What the seller can do
What the AI Seller does and does not do in a conversation: answering, showing products, taking orders, checking receipts, quoting shipping, handing off to a person, languages and channels.
On this page
Your seller follows the instructions you give it for each stage of the sale.
What it does
| It can | Using |
|---|---|
| Answer your customers' questions | Your Frequently asked questions and each product's Seller help |
| Find and recommend products | Your Products catalog |
| Send photos and videos of your products | Each product's photos and videos |
| Send links, files and your catalog | Your greeting, Flows and Rules and your Visual catalog |
| Share your promotions | Your active Promotions, with their terms |
| Give your WhatsApp and social media | Your connected channels and My business |
| Listen to voice notes and see photos | What the customer sends you |
| Put the order together and record it | Your Orders |
| Quote shipping | Your Shipping & timing |
| Explain how to pay | Your Payment methods |
| Send a payment link | Mercado Pago, if you connect it and turn it on |
| Check the payment receipt | The image the customer sends |
| Hand the conversation to your team | Your Handoff situations |
Payment receipts
Your seller takes as proof of payment an image recognized as a payment receipt, such as a bank transfer or a payment app receipt. A product photo, a screenshot of your catalog, an ID document or a photo of a courier office does not count as payment. If the receipt is missing, the seller asks the customer for it and does not mark the order as paid. If it cannot read a real receipt, it asks the customer to send it again. If an image cannot be classified, it is accepted as before: check it in the order's Payment receipts.
Shipping
Your seller tells the customer the delivery zones, options and costs you set up in Shipping & timing, and adds shipping to the order. If shipping is Charged by the courier, it tells the customer it is paid directly to the courier and does not add it.
Links, files and catalog
Your seller sends the links, photos, videos, audio and files you added to your greeting, to the stages of Flows and Rules, to your Visual catalog and to your FAQs. Links arrive complete and exactly as you wrote them, and the seller chooses when in the conversation to send them.
Your WhatsApp and social media
When a customer asks for your number or about your social media, your seller answers with your store's details. It gives the channels you connected first (Instagram, TikTok, your Facebook page on Messenger and Telegram), then the networks you added in My business, without links; depending on how your WhatsApp is connected, it also gives your number. These details are updated every time you publish. It does not give your WhatsApp number as a number to pay to: for that it uses your payment methods.
Handing the conversation to a person
When a customer needs a person, your seller flags the conversation in your conversations so you can take over and, depending on your settings, pauses or keeps replying until someone on your team steps in. If you set up alert emails, it also writes to you.
In Handoff situations you define the cases in which the seller passes the conversation to a person. You write them or pick a suggested one: Payment issue, Out of stock, Return, Serious complaint or Product not found.
Languages and channels
Your seller replies in your country's language, and switches to the customer's language when they write in another one; fixed messages, such as the payment one or the one handing the chat to you, stay in your country's language.
Your seller answers on all your channels with the same setup: the same catalog, the same prices and the same way of selling. Each channel is connected on its own (TikTok, Telegram and Web chat, if you see them in Channels), but you do not set up your seller again: the one you already have answers there too.
When a customer writes to you on WhatsApp from a Meta ad, your seller reads the ad’s title and text, recognizes the product and offers it exactly as it is in your catalog. For that, name the product in the ad’s title or text: a number or an internal code does not tell it which one it is. It only cannot do it if the message arrives without content.
What it does not do
Your seller answers with what you have loaded: your catalog, your FAQs, your active promotions and its configuration. Before showing a product to the customer it confirms its price and whether it is available, and it only offers the promotions you have active, with their terms. What is not loaded, your seller does not know: add it so it can answer.
| It does not | Instead |
|---|---|
| Give prices, stock or promotions you have not loaded | It uses your catalog and your active promotions |
| Write to a customer first | You turn on Reminders or Campaigns |
| Send WhatsApp buttons or interactive lists | It offers the options as a written list |
| Reply freely once the window has closed | It replies when the customer writes again |
| Answer messages that arrived during a pause | The customer has to write again |
Your seller replies when the customer writes: it does not start conversations on its own. The only messages that go out without the customer writing are the ones you turn on: Reminders, to customers who stopped replying, and Campaigns sends and automations on WhatsApp, with Meta-approved message templates.
Your seller handles one-to-one chats with your customers: it does not reply inside WhatsApp groups. If you share your number in a group, customers who message you privately do get a reply.
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