WhatsApp E-commerce Chatbot

Automatically answer your customers' questions around the clock.

The chatbot welcomes customers and provides them with the languages they want to chat in (Arabic or English).

It provides answers to all frequently asked questions

And can automatically respond to order status inquiries.

The chatbot also enables customers to browse all of your store’s products.

When requested by the customer, the chatbot can connect them with the customer service team.

In this chapter, you will find the following sections:

You can add multiple languages to your e-commerce chatbot.

1. Go to the chatbot page.

2. Choose settings.

3. Add a language by clicking on Add Language.

4. Add a friendly welcome message in all the selected languages.

5. Click save.

It is recommended to give a name to the chatbot to distinguish it from a customer service representative.

1. Go to the chatbot page.

2. Choose settings.

3. Click on Bot name.

4. Enter the name.

5. Click save.

Your menu message is the first message your customer sees after the welcome message.

You can customize it by:

Going to the chatbot page (1), clicking on the chatbot icon on the left.

Clicking on Get Started (2).

Adding the menu message (1) in the chatbot's languages (2).

Clicking on design your flow (3).

Your customers will be delighted to receive instant answers to their most common questions 24/7.

Choose the message type within the response types menu (1).

Add the frequently asked question as the button name (2).

Add the answer to that question in the message box (3) and any file (4).

Provide translation (5)

And When customers click on the question, they will receive the answer.

The chatbot allows customers to easily track their order status in real-time. It asks them for the order number and retrieves the latest status.

Click on the response types menu and select track order (1).

Add the message (2) and make sure to use the custom field that corresponds to the customer's order status by clicking on custom fields (3), the option to talk to an agent (4), and a translation (5)

If a customer needs assistance beyond what the chatbot can provide, they can be transferred to an agent for further support.

Select Send Message as a response type (1).

Add a button title (2).

Add a message telling them to choose a team (3).

And Choose the teams to which you want to transfer the customer (4).

The click Next Step (5).

Before launching the chatbot, it's important to test it to ensure that it operates as intended.

Enter your phone number (1)

Then press the button to generate a test link (2).

Choose between starting the test through the link (3)

Or scanning the QR code with your phone (4).

Once your test begins, you will see the conversation happening in real-time here (5).

When finished, click on Skip Test (6).

Review the modifications made to the chatbot (1) in all added languages (2)

Then press the launch button to start assisting customers (3).

On the chatbot page, you will be able to know the last time it was updated (1) and the user who made the modifications (2).

and preview the latest version (3).

The chatbot operator allows you to set up automated messages in multiple languages that are strategically sent throughout the customer's conversation, enabling a seamless customer experience without any human intervention.

To set up the operator, go to the chatbot page and click on operator.

Within the Operator, you can launch the following messages and tasks:

The chatbot will redirect customers who are not interacting with the chatbot or sending a message for an hour. Choose a team to automatically redirect them for quick assistance. To activate this feature:

- Click on "turn this on" and select the desired team for redirection.

- Then save the changes.

When redirecting the conversation to a team, inform customers about their assignment and provide them with an estimated response time. To enable this feature:

- Enable it by clicking on "turn this on"

- Customize the message for customers.

- Translate the message to the supported languages.

- Then save the changes.

Set up an automatic reply message for customer inquiries outside working hours. Inform them when you will be available to assist them.

- Enable it by clicking on "turn this on"

- Customize the message for customers.

- Translate the message to the supported languages.

- Then save the changes.

After contacting the chatbot, you can automatically notify customers when they are assigned to an agent.

- Enable it by clicking on "turn this on"

- Customize the message for customers.

- Translate the message into supported languages.

- Then save the changes.

If the customer replied with Wong entry (5)

Redirect customers who respond with incorrect inputs that do not match the chatbot's options. This feature is mandatory and cannot be disabled.

- Customize the message for customers.

- Translate the message into supported languages.

- Then save the changes.

Ask customers to provide feedback at the end of conversations to improve your services.

Once enabled, customers will be connected to the same agent if they replied within a day of closing the conversation.