WhatsApp Commerce
Can AI reply to customers?
Summary
ShopIQ can support AI-assisted customer communication where configured. AI can help draft replies, answer product-related questions using available catalog information, create customer support responses, and assist with WhatsApp commerce conversations. Merchants should review important customer communication for accuracy.
Who this is for: Merchants who want to use AI to respond faster to customer inquiries, product questions, and commerce conversations.
Can AI reply to customers?
ShopIQ can support AI-assisted customer replies where configured. AI can help merchants respond to common customer questions, product inquiries, order-related questions, and marketing conversations using available business and catalog context. This can reduce repetitive customer communication and help merchants respond faster.
What questions can AI help answer?
- Product availability
- Product details
- Size options
- Color options
- Material information
- Product usage
- Catalog suggestions
- Return policy
- Shipping policy
- Payment options
- Store information
- Order-related guidance
- Collection recommendations
The accuracy of AI replies depends on the quality and completeness of store data.
Can AI answer using my product catalog?
Yes, where configured and supported, AI can use available catalog information to assist with product-related replies. For example, AI may help answer: "Is this kurti available in medium?", "Do you have gold-plated earrings?", or "Which products are under ₹999?" Merchants should ensure that catalog details such as price, stock, variants, and descriptions are accurate.
Can AI reply through WhatsApp?
ShopIQ supports WhatsApp commerce workflows, and AI-assisted conversations may be used in supported workflows. Merchants should verify the active WhatsApp and AI reply setup in their account. Where AI replies are enabled, merchants should monitor important conversations and review replies that affect orders, pricing, refunds, or customer expectations.
Can AI handle all customer support?
AI can assist with customer communication, but merchants should not fully depend on AI for all customer support situations. Human review is important for complaints, refunds, exchanges, damaged products, delivery delays, payment disputes, high-value orders, legal issues, sensitive customer situations, B2B negotiations, and custom order requests.
Can AI reply in Indian languages?
ShopIQ supports voice conversations in multiple Indian languages and replies in the same language during voice sessions. For customer replies through WhatsApp or other workflows, merchants should verify the language support available in the specific communication setup. The ShopIQ interface is currently available in English, Hindi, and Assamese.
Can AI create reply drafts instead of sending automatically?
AI can be used to draft customer replies, which merchants can review before sending. This is often safer for important customer conversations because the merchant can confirm product details, pricing, policy terms, and tone.
Does AI customer reply consume credits?
AI-assisted customer replies consume AI credits when they use AI-powered workflows. Manual replies written by the merchant do not consume AI credits.
What should merchants check in AI replies?
- Product availability
- Prices
- Discounts
- Shipping timelines
- Return policy
- Refund policy
- Size and variant information
- Payment instructions
- Tone of communication
- Legal or warranty claims
- Customer-specific context
Important things to know
AI customer replies should be treated as assistance, not a replacement for merchant responsibility. The merchant remains responsible for all customer communication, order commitments, policies, refunds, returns, and issue resolution.