Shopper assistant
The shopper assistant is a chat helper on your store. Shoppers can ask it to find products ("red sneakers under ₹3,000 in size 9"), answer questions about a product, compare products, explain your offers, shipping, returns and payment options (COD, UPI and so on), check delivery to a pincode, track their orders, and reach your team.
CartWhizz AI is on for every store, and it runs on CartWhizz's own AI service: your shoppers' questions are not sent to an outside AI company.
What it will and won't do
- Facts come from your store. Prices, stock, offers, delivery and order status are read from your catalogue, settings and orders at the moment the shopper asks, and shown on cards in the chat. If the assistant ever types a number that didn't come from your store, the chat asks the shopper to check the card, and the conversation is flagged for you.
- It never places orders, takes payments, gives refunds or changes accounts. It can show an Add to cart button; the product is added only when the shopper taps it. Checkout happens on your normal checkout page.
- Order details are private. A signed-in shopper sees only their own orders. A guest must give the order number and enter a one-time code sent to the order's email or phone.
- It says it is an AI assistant, admits when it doesn't know, and offers your team instead of guessing.
- On a store that sells only its own products it never mentions sellers. If your store doesn't charge GST, it never mentions GST.
Setting it up
Open Marketing → Artificial intelligence → Shopper assistant and work through the Ready to go live? checklist:
- Store knowledge indexed — click Re-index once. The assistant learns your products, pages, policies and FAQs; later changes are picked up automatically.
- Policies filled in — publish your shipping, returns and other policy pages and set up your payment methods. The checklist names anything missing.
- Hand-off contact set — add a WhatsApp number, support email or phone for shoppers who want a person.
Then try it in the Test console before shoppers do. The assistant's button appears in the corner of your store's pages.
Settings
| Setting | What it does |
|---|---|
| Assistant name, Avatar image URL, Greeting | What shoppers see when they open the chat. Click Upload next to the avatar to add a square photo from your computer. |
| Tone | Friendly or Formal. |
| Languages | The assistant replies in the shopper's language when it is one of these, otherwise in English. |
| Show the assistant on | Product pages, Cart, Orders, Help and contact pages. |
| What the assistant may do | Switch off anything you don't want, for example order tracking. |
| Hand-off to your team | WhatsApp, email and phone shown to shoppers, and whether they may create a support ticket (they choose whether to attach the chat). |
| Blocked topics | Subjects it politely declines, offering your team instead. |
| Custom instructions | Up to 1,000 characters of notes, e.g. "Mention free gift wrapping on orders above ₹999". Text that tries to change its safety rules is refused. |
| Quick replies | One-tap buttons under the greeting, such as "Track my order". |
| Keep conversations for (days) | Older conversations are deleted. Default 90. |
Chat button and window
The Chat button & window card changes how the assistant looks on your store. Leave a field empty to keep the standard look.
| Setting | What it does |
|---|---|
| Chat button | Chat icon (the round chat bubble in your store colour) or Assistant photo (the photo in a circle; needs a photo). |
| Show online status | A green dot on the chat button and "Online" under the assistant's name. |
| Button height from bottom (px) | Moves the chat button up, from 8 to 400. On phones it still moves up on its own to clear your bottom menu and buy bar. |
| Chat window width (px) / Chat window height (px) | The size of the open chat: width 300 to 1200, height 360 to 1200. |
The chat window never grows bigger than the screen: on a computer it keeps a margin from the edges, and on phones it always opens full screen. After you save, shoppers can take up to 5 minutes to see the change.
FAQs
Add the questions shoppers ask most, with your answer. The assistant uses them as written. Keep prices and dates out of answers — it takes those from your catalogue. The Results page lists questions it couldn't answer, each with Add as FAQ.
Test console
Chat as a Guest or a Signed-in shopper and see each step the assistant takes. Test chats never appear in your conversations or results.
Conversations and Results
- Conversations — every shopper chat, newest first, with filters for Handed off, Thumbs down, Led to cart and Flagged numbers. Names, emails, phone numbers and addresses are masked. Export CSV downloads them.
- Results — conversations, resolved without hand-off, hand-offs, add-to-carts, orders placed after an add-to-cart from the chat, thumbs-up rate, top questions and unanswered questions.
When the assistant is busy
The AI service is shared by all stores. When it is busy, shoppers see a short "busy, try again" note with links to search and support; the rest of the page works normally. A slow reply shows "Still looking…" after 6 seconds; if nothing arrives for 25 seconds (or a minute in total), it stops and offers search and your contact options.
There is a monthly AI usage allowance per store, shown as AI use this month on the settings page. If it runs out, AI answers pause until the date shown.
Related
- CartWhizz AI Assistant (dashboard) — the assistant for you and your sellers.