Connect WooCommerce

You need the public store URL and WooCommerce REST API consumer credentials with the access shown by the setup guide.

Catalog settings

When Product recommendations is on, two optional settings control what the agent can suggest:

• Product categories. A comma-separated list that restricts recommendations to specific categories. Enter category slugs (like shoes) or category names (like Shoes); both work, and matching ignores capitalization. Leave it empty to recommend from every published category.
• Include draft products. Off by default. When enabled, unpublished draft products can also appear in recommendations, which is useful for stores that stage upcoming products as drafts.

Product recommendations work in the website chat, WhatsApp, Instagram, Messenger, Slack, and Discord. The assistant searches WooCommerce when the shopper asks and bases its reply on that current result. The website chat shows product cards below the answer; the other apps include the product names, prices, availability, and links in the reply.

Catalog troubleshooting

• The agent recommends products outside my chosen categories. Check the spelling of each entry against your store's category names or slugs. If none of the entries match an existing category, the filter is skipped and the agent searches the whole catalog rather than returning nothing.
• A shopper asked for in-stock items and still saw a sold-out product. Stock filtering applies when the shopper's request clearly asks for availability. Make sure the product's stock status is up to date in WooCommerce.
• A recommended draft product's link does not open. Draft products are not publicly visible on your storefront, so their links only work for logged-in store staff. Keep Include draft products off unless you are staging products you plan to publish soon.
• Product recommendations do not appear. Confirm Product recommendations is enabled and the WooCommerce connection is active. If the store URL or credentials changed, reconnect and test again.
• WhatsApp, Instagram, Messenger, Slack, or Discord shows no product cards. That is expected. Cards appear in the website chat; other apps put the current product details and links in the written reply.
• A price or stock status changed while the shopper was chatting. Ask again to run a fresh catalog search. The assistant uses the current WooCommerce result for each search and does not guess missing price or availability details.

Order lookup settings

Order lookup is a natural conversation everywhere your agent replies: the website chat, WhatsApp, Instagram, Messenger, Slack, and Discord. There is no form to fill in. The shopper shares the order number and checkout email in the conversation, and the assistant asks for whichever detail is still missing before answering in plain language with the status, items, tracking, and delivery estimate.

When an order supplies more than one public tracking link, the assistant prefers the courier's own tracking page over links from tracking apps or aggregators. It checks that page for newer shipment updates, summarizes useful updates, and shares the direct courier link when one is available. This works with any courier link included in the order; it is not limited to a fixed list of carriers. If the preferred page is unavailable or responds too slowly, the assistant tries another supplied link and the lookup still succeeds with the WooCommerce order details.

Order numbers are matched flexibly. If your store adds a prefix or suffix to order numbers, the number part on its own is enough, and a leading # is optional.

Answers cover every product on the order, not just the first few, and the assistant states how many products the order contains. Each item also carries the option the shopper chose (such as size or colour) and its item code, so an order with several lines of the same product stays distinguishable. When a product was bought more than once it can also give the total number of units, so "how many items did I order" matches what the shopper sees on their order confirmation. Orders with more than 50 different products are listed up to the first 50: the assistant says the list is partial, still gives the correct product count, and offers to connect the shopper with your team for the rest. It never guesses at products it cannot see.

When Order lookup is on, an Order lookup section appears on the WooCommerce settings page with optional tuning:

• Order lookup by email. Off by default. When enabled, a shopper who only has their checkout email can list their most recent orders without an order number. Because an email alone is weaker proof of ownership, these answers never include street addresses, the customer name, order notes, or personal details found on a tracking page; the shopper still sees shipment updates, status, items, totals, tracking, and delivery estimates. Full details still require the order number plus the matching email.
• Order number example. An example of your store's order numbers, such as #1001 or a prefixed format like SO-12345. The assistant uses it to recognize order numbers written in chat and mentions it when asking a shopper for their order number, so they know what to look for.
• Lookup instructions. Free-form guidance the assistant follows when sharing order status, for example "Always mention that orders ship from our EU warehouse."

All of these are optional; order lookup works without them.

Order lookup troubleshooting

• A shopper gave only their email and was still asked for an order number. Order lookup by email is off by default; turn it on in the WooCommerce settings if you want email-only lookups.
• An email-only lookup found nothing, but the order exists. The email must exactly match the billing email on the order. Ask the shopper to use the email from their order confirmation, or to provide the order number instead.
• An email-only answer is missing the delivery address. That is intentional: addresses, names, and order notes are never shown for email-only lookups. The shopper can verify with the order number plus their email to get full details.
• An email-only lookup listed fewer orders than expected. Delivered, cancelled, and refunded orders are left out by default so the answer focuses on orders still on the way. A shopper who asks to see all or past orders gets the full list.
• The assistant says it can only see part of an order. The order has more than 50 different products. The shopper is told the list is partial, with the correct product count, instead of being given a number that is too low. Share the remaining items with them directly.
• A shopper was given a lower item count than their order confirmation shows. Check whether they are counting units rather than products: an order with 3 products bought twice each is 3 products and 6 units, and the assistant can state either.
• No order form appears. That is expected on every channel, including the website chat. The shopper can type the order number and checkout email together or provide them in separate messages.
• The tracking page opens, but its newest update is missing from the reply. Some tracking websites block automated checks or take too long to respond. The shopper can still use the tracking link included in the answer.

Delivery estimates

After a shopper verifies their order, the assistant can answer "when will it arrive?" with an estimated date window computed from your store's shipping policy: your per-method delivery timeframes and processing time, counted in business days. Orders that already carry an estimated delivery date (for example from a shipment tracking plugin) keep that date. To enable estimates, fill in the delivery timeframe for each shipping method and your processing time under your store policies, using a number or range of days such as "3-5 business days". The assistant presents every date as an estimate, never a guarantee, and shares status without a date when no timeframe matches the order's shipping method.

If the store URL or keys change, reconnect and repeat both tests. Disconnect when the store should no longer be available to this agent.