03 ● │ │ 04 │ │ 05 ⋈ │ │ 06 │ │ 07 ● │ │ configure│─▶│ book │─▶│ vc │─▶│ jira │─▶│ pay/sign │─▶│ reconcile│─▶│ unpause │ │ │ │ │ │ handoff │ │ ticket │ │ │ │ │ │ │ └──────────┘ └──────────┘ └──────────┘ └──────────┘ └────┬─────┘ └──────────┘ └──────────┘ admin booker vc → pause conc · AO │ conc conc · fin conc → vc │ ┌────────────┴────────────┐ ▼ path A · partner ▼ path B · offline ande checkout virtual p-card TripleSeat venues Slack #central-payments

configure — Ande admin enables products on the client. See client-onboarding.md.
book — Booker selects a venue and gives the go-ahead in the VC chat.
vc handoff ● — VC posts the deterministic handoff line and pauses. Wording varies by config.³
jira ticket — Agent-Support ticket created, routed to the Account Owner.
pay / sign ⋈ — Concierge executes via path A (partner) or path B (P-card); signs contract if Central Legal enabled.
reconcile — Receipt & contract uploaded to the event page; expense logged as "Central Billing".
unpause ● — Concierge posts confirmation as the VC. Auto-reply re-enabled.

configuration matrix

Every enterprise client sits in exactly one row. Codes are stamped on every ticket and account record. Stars (★) are "full enterprise" packages.⁵

code	pay	legal	signs	pays	notes	clients
`C0`	off	off	booker	booker	default bottoms-up. card required.	163 SMB
`C1`	on	off	booker	concierge	most common entry. central-pay only.	Stripe, Anthropic, +4
`C2`	off	on	concierge	booker	legal central; client pays.	Figma
`C4 ★`	on	on (SA)	concierge	concierge	full enterprise. booker just confirms.	OpenAI, Notion
`C5 ★`	on	on (AA)	concierge	concierge	approval-authority variant.	Ramp
`C7 ★`	on	on (SA+AA)	concierge	concierge	byov prereq · off-platform venues.	Linear, Vercel

open issues & milestones

Mirrored from Linear and Jira. Edits flow back via the wiki sync.

active milestones · Q2 2026

id	milestone	owner	tracks	status	progress	due
`M-22`	spend caps GA	@priya-rao	3 PRDs · 17 tk	progress	62%	Jun 14
`M-23`	byov → GA	@morgan-kerr	1 PRD · 9 tk	progress	44%	Jul 01
`M-24`	refund & dispute path	@alex-singh	1 RFC · 6 tk	review	78%	May 28
`M-25`	vc pause v2 (rfc-09b)	@kai-tran	1 RFC · 11 tk	blocked	18%	Aug 12
`M-26`	receipt OCR pilot	@dana-lo	1 PRD · 4 tk	planned	0%	Sep 01

shipped recently

M-19 approval-authority GA · 2026-04-18 · done
M-20 slack #central-payments bot · 2026-04-29 · done
M-21 path-B P-card upload UX · 2026-05-02 · done

linked tickets — recently touched

key	title	kind	status	milestone	assignee	updated
CP-1284	path B receipts not auto-tagged "Central Billing" on retry	bug	progress	`M-23`	@morgan-kerr	2h ago
SC-104	spec spend-cap rollover for multi-month events	spec	review	`M-22`	@priya-rao	5h ago
VC-77	VC posts handoff twice when booker edits party size mid-flow	bug	blocked	`M-25`	@kai-tran	1d ago
CP-1301	add C7 → BYOV explainer to onboarding email	task	todo	`M-23`	@alex-singh	1d ago
FIN-58	reconciliation export CSV: missing PO column for C5 rows	bug	progress	`M-22`	@dana-lo	2d ago
REF-12	RFC-09b: cooperative pause across multi-turn corrections	rfc	draft	`M-25`	@kai-tran	3d ago
CP-1268	P-card daily limit insufficient for Linear off-site	incident	resolved	—	@alex-singh	4d ago

glossary

agent-support ticket: A Jira issue type created automatically when the vc hands off to a human. Carries client, event, money & product-flag context — see central-pay § step 4.
byov — bring your own venue: Off-platform venues onboarded ad-hoc. Requires C7. Currently beta.
cooperative pause: The vc's mode after handoff to concierge. Auto-replies disabled, thread visible to both. Spec: rfc-09.
path A / path B: Two execution paths at stage 5. A = Ande checkout with partner venue (TripleSeat / SevenRooms). B = virtual P-card with offline venue.
virtual p-card: Single-use purchase card issued against the client's prepayment balance. Used in path B. Procedure: pcard-issuance.md.

references

"VC — design and behaviour", vc-arch.md, ande-eng, 2026-02.
Config codes defined in prd-024 § 3; live values per client in admin portal / clients.
Wording matrix in central-pay § step 3. Stamped on each agent-support ticket.
Excludes manual-override path (<0.4% of bookings per 2026-Q1 ops review).
Star-marked configurations require a signed master services agreement on file.

EOF · ~/enterprise-flow/hub.md · 312 lines · sha a7f3c91 · written by @alex-singh, @priya-rao, @morgan-kerr + 6 others · edit · talk · history