Enterprise booking flow

The enterprise booking flow is the 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 or filing reimbursement. It is 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.

The flow is composed of three sold products — Central Pay, Central Legal and BYOV — and a set of internal protocols that govern how the Virtual Concierge pauses, how Jira tickets are routed, and how a virtual purchase card is issued against the client's account. Each enterprise client sits at a position on the configuration matrix (codes C0–C7) that determines which steps run automatically vs. with human intervention.²

As of May 2026, the flow is live for 14 enterprise clients spanning the C1, C4, C5 and C7 configurations, processing approximately $1.4M in monthly gross booking value through the Concierge team. The team is currently executing on Q2 milestones aimed at lifting Spend caps and BYOV into general availability.

1. Actors and ownership [edit]

Five actors participate in every enterprise booking. Two are humans on the client side, one is Ande's AI agent, one is Ande's human ops team, and one is the venue. Finance enters only on configurations with Central Pay enabled.

1.1 Booker

The Booker is an employee at the enterprise client placing the request. Bookers interact only with the Ande mobile app and the Virtual Concierge chat; they never see a card prompt, contract, or invoice once their client is on configurations C1 or higher.³ See also: Booker journey, Booker onboarding email.

1.2 Virtual Concierge (VC)

The VC is the AI agent that runs the booking conversation end-to-end on default C0 accounts. On enterprise accounts it operates in a cooperative pause mode: it relinquishes control at the go-ahead step and resumes only after the Concierge team posts a completion message as the VC. Pause and resume protocol is defined in RFC-09.

1.3 Concierge team

The Concierge are Ande employees who pick up Jira Agent-Support tickets and execute the contract + payment steps a human is required for. Each client is assigned one Account Owner; tickets are routed first to the owner, then to the on-call pool after SLA elapses (4h business hours).

1.4 Venue

The Venue is the restaurant or event space. Venues are either partners (integrated with Ande via TripleSeat or SevenRooms) or offline. Path A vs. Path B in Central Pay branches on this flag — see § Flow diagram.

1.5 Finance

The Finance actor represents both the client's finance org (which receives consolidated billing) and Ande's payments team (which issues virtual P-cards, coordinates POs in #central-payments, and reconciles receipts). On configurations without Central Pay enabled, this actor is dormant.

2. Lifecycle stages [edit]

Every booking moves through seven canonical stages. The two stages marked key are state transitions: the Virtual Concierge stops auto-responding at stage 3 and resumes at stage 7. The stage marked fork branches on the venue's partner status.

1. Configure — Ande admin enables products on the client in the Admin Portal. See Client onboarding checklist.
2. Book — Booker selects a venue and gives the go-ahead in the VC chat.
3. VC handoff — VC posts the deterministic handoff line and pauses. Wording varies by configuration⁴.
4. Jira ticket — An Agent-Support ticket is created and routed to the Account Owner.
5. Pay / Sign — Concierge executes the venue interaction via either Path A (partner checkout) or Path B (P-card), and signs the contract if Central Legal is on.
6. Reconcile — Receipt and (if applicable) signed contract uploaded to the event page; expense recorded under "Central Billing".
7. Unpause — Concierge posts confirmation in the chat as the VC. Auto-reply re-enabled.

3. Flow diagram [edit]

4. Configuration matrix [edit]

Each enterprise client sits in exactly one row. Codes are stamped on every internal ticket and account record. Stars (★) mark configurations sold as "full enterprise" packages.⁵

5. Open issues and milestones [edit]

Tracking surface for in-flight work that affects this flow. Issues are mirrored from Linear and Jira via the wiki sync. See also: § Linked tickets.

5.1 Active milestones (Q2 2026)

5.2 Recently shipped

• M-19 · Approval Authority GA — shipped 2026-04-18 · Done
• M-20 · Slack #central-payments bot — shipped 2026-04-29 · Done
• M-21 · Path B P-card upload UX — shipped 2026-05-02 · Done

6. Linked tickets [edit]

Live mirror of the Jira filter label=enterprise-flow. The full set (137 open) is searchable from the right rail; below are the most-recently-touched.

7. Glossary [edit]

Terms used in this article and across the linked product pages. The full glossary lives at Reference / Glossary (84 terms).

Agent Support ticket

A Jira issue type created automatically when the VC hands off to a human. Carries client, event, money and product-flag context — see Central Pay § Step 4.

BYOV — Bring Your Own Venue

Off-platform venues onboarded ad-hoc to the flow. Requires C7 configuration. Currently Beta.

Cooperative pause

The VC's mode when it has handed off to the Concierge — auto-replies disabled, conversation thread visible to both. Defined in RFC-09.

Path A / Path B

The two execution paths at stage 5. Path A uses the Ande checkout with a partner venue (TripleSeat / SevenRooms integration); Path B uses a virtual P-card with an offline venue. See § Flow diagram.

Virtual P-card

A single-use purchase card issued by Ande against the client's prepayment balance. Used in Path B. Issuance procedure: P-card issuance playbook.

8. Related articles [edit]

• Central Pay — the billing product itself, with full step-by-step.
• Enterprise flow — Simple doc — clean readable summary with lifecycle and related docs.
• Enterprise flow — Terminal — TUI ops console view with live ticker and milestones.
• Central Legal — contract signing flow, paired sale.
• BYOV — off-platform venue ingestion. Beta.
• Spend caps — planned per-employee / per-event caps. Stub.
• Concierge — Partner path — playbook for Path A.
• Concierge — Offline path — playbook for Path B.
• RFC-09 · VC pause protocol — the cooperative-pause spec.
• PRD-024 · Central Pay v3 — most recent rewrite of the billing layer.
• Booker journey — customer-facing narrative.
• All enterprise clients (14) — list with configuration + AO assignment.

9. References [edit]

1. ↑ "Virtual Concierge — design and behaviour", VC architecture overview, Ande Engineering, 2026-02.
2. ↑ Configuration codes defined in PRD-024 § 3; live values per client in Admin Portal → Clients.
3. ↑ Excludes manual override path used in < 0.4% of bookings, per 2026-Q1 ops review.
4. ↑ Wording matrix in Central Pay § Step 3; also stamped on each Agent-Support ticket.
5. ↑ Star-marked configurations require a signed Master Services Agreement on file before activation.

10. Revision history [edit]