Customers do not need exact wording. These are the words and phrases it understands out of the box, before a shop adds any of its own. A shop that offers more languages gets the same in every one: customers write in their own language and the replies come back in it.
Type what a customer might say and see which of these it would match.
Sends the tap-to-choose menu.
Sends your catalogue, or the product list, whichever you chose as the default.
Shows what is on your shelves.
Finds products by name or SKU.
Suggests products from their descriptions, or hands it to your team, as you choose below.
Suggests only products priced within the amount they name. If nothing fits, it says so and offers a person or your catalogue.
Lists your lowest or highest priced products that can be bought, with prices, ready to order. A kind of product or a budget narrows it.
When the products shown are not right, asks what they want instead and offers your catalogue or a person.
A defect, damage, a wrong or missing item, a return or a complaint. Names their latest paid order, asks for a photo and hands the chat to your team.
Hands the chat to your team and tells the customer not to pay again until you confirm, so nobody is charged twice.
Says what was refunded and when, if it was. Otherwise passes the question to your team. It never promises a refund.
Turns a typed list into a quote. Products with options, or several matches, are asked about first.
Shows the status, courier and tracking number. When a rider is on the way and live location is on, it adds the map to follow them.
Sends the receipt PDF for a paid order.
Cancels the order they are in the middle of, or ends the question they were asked.
Starts cancelling an order that was already placed. A paid order is only cancelled if you allow it.
Drops the current order so they can begin another.
Shows the next page of a product list.
Takes a customer back into an order or quote they did not finish. One goes straight back in; several are listed to choose from.
Offers your services (a fitting, a hall, a car, an event, with their photos), then the free days and times, and books one (asking for payment first when the service needs it). Only when you take bookings and have at least one service. Add your own words in Appointments > Availability.
Reads the day, the time, how many people and a budget, finds your service by its name and description, and skips the steps already answered. A day or time typed in the middle of a booking works like a tap. The examples assume a shop with a hall and a Hiace bus.
Lists their coming bookings, with buttons to move one to another free time or cancel it, as far ahead as you allow.
In a chat with no number (store chat, Telegram, Instagram), after giving a name and number for a known account: goes back to type them again instead of waiting for a code. What they were buying or booking waits.
During checkout, skips an optional extra step (a name to print, gift wrap). A required one is asked again, with what to fix.
A sold out answer has a Tell me when back button. The customer gets one message when it is in stock again.
Starts changing the delivery address saved on their account.
Asks for the code, or applies one given directly, while they are paying. Only offered when you have a usable coupon.
Lists your public, currently usable coupons with what each gives and its minimum spend or expiry. It lists them only when Let customers see available coupons is switched on, and only ever shows a coupon you marked Show to customers; otherwise it says there are no public codes right now.
Confirms with them, then asks you to approve before their chats and profile are erased.
Confirms with them, then sends a document with everything held about them.
Sends a copy of their conversation with you, which the copy of their data leaves out on purpose.
The plain-language ways of asking for someone, alongside the Talk to button. Also matches Talk to plus your own business name.
Hands the chat to you the moment a customer taps the Talk to button, which carries your business name or the short name you set under Hand over to your team, or writes one of your own words there.
A picture or PDF with one of these words as its caption is taken as the receipt for a bank transfer order and goes to your team. The words on their own get a request for the picture.
Answers from your own shop: whether a product is in stock (option by option, including a size or colour they name), delivery fees from your shipping rates, opening hours, and the ways to pay (before you set one up, that how to pay comes with the order). How long delivery takes goes to you, or shows the tracking status if an order is on its way. Anything you taught under Questions and answers wins first.
Shows the languages you offer, or switches to the one they name once they confirm. English is always there to go back to. Works when you offer a language besides English, and the menu then has a Change language row too.
Answers to the assistant's questions, and polite messages it answers or leaves alone.
For your team, not your customers. Link your own WhatsApp, Telegram, the shop's Instagram or its store chat from your profile, then send these. Your role decides what you can see and change.
Send the code from your profile to link a chat. After that, everything you send there is for running the shop; no starting word is needed.
Write in Pidgin, Yoruba, Hausa, Igbo, French or another language the shop offers; order numbers and names stay as you typed them. LANGUAGE chooses the one replies come in.
What is waiting, unpaid, or came in today, and one order in full.
Read back first, done after YES. A paid order is refunded before it is cancelled.
Give an order to a rider by name, or save the courier, tracking number and link. The customer is told.
Sales kept, paid orders and all orders for a day or a stretch.
See and change stock and prices, or add a product. A photo with the words as its caption becomes the product picture.
Find a customer by name or number, and see who is waiting for a person.
Each booking shows a short reference to use in the next message. The customer is told of a cancellation, a new time or a confirmation.
Sent back as a file you open in Excel or Google Sheets. With no dates it is this month.
Every change is read back before it happens. YES does it, NO leaves everything as it was, and after 10 minutes it is forgotten.
The free plan needs no card, and most merchants are set up in about five minutes.