To ensure that you're using your BusinessChat AI bot to the fullest, you need to configure the AI actions. These instructions will allow your bot to handle inbound customer queries that do not fall within the scope of a simple knowledge base frequently asked question.
The BusinessChat AI bot instructions revolve around three main features. This guide will help you understand each AI action and set it up correctly to ensure maximum bot performance.
Delivery Management Instructions
Our AI Bot is powered by your store’s e‑commerce data, which means that when you activate the delivery management action, the bot can:
Check a customer’s latest order status automatically using their customer number.
Look up a specific order when the customer provides the Order ID.
Respond with the current order status and include a direct link to the order page.
Limitation: When a customer contacts your store using a different number than the one used to create the order, the bot will not be able to retrieve the order info. In this case, the bot will ask for an order ID and then look it up when provided by the customer.
How to set up the delivery management instruction
To configure order status and delivery management rules, follow these steps:
Click the AI Actions buttons under the AI bot
Toggle on the button next to the Delivery Management card
Click Configure (gear icon) from the Delivery Management card
Set up your Standard Delivery Range. Click Add Delivery Range to add multiple options for each city/county as needed. You can choose from the standard available options or click Custom Range and fill in with your own. For each range, make sure to add the min and max days for delivery.
Exact Delivery Date Inquiries: Write a custom response for people asking about exact delivery dates for their orders. The bot will enrich the message with delivery information like shipping link, tracking number, and shipping company
Expedite delivery requests: you have two options here:
Either add a custom response, and the AI will also share the default delivery period.
- Or choose to escalate to a specific agent. When you choose escalation in this case, click Configure, you will be routed to the Escalations page, where you can click to add the case and choose the team to route to. Make sure to save the changes before clicking to configure the team, as all changes would be lost from the delivery page if you don't save first.
Delivery Complaint Escalation Threshold: from the delivery delay limit, set a max number of days for delivery. You have three scenarios here:
When Order is Within Delivery Range: you don't need to configure anything here; the bot will respond with the expected delivery information based on your configured delivery ranges.
When Order is Late but Within Limit: write a custom response for when delivery is late but is still within the max delivery range you set within the Delivery Delay Limit. The bot will enrich the message with delivery information like shipping link, tracking number, and shipping company
When Delay Exceeds Limit: click Configure to choose which team the bot needs to escalate conversations about delivery delays that exceed the Delivery Delay Limit you set.
Click Save once you've configured all scenarios.
Critical Instruction: Shipping Management Action Cards are not active by default. They must be manually toggled on. Once active, the bot eliminates friction by accessing order history via the user's phone number, allowing for status updates without requiring a manual Order ID.
How to deactivate the Delivery management and order tracking action:
From the AI Actions tab under AI bot, open the Delivery Management card.
Toggle off the Active button to deactivate.
The bot will no longer have access to your customers' order history and will stop providing order status or shipping information.
How to Reactivate the Delivery management and order tracking action:
From the AI Actions tab under AI bot, open the Delivery Management card.
Toggle on the Inactive button to reactivate.
The bot will resume accessing order data within a few minutes.
Note: If the Delivery Management card is disabled, the bot will not be able to access customers’ orders or provide order updates.
The BusinessChat AI Bot Flow when handling Order Status
The contact asks for an order status
The bot replies with the status of the latest order created by the customer based on their phone number
If the contact does not have an order registered under his phone number, he can provide the order ID
Example Bot Replies
Customer: “Where is my order?”
Bot: “Your latest order (#12345) is out for delivery. View Order”
Customer: “Can you check order 78910?”
Bot: “Order #78910 is processing and will ship soon. View Order”
Automated shipping updates transform the bot from a static FAQ interface into a high-utility service tool. This section is critical for reducing the "Where is my order?" volume that typically accounts for up to 50% of support tickets.
Best Practices in Handling Delivery Management Action
Keep the Delivery Management action active to ensure customers get real‑time updates.
Encourage customers to provide Order IDs for faster, more precise responses.
Use the preview box to test the feature and verify that the bot is fetching the right order information.
Offers and Coupons Instructions
Many customers message stores—especially on WhatsApp—asking “Do you have a coupon?”. To help you serve these customers quickly and automatically, our AI Bot can generate and share coupons directly from your store.
4. How to set up Offers and Coupons instructions
Automated discounts are a powerful conversion lever. The bot segments users to ensure promotional codes are utilized strategically rather than cannibalizing margins. But you need to set this up as needed, and configure the rules for the bot to use.
