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Retail & Ecommerce · Sales

Custom Order Enquiry

Collect the specifications and deadline needed for a custom-order feasibility review.

For retail & ecommerce teams handling sales conversations.

Example workflow
Discuss this workflow →

What this chatbot helps with

  • Collect the specifications and deadline needed for a custom-order feasibility review.
  • Clarify customisation brief before the team follows up.
  • Organise quantity, target date into a readable enquiry brief.
  • Explain what happens next and route exceptions to a person.
ILLUSTRATIVE CONVERSATION

A conversation with a next step

Hello, I have a question about custom order enquiry.
What would you like customised?
I’m enquiring about customisation brief. Could your team help me understand the options and process?
What quantity and delivery date do you have in mind? You can skip anything you would rather discuss with a colleague.
I’d prefer to discuss the details with someone.
Of course. With your permission, I can pass your enquiry and preferred contact method to our team. They’ll confirm the next step.

Illustration only. Questions and replies must be adapted to the business’s approved process.

How the workflow works

  1. 01

    Customer enquiry

    Identify sales intent and explain the scope.

  2. 02

    Relevant questions

    What would you like customised?

  3. 03

    Captured details

    Customisation brief · Quantity · Target date

  4. 04

    Next action

    Share the request with the responsible team for review and confirmation.

Information captured

Suggested fields to review during configuration. They are not automatically required.

  • Customisation brief
  • Quantity
  • Target date

Explain why a detail is needed, let the visitor correct it, and use the minimum information necessary. Ask permission before arranging a follow-up.

Knowledge to provide

  • Product catalogue and approved specifications
  • Delivery, returns and warranty policies
  • Customer service escalation routes
  • Approved answers to “What would you like customised?” and “What quantity and delivery date do you have in mind?”
  • A named team responsible for custom order enquiry enquiries

Give each source an owner and a review date. Remove outdated instructions before the workflow goes live.

Integrations and limits

Production feasibility, artwork approval and a final quote require staff review.

Without that connection, the assistant can explain the approved process and collect a request for staff. It should state what is known, what is requested and what still needs confirmation.

When staff takes over

Unusual materials, intellectual property questions or a tight deadline.

Also hand over when the visitor asks for a person, information is missing or the same question remains unresolved. Pass the enquiry summary with the handoff so the visitor does not have to start again.

Set up with your team

  1. Discuss the workflow. Share your sales process and review the fields above with WhatsOS.
  2. Connect your business number. Use the existing Meta connection flow in WhatsOS and complete the account setup.
  3. Prepare approved knowledge. Supply service information and agree on the handoff owner. Confirm which actions your configuration actually supports.
  4. Test before enabling. Try normal enquiries, missing details, a request for a person and unusual materials, intellectual property questions or a tight deadline.
  5. Review live enquiries. Use the team inbox to handle follow-ups and improve unclear answers.

Questions about custom order enquiry

What does the team need from the first conversation?

Start with customisation brief and quantity. Collect the other suggested details only if they help the next action. What quantity and delivery date do you have in mind?

Can it complete this request automatically?

Production feasibility, artwork approval and a final quote require staff review. The catalogue is an example, not a claim that the integration is already enabled for your account.

Which situations need a colleague?

Unusual materials, intellectual property questions or a tight deadline. Agree on the responsible team and response expectations before launch.

Can we change the questions?

Yes. Review these prompts against your retail & ecommerce process. What would you like customised? may need a shorter form or additional context for your customers. Test changes with staff before enabling them.

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