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, Greeting | What shoppers see when they open the chat. |
| 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. |
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.