Copy this conversation flow
This text can be copied and adapted. It is not a one-click imported bot or an automated connection to a booking, order or CRM service.
Visitor: Is this jacket waterproof? Assistant: The approved description says water-resistant; I cannot claim fully waterproof. Assistant: Which delivery region? I can explain the policy, while staff must confirm an estimate. Assistant: Please do not enter payment details here.
Prepare the knowledge behind the words
Explain the decision and policy using approved descriptions. Installing a widget on Shopify or WooCommerce does not establish access to orders or live inventory. Keep payment information out of chat and order-specific support in the authenticated route the store already uses. A policy answer should not be withheld behind a phone-number request.
Fields to consider for the enquiry
Remove any question that is not needed for the promised follow-up. Explain who will contact the visitor and let them decline without losing access to ordinary information.
- Product or category?
- Which specification matters?
- Shopping or existing-order support?
- Delivery region?
- May the store follow up?
Branch rules to write down
- If the visitor asks a supported factual question, answer before requesting contact.
- If essential information is missing, ask one clear question at a time.
- If the visitor declines contact, acknowledge the choice and offer the public information route.
- If the request needs approval, label it as a request and explain who confirms it.
- If knowledge is missing, say so and offer the appropriate team contact.
Acceptance checks before you use the template
Test a sold-out product, an out-of-policy refund and another person order. The assistant should neither promise stock nor reveal account information. Approved checkout links must remain on the store domain.
Read the resulting enquiry from the perspective of the person replying. Does it show the latest requirement and the promised next step? Test on a narrow phone screen and check that a person can close the widget and use the alternative contact route.
Maintain the flow when your business changes
Review the approved knowledge after a policy, service or schedule change. Keep one current version of the template and remove contradictory examples. Record the purpose of each question so future edits do not turn a short request into unnecessary data collection.