E-Commerce FAQ Templates

Conviro includes pre-built Flow Builder templates and knowledge base snippets designed specifically for e-commerce businesses. These templates handle the most common customer questions out of the box.

Available Templates

1. Order Tracking

Trigger: Customer asks "Where is my order?" or provides an order number.

Flow:

1. Bot asks for order number (if not provided).
2. Bot queries your e-commerce platform (WooCommerce/Shopify) via API.
3. Bot returns: order status, tracking number, carrier link, estimated delivery.
4. If order not found: bot asks to double-check the order number or offers to connect with an agent.

2. Returns & Refunds

Trigger: Customer mentions "return", "refund", "exchange", or "money back".

Flow:

1. Bot explains your return policy (pulled from knowledge base).
2. Bot asks for the order number and reason for return.
3. Bot creates a support ticket with the details.
4. Bot provides the return shipping address or next steps.
5. If the request is complex: handoff to a human agent.

3. Shipping Information

Trigger: Customer asks about shipping times, costs, or methods.

Flow:

1. Bot checks the customer's location (from context or asks).
2. Bot provides shipping options and estimated delivery times:

• Standard (5-7 business days)
• Express (2-3 business days)
• Same-day (where available)

1. Bot shares shipping costs or free shipping thresholds.
2. Bot offers to check a specific order's shipping status.

4. Payment Questions

Trigger: Customer asks about payment methods, failed payments, or invoices.

Flow:

1. Bot lists accepted payment methods (credit card, PayPal, bank transfer, etc.).
2. For failed payments: bot guides through common fixes (check card details, try another method, contact bank).
3. For invoice requests: bot collects email and order number, triggers invoice email.
4. For refund status: bot checks order status and provides update.

5. Product Availability

Trigger: Customer asks "Do you have X in stock?" or "Is X available in size Y?"

Flow:

1. Bot searches the product catalog.
2. If in stock: provides details, price, and a link.
3. If out of stock: offers alternatives or a back-in-stock notification signup.
4. If the product does not exist: suggests similar products.

How to Use Templates

1. Navigate to Dashboard -> Flows -> New Flow.
2. Click Use Template.
3. Browse the E-Commerce category.
4. Select a template and click Use This Template.
5. Customize the messages, API endpoints, and branching logic for your store.
6. Test in preview mode.
7. Publish.

Customizing Templates

Each template is fully editable:

• Change the tone -- make it formal, casual, or fun
• Add your brand name -- replace placeholders with your company name
• Adjust policies -- update return windows, shipping times, etc.
• Add extra branches -- handle edge cases specific to your business

Tips

• Start with the Order Tracking template -- it handles the #1 e-commerce support question and has the highest impact.
• Combine templates: e.g. Order Tracking + Returns in a single flow with intent-based routing.
• Add your actual return policy and shipping rates to the knowledge base so the AI can answer nuanced follow-up questions.
• Review template performance in Analytics after 1-2 weeks and refine based on real conversations.