To configure Offers and Coupons logic for the Businesschat AI bot, follow these steps:
Click on AI Actions under AI bot
Toggle on the button next to the Offers and Coupons card
Click on Configure from the Offers and Coupons card to specify the rules
Toggle on all or the coupon types you want to activate, which are the following:
Custom offer: this option allows you to set up a seasonal coupon; you can add a description for the code. State a start and end date for this offer. When this coupon type is active, it will override all other coupon types. It will turn off automatically on the end date you set.
Default coupon: Set up the coupon option to provide a different code for customers who are not leads and old customers that are filtered out from the winback coupon logic.
Lead generation coupon: Set up this coupon type to offer it to first-time customers who have no order history on your store, to drive the first purchase.
Winback coupon code: Set up this coupon type to re-engage old customers who haven't ordered recently. You can choose the days from the last order to specify the customers who are eligible for this code.
Click Save from the top right once you configure all the coupon types you need.
Static vs. Dynamic Coupons
When you set up the offers and coupons card, you have the choice to use either a fixed coupon or a dynamic coupon. The only exception is the Custom Offer option; you need to use a fixed code for this type.
Here's the difference between fixed and dynamic coupons:
Fixed Coupons: these must be created on the store platform (Salla/Zid/Woocommerce/ Magento) first. Additionally, you can add the coupon value to the description within the bot setup to ensure the AI communicates the benefit clearly.
Dynamic Coupons: These are generated automatically by the bot system on the website. You only need to configure their value by clicking edit Coupon and filling in the pop-up window. Coupons are valid for one day only and can be used once per customer.
Coupons Fallback Logic
If a coupon type is not activated, the bot will fall back to the Default Coupon.
If the Default Coupon is not active, the system will optimize the response for the customer without offering a coupon.
How to deactivate the Offers and Coupons action:
From the AI Actions tab under AI bot, open the Offers and Coupons card.
Toggle off the Active button to deactivate.
The bot will no longer generate or provide coupons to your customers.
How to Reactivate the Offers and Coupons action:
From the AI Actions tab under AI bot, open the Offers and Coupons card.
Toggle on the Inactive button to reactivate.
The bot will resume providing coupon codes to eligible users.
How to Reactivate the Offers and Coupons action
Navigate to AI Actions under AI bot
Click Configure from the Offers and Coupons action card
Make the necessary changes to your coupon, then click save
The BusinessChat AI Bot Flow when handling Offers and Coupons
The contact asks for a coupon.
The bot checks the customer order history and decides if the contact is a lead, eligible for win-back, or needs to get a default coupon.
The bot then responds with the coupon or apology based on the configuration.
Example Customer Interactions
Customer: “Do you have a coupon?”
Bot: “Sure! Here’s your 20% off coupon code: WB123XYZ (valid for 24 hours, single use).”
Customer (when Discount Action is disabled):
Bot: “I’m sorry, we don’t have an active coupon at the moment. Please check back soon!”
Best Practices to set up the Offers and Coupons instruction
Keep at least the Default Coupon active to avoid disappointing customers.
Configure Lead and Win‑Back coupons to maximize engagement and repeat purchases.
Use the preview box to test your coupon setup before going live.
Product Recommender Instructions
Product recommender is a feature that allows you to instruct your BusinessChat AI bot on how to recommend products and ask clarifying questions to provide the most suitable answers to your customers.
To configure the product recommender feature, follow these steps:
Click AI Actions under AI bot
Toggle on the button next to the Product Recommender card to activate the feature
Click Configure from within the same card to set the instructions
Questions to understand the shopper: add up to five questions that your bot can ask the customer when they ask a general question. Using these clarifying questions, the bot will be able to better understand what the customer wants and provide the most accurate answer.
How products are recommended: here you can add keywords or questions that are usually asked by your customers to personalize product recommendations. Add a keyword, and specify the products you want the bot to recommend in that case. You can have unlimited scenarios.
Click save from the top right once you finish.
FQAs on the Product Recommender Feature
Does the bot ask qualification questions if the customer asks about a specific product?
No, the bot will not ask qualification questions when the customer provides enough information about the product in their query.
Will the bot recommend an out-of-stock product?
No, the bot will not recommend out-of-stock products.
How would the bot behave if all the recommended products are out of stock?
If all the recommended products as per your instructions are out of stock, the bot will ignore the instructions and search the catalog normally.
Test how the bot follows your instructions
After you configure the delivery management, offers and coupons, and product recommender actions, test the bot to make sure everything is as supposed to be. Follow these steps to test it:
Open the AI Actions section of your AI bot
Click on the drop-down from the preview window, and choose a contact. Your bot will now simulate a conversation with the contact you chose
Type your question and wait a few seconds for the bot's reply