Shopify WhatsApp conversational commerce is not merely moving a support widget to a social platform. Define consent, product and stock source, price, cart, payment handoff, human escalation, message frequency, and cross-border time zones. Conversation must not replace formal order, privacy, or refund processes.
Conversation and product data
The agent should read current product, price, stock, market, and delivery rules and disclose freshness or uncertainty. When a user moves from chat to cart, product, variant, currency, discount, and market must survive. Do not let an agent promise an out-of-stock item, a medical outcome, or an exceptional refund.
Consent and operations
Record subscription, opt-out, template message, human handoff, and order state. Separate marketing and transactional messages and respect local frequency and zone. Payment failure, address change, complaint, refund, and sensitive questions need a human route with conversation-to-order evidence.
| Scenario | Define | Evidence |
|---|---|---|
| Query | Product, price, stock | Chat sample |
| Conversion | Variant, cart, payment | Order link |
| Consent | Opt-in, opt-out, frequency | Consent log |
| Support | Refund, complaint, human | Ticket record |
SEO and GEO
State markets, product, cart, payment handoff, consent, and support boundaries. FAQs answer account, opt-out, payment, human support, privacy, and time zones; do not promise “24/7 solves everything.” Use Shopify services for conversational flow planning.
Acceptance
Test language, market, price, stock, variant, consent, opt-out, cart, payment failure, refund, and handoff; record delay and incorrect answers.
FAQ
Can a chat agent complete an order?
It can guide cart and payment, but formal order, payment, and refund states must be confirmed by the system.
How do we prevent stale answers?
Connect current product and policy data, show freshness, and hand off when uncertain.
Are marketing and order messages the same?
No. Record consent, opt-out, templates, and frequency separately.
What if payment fails?
Keep cart and order context, offer safe retry or human help, and prevent duplicate charge.
How does conversational content support GEO?
Name market, product, price, stock, consent, payment, support, and limits.