Collect questions
Group questions about variants, prices, delivery, payment and returns. Prioritize those that block a purchase.
Prepare approved answers
Use your product catalogue and delivery rules as the source. Review dates, coverage and who updates the information.
Separate orders and advice
Product advice and changing an existing order are different tasks. Do not announce a refund, stock reservation or order change without actual execution.
Keep a human route
Let a customer reach a person with the conversation context. Test unknown facts and exceptions as well as the easy questions.