AI customer service agent for your online store
A chat window on your site and an agent on your business WhatsApp answer the repeated questions about products, shipping and returns, using what your business wrote.
In short
StoreChart's AI customer service agent answers customers on two channels: a chat window on your website and your business WhatsApp number. Each one answers from its own knowledge, built from your site, your rules and, on WhatsApp, answers from past chats that you approved. When it has no answer, it points to your team instead of guessing.
Two agents, one customer service routine
Website chat and WhatsApp, each answering from your own information
- A chat window on your site answers visitors about products, shipping and returns, and links to the product page
- An agent on your business WhatsApp number answers customers inside the shared inbox your team already uses
- Both answer from what your business wrote, and neither makes up an answer when the information is missing
- Questions about a specific order or live stock go to your team, and the WhatsApp agent steps aside when a team member writes
AI customer service features
What each channel does, and where your team stays in charge
Set up AI customer service in 3 steps
From your content to two working agents
Scan your site for the website chat. For the WhatsApp agent, add the scan, review answers taken from past chats, and add content of your own.
Set the chat window look, greeting and rules. For WhatsApp, choose the mode, how closely the agent sticks to the knowledge, and what it does when it has no answer.
Paste one line of code on your site and switch the WhatsApp agent on. Read the conversations each week and add what was missing.
AI customer service for online stores
Two channels, two agents
Visitors and customers reach a store in different places, so StoreChart has one agent for each.
- Website chat: a window in the corner of your site that answers visitors while they browse. It points to your WhatsApp or phone when it has no answer.
- WhatsApp agent: answers customers who write to your business number, inside the shared inbox where your team already works.
- Separate knowledge: each one has its own, so update an important policy in both places.
What the agents answer
They answer questions whose answer is written down and is the same for every customer:
- Policies: shipping times, return rules, warranty and payment methods.
- Products: details, sizes and materials taken from your site, with a link to the page on the website chat.
- Business details: opening hours, contact details and how to reach your team.
What goes to your team
Some questions need a person, and the agents are built to say so.
- A specific order: neither agent reads orders, so the WhatsApp agent explains the policy and passes the chat on.
- Live stock: the same.
- Money and complaints: refunds, compensation and anything sensitive stay with your team.
- A request for a person: the WhatsApp agent confirms that the chat is going to your team.
Example: a home goods store
Illustrative only.
- A visitor on a rug page asks if it can go in the washing machine. The website chat answers from the product description and links to the care page.
- The next day she writes on WhatsApp to ask where her order is.
- The WhatsApp agent explains the delivery times, says plainly that it has no access to her order, and passes the chat to the team.
- A team member checks the order beside the chat and replies in the same conversation.
How to start
- Scan your site and review what was found.
- Fill in the business profile, with your WhatsApp number first.
- Install the website chat and test it with the questions customers ask.
- Start the WhatsApp agent in supervised mode, where it stops when your team writes.
- Read the conversations each week and add the answers that were missing.
Who it's for and what's not included
- Good fit: a store where the same questions about shipping, returns and sizing arrive every day, and the answers are already written.
- Weaker fit: a contact centre that needs ticketing, automatic routing and response-time reports.
- Website chat: no live handoff to a team member and no stock check.
- WhatsApp agent: replies only within 24 hours of the customer's last message, and does not answer from your order system.
Works with your store
Frequently asked questions about AI customer service
Is this one agent or two?
Two separate tools. The website chat is in the Agent module and the WhatsApp AI agent is in Communication, each with its own knowledge and settings. You can use one or both, and a fix in one does not update the other.
Can the agent check where a customer's order is?
No. Neither agent reads orders or live stock. They answer from your policies, and the WhatsApp agent passes a question about one specific order to your team.
Can a customer reach a person?
On WhatsApp, yes. When a customer asks for a person, the agent confirms the chat is going to your team, and in supervised mode it stops once a team member writes. The website chat has no live handoff: it points visitors to your WhatsApp or phone.
Does it work in Hebrew, English and Arabic?
Yes. Both agents reply in the language the customer writes in, using the same knowledge for every language.
What happens when the answer is not in the knowledge?
The website chat says it does not have the information and links to your WhatsApp or phone. The WhatsApp agent follows your rule: it sends your fallback message, stays silent, or tries to answer anyway, and the question is saved as a knowledge gap.
Do I need a separate WhatsApp number for the agent?
No. The WhatsApp agent runs on the WhatsApp Business connection you already have in StoreChart. Meta's 24-hour rule still applies, so it replies only within 24 hours of the customer's last message.
Does it replace my support team?
No. It takes the questions whose answers are written down, such as shipping, returns and sizing. Your team keeps orders, refunds, complaints and anything that needs a decision.
Related capabilities
AI customer service for your store
Scan your site, connect WhatsApp and let the agents take the repeated questions