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Retail & Ecommerce · Sales

Shopping & Product Enquiry

Help shoppers narrow a question to a product, variant or buying requirement.

For retail & ecommerce teams handling sales conversations.

Example workflow
Discuss this workflow →

What this chatbot helps with

  • Help shoppers narrow a question to a product, variant or buying requirement.
  • Clarify product interest before the team follows up.
  • Organise variant preference, buying question 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 shopping & product enquiry.
Which item are you looking for?
I’m enquiring about product interest. Could your team help me understand the options and process?
Do you need help with a size, colour or specification? 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

    Which item are you looking for?

  3. 03

    Captured details

    Product interest · Variant preference · Buying question

  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.

  • Product interest
  • Variant preference
  • Buying question

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 “Which item are you looking for?” and “Do you need help with a size, colour or specification?”
  • A named team responsible for shopping & product enquiry enquiries

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 Remove outdated instructions before the workflow goes live.

Integrations and limits

Live stock and current pricing require a catalogue integration.

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

Unlisted variants, conflicting information or special pricing.

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 unlisted variants, conflicting information or special pricing.
  5. Review live enquiries. Use the team inbox to handle follow-ups and improve unclear answers.

Questions about shopping & product enquiry

What does the team need from the first conversation?

Start with product interest and variant preference. Collect the other suggested details only if they help the next action. Do you need help with a size, colour or specification?

Can it complete this request automatically?

Live stock and current pricing require a catalogue integration. The catalogue is an example, not a claim that the integration is already enabled for your account.

Which situations need a colleague?

Unlisted variants, conflicting information or special pricing. Agree on the responsible team and response expectations before launch.

Can we change the questions?

Yes. Review these prompts against your retail & ecommerce process. Which item are you looking for? may need a shorter form or additional context for your customers. Test changes with staff before enabling them.

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