AI Chat for Your WooCommerce Store: Answer Shipping, Returns and Product Questions
Shoppers ask a WooCommerce store the same things before they buy: how long does delivery take, can I return this, do you ship to my country, what is this made of, is there a size guide. The answers are usually already on your shipping, returns and product pages, but people do not go looking. An AI chat that reads your own store pages answers in plain words, shows which page each answer came from and says so when your pages do not cover the question. This guide is about what the chat should answer and how to keep it accurate. For the installation steps, see the WooCommerce setup. It answers questions only; it does not take orders or payments.
Step 1: List the questions shoppers ask before they buy
Open your inbox, contact form messages and order notes for the last few months and write down the questions you answer most. Typical ones are delivery times, shipping to other countries, return and refund rules, sizing, materials, care instructions, stock and how to track an order. Write each in the shopper's words. Sort them into questions with a stable answer, which suit a chatbot, and questions about one particular order, which need a person.
Step 2: Make sure your pages answer them in plain text
The chat can only answer from what it can read. Check that your delivery, returns, FAQ and product pages say the answer in plain text, and that product details such as sizes and materials are not only inside images. If your policy lives in a PDF or Word document, add it as a file. Pages behind a login cannot be read. Each answer comes with a numbered source next to the sentence, so a shopper can open the page behind it, and by default the chat answers only from the sources you added.
Step 3: Write exact answers for shipping and returns
Some answers must never vary: return windows, who pays return shipping, delivery times to each country. For these, write a saved answer on the Knowledge page. Add the question the way a shopper would ask it, add up to five other ways of asking it, write the answer and choose "Reply with this answer exactly". A saved answer is live as soon as you save it, without waiting for a sync. For product questions, let the chat answer from your product pages and cite them.
Step 4: Test it with questions your pages do not cover
Open the live test and ask the questions shoppers ask, one at a time, in the chat design you picked. Include a product or policy your store never mentions: the chat should say it does not know and offer the next step you chose, instead of guessing. If an answer is not what you expected, that usually points to missing or unclear content on your site. Fix the page, let the chat read it again, and ask once more.
Step 5: Decide what happens when it cannot help, and review what shoppers ask
Choose what the chat does when it cannot answer: it can show a contact form, which needs an email, so you can reply later. Human handoff is off until you turn it on for an agent; with it on, a shopper can ask for a person within the opening hours you set and while someone on your team is online. OneType re-reads your website on a schedule and updates only what changed, so answers follow your pages when your policies or products change. After a week, open the questions the chat could not answer. They are grouped by meaning, with a count, so you can see what to add to a page or turn into a saved answer.
Try it on your store
See the WooCommerce setup, learn how saved answers keep key facts exact, or start free.