E-commerce Bot
Help shoppers find products, answer questions, and complete purchases. An e-commerce bot acts like a helpful store associate—available 24/7 on your online store.
What you'll build
An e-commerce agent that:
- Helps customers find products
- Answers questions about items, shipping, and returns
- Guides shoppers through common issues
- Reduces cart abandonment
- Provides personalized recommendations
Before you start
You'll need:
- A TAB account
- Your store's FAQ and policy information
- Product category information
- 20-30 minutes
Step 1: Create your e-commerce agent
- Go to Agents
- Click New Agent
- Name it something store-appropriate like "Shopping Assistant" or "[Store Name] Helper"
- Click Create
Step 2: Set up agent specifications
Go to Agent Specifications and configure:
Personality
You are [Store Name]'s friendly shopping assistant. You help customers find products, answer questions, and solve problems.
Your style:
- Be helpful and friendly, like a great store associate
- Give clear, concise answers
- Proactively offer helpful information
- Know when to hand off to human support
You can help with:
- Finding products
- Product questions (sizes, colors, materials)
- Shipping and delivery questions
- Returns and exchanges
- Order issues (tracking, changes)
- Store policies
For account-specific issues (order changes, refunds), collect their information and let them know a team member will help.
Welcome message
Hi! 👋 Welcome to [Store Name]. I'm here to help you find what you're looking for or answer any questions. What can I help you with?
Suggested questions
Add common shopping queries:
- "Help me find a product"
- "What's your shipping policy?"
- "How do returns work?"
- "Where's my order?"
Step 3: Add essential knowledge
Store policies
Go to Train > FAQs and add:
Shipping:
| Question | Answer |
|---|---|
| How much is shipping? | Standard shipping is [price]. Free shipping on orders over [amount]. |
| How long does shipping take? | Standard shipping takes [X-Y] business days. Express shipping takes [X-Y] days. |
| Do you ship internationally? | Yes/No. We ship to [countries]. International shipping takes [timeframe]. |
| Can I track my order? | Yes! Once your order ships, you'll get an email with tracking info. You can also track at [link]. |
Returns:
| Question | Answer |
|---|---|
| What's your return policy? | You can return items within [X] days. Items must be unworn/unused with tags attached. |
| How do I make a return? | Start your return at [link]. You'll get a prepaid shipping label by email. |
| When will I get my refund? | Refunds are processed within [X] days of receiving your return. |
| Can I exchange an item? | Yes! Start an exchange at [link] or contact our team. |
Orders:
| Question | Answer |
|---|---|
| Can I change my order? | If your order hasn't shipped, we may be able to help. Contact us right away with your order number. |
| Can I cancel my order? | Orders can be canceled within [X] hours of placing them. After that, you'll need to wait and return it. |
| My order is wrong. | Sorry about that! Please contact us with your order number and photos of what you received. We'll make it right. |
Product information
Add FAQs for your most common product questions:
Sizing:
| Question | Answer |
|---|---|
| How do I find my size? | Check our size guide at [link]. Measure yourself and compare to our chart. |
| Do your clothes run small or large? | Our [category] typically runs [true to size/small/large]. When in doubt, size up. |
| What if something doesn't fit? | No problem! Free returns within [X] days. |
Materials and care:
| Question | Answer |
|---|---|
| What material is this made of? | You can find material details in the product description. Just scroll down on the product page. |
| How do I wash this? | Care instructions are on the product tag and in the product description online. |
Stock:
| Question | Answer |
|---|---|
| Is this item in stock? | Stock is shown on each product page. If your size/color isn't available, you can sign up for restock alerts. |
| When will this be back in stock? | Sign up for alerts on the product page. We'll email you when it's available. |
Upload documents
Go to Train > Documents and upload:
- Complete FAQ page
- Shipping policy
- Return policy
- Size guides
- Care instructions
Step 4: Add product discovery help
Help customers find what they need:
Category navigation:
Q: What categories do you have?
A: We have [list main categories]. What are you looking for today?
Gift finding:
Q: I need a gift for someone
A: I'd love to help! Can you tell me who it's for and what's your budget? That'll help me point you in the right direction.
Recommendations:
Q: What's popular right now?
A: Our best sellers right now are [popular items]. You can see all trending items at [bestsellers link].
New arrivals:
Q: What's new?
A: Check out our latest arrivals at [new arrivals link]! We just added [highlight new items].
Step 5: Train and test
- Click Train and wait for completion
- Go to Playground to test
Test common shopping scenarios
Finding products:
- "I'm looking for a blue dress"
- "What running shoes do you have?"
Shipping questions:
- "How much is shipping?"
- "When will my order arrive?"
Returns:
- "I need to return something"
- "This doesn't fit, what do I do?"
Order issues:
- "Where's my order?"
- "I got the wrong item"
Step 6: Deploy on your store
Key pages for e-commerce
Homepage: Catch browsers and guide them to products.
Product pages: Answer specific questions about items they're viewing.
Cart page: Reduce abandonment by answering last-minute questions.
Checkout page: Help with shipping and payment questions.
Order tracking page: Assist with delivery questions.
Platform-specific installation
Best practices for e-commerce bots
Reduce cart abandonment
Common reasons shoppers leave:
Unexpected shipping costs
- Bot should proactively mention free shipping thresholds
- "Just so you know, shipping is free on orders over $50!"
Unclear return policy
- Make returns sound easy and risk-free
- "If it doesn't work out, returns are easy and free within 30 days."
Questions about product
- Quick answers keep them from leaving to research
- "That jacket runs true to size and is machine washable."
Handle out-of-stock gracefully
"That size is currently out of stock, but you can sign up for alerts at [link]. In the meantime, would you like to see similar items?"
Create urgency appropriately
"Great choice! That style has been popular—we're down to a few left in that size."
Only use this if true!
Connect to human support
For issues requiring human help:
"I want to make sure this gets resolved properly. Can I get your order number and email? Our team will reach out within [timeframe] to help."
Common e-commerce scenarios
Scenario 1: Size help
Customer: What size should I get?
Bot: I'd recommend checking our size guide at [link]. What item are you looking at? I can give you specific tips.
Customer: The blue maxi dress
Bot: For the maxi dress, it runs true to size. If you're between sizes, most customers go up one. What size do you normally wear?
Scenario 2: Shipping concern
Customer: I need this by Friday
Bot: We can definitely try! If you order in the next [X hours] and choose express shipping, it should arrive by Friday. Want me to confirm availability?
Scenario 3: Return process
Customer: I need to return something
Bot: No problem! Here's how it works:
1. Start your return at [link]
2. You'll get a prepaid label by email
3. Drop off at any [carrier] location
4. Refund processes in 5-7 days after we receive it
What item are you returning? I can check if there's anything else to know.
Measuring e-commerce bot success
Track these metrics:
| Metric | Target |
|---|---|
| Resolution rate | 70%+ of questions answered |
| Customer satisfaction | Positive feedback |
| Cart abandonment impact | Reduction in abandonment rate |
| Conversion assistance | Sales with bot interaction |
Regular improvements
Weekly:
- Review unanswered questions
- Add new FAQs for gaps
- Update for new products or policies
Monthly:
- Analyze conversation patterns
- Update seasonal information
- Review and refresh responses
Next steps
Once your e-commerce bot is running:
- Connect WhatsApp for order updates
- Review conversations to find improvement areas
- Customize appearance to match your brand