FAQ and AI log
The WhatsApp FAQ
Customers → WhatsApp Shop → FAQ holds the questions customers ask most — delivery, returns, payment, opening hours — with your answers. When a customer types one of an entry's keywords (as whole words: shipping in How much is shipping?) or asks something close to its question, the WhatsApp bot answers at once with your answer and its menu under it. A long answer is sent in up to three messages.
This FAQ is your store's one FAQ: the shopper assistant on your website uses the same questions (AI → Shopper assistant), and CartWhizz AI reads them when it answers in WhatsApp. The keywords are WhatsApp's own.
- Click New question.
- Write the Question the way customers ask it, and the Answer.
- Add Keywords, separated by commas, for example
shipping, delivery time, abroad. Without keywords the entry is still answered when a question is close enough to it. - Leave Answer this question on, and click Add question.
Good to know:
- The bot's own words come first: menu, cart, checkout, my orders and your menu button labels always do what they say.
- The FAQ is not used while the bot waits for an answer of its own (a product to search for, a quantity, an order number or email, an in-chat checkout step), so those answers are never mistaken for questions.
- Switching a question off keeps it here without the bot or the AI using it. Deleting it removes it from the shopper assistant too.
- On a vendor's own WhatsApp number the store's FAQ is not used.
The AI log
Customers → WhatsApp Shop → AI log lists every question CartWhizz AI was asked in a WhatsApp chat (when AI answers are on in WhatsApp Shop settings): the question, the AI's own answer, how sure it was, and whether it was sent (AI answered) or the bot's own answer went instead (Bot answered) with the reason — not sure enough, a failed safety check, too slow, a usage limit, or the AI being off. Filter by result, reason and dates, or search the questions; Open chat opens the conversation in the inbox.
Use it to see what customers ask and where the AI was unsure: a question that keeps falling back is a good new FAQ entry. Entries show the conversation, never the customer's phone number, and are deleted after your Data retention period, like the chat messages.
Your plan decides whether the FAQ and the AI log are available; if it does not include them, the page says so and links to the add-on.