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WhatsApp E-commerce Chatbot
WhatsApp E-commerce Chatbot

Discover the E-commerce Chatbot that automatically addresses customer FAQs 24/7 , provides Order Status, shares catalog products, and more

Updated over a week ago

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:

  1. Add languages to the chatbot

  2. Name the chatbot

  3. Menu message

  4. Answer frequently asked questions

  5. Send order status updates

  6. Product catalog display

  7. Transfer customer to agent

  8. Test the chatbot

  9. Launch the chatbot

  10. Chatbot operator

Add languages to the chatbot:

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.

Name the chatbot:

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.

Menu message:

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).

Answer frequently asked questions

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.

Send order status updates

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)

Product catalog display

The chatbot makes it easy to showcase your catalog, allowing customers to explore all product categories and place orders without leaving WhatsApp.

Send all your products

Choose share products as the response type (1) and give the button a title (2).

Click on Select products (3).

Choose the products you want to send (1), and confirm (2).

Add a message (1), choose whether to transfer the customer to a specific team upon response (2), and a translation (3).

Product Categories

This feature allows you to categorize your products into multiple groups to be used as buttons in your chatbot. Organizing your products into categories will make it easier for your customers to browse and increase their access to products.

Create the collection

First, you need to create the collection.

From account settings, under e-commerce, click on Collections (1).

Click on Get started (2).

The classification group can consist of up to 3 levels at most. By clicking Add Collection, you will create the first level called collection (1). Give it a name and assign it directly to products by clicking Select Product (2) or add up to 8 menus by clicking "Add Menu."

The menu (3) is the second level of the group, which can be assigned directly to products or add up to 8 sub-menus below it by clicking Add Sub-menu .

The sub-menu is the third and highest level of classification, created by clicking Add Sub-menu (4), which must be assigned with multiple products or a single product. Once you finish editing and constructing your groups, make sure to translate (5) them into all the added languages, then click Publish Changes (6) at the top of the page.

Add Collection to chatbot

Secondly, you need to assign the collection to your chatbot’s button.

In the chatbot flow design page, click on the response types menu (1), go to collections (2), and choose a collection (3).

Select the option to redirect the customer to a specific team upon sending the cart (1)

Or sharing selected products links (1), add a message along with it (2), and the option to talk to a team (3).

Transfer customer to agent

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).

Test the chatbot

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).

Launch the chatbot

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).

Chatbot Operator

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:

When routing to a team or a user

Assign idle bot conversations to a team (1)

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 a conversation is routed to a team (2)

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.

When a customer contacts you out of working hours (3)

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.

If the customer messaged a user after being routed by the bot (4)

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.

Handling of wrong entry

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.

When a conversation is closed

Inform the customer about closing the conversation (6)

Notify customers when the agent ends the conversation.

- Enable it.

- Select an approved template or create an ending message template.

To create a closed conversation template, refer to the Creating a Message Template chapter

- Add translations for the message in supported languages.

- Choose whether you want to share the message outside the WhatsApp window for 24 hours.

- Then save the changes.

Ask for conversation rating (7)

Ask customers to provide feedback at the end of conversations to improve your services. To set it up:

- Select an approved template for the main evaluation message.

To create a survey message template, refer to the Creating a Message Template chapter

- Choose whether you want to share the message outside the WhatsApp 24 hour window.

- Optionally, request additional feedback from customers.

Select whether to always ask for feedback or after they submit the rating

- Customize the message and another one thanking them for their feedback.

- Then save the changes.

Ordering and Catalog

When the customer sends a question while ordering (8)

When your customer sends a product message, choose whether the chatbot should:

- Assign them to a team and then selecting the team.

- Repeat the last message.

- Thank the user and close the conversation, and add the message and translate in the supported languages, then save it.

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