Settle “do you have this in the shop?” before someone makes the trip
People open a store website to decide whether to come in today. They want hours, the address, whether that color is something the shop carries, whether a size can be swapped, and whether they can pay with more than a card. A lot of those answers are already written down. They are just not next to the product photo.
WebsiteChat replies from the public store pages you connect, and from text-selectable PDFs on plans that include them. It does not see the register, and it is not connected to a stock system.
Where the shop floor and the website disagree
The repeat is not “support is slow.” It is that the sentence someone needs before they leave the house sits on a different page from the product. This is a store-plus-website job, not an online checkout.
Hours and closed days split across pages
The homepage says 11:00. The store list says public holidays are closed. Visitors call because they do not know which line to trust.
Color and size are on the site; today’s stock is not
A beige photo does not mean that branch has it this afternoon. If the page says availability varies by store, the chat has to say that, not guess.
Exchange windows hide under the policy
How many days, whether a receipt is required, and whether sale items are excluded get explained again at the counter.
Holds and payment methods stay on the phone
Even without a booking page, “ask the shop to hold it” is useful if that is what you published. Unlisted payment methods should not be added in the reply.
What people type before they walk in
These are floor questions, not cart questions. The chat is not looking at the shelf.
- Do you have this item in the store?
- Can I exchange it for a different size?
- How many days do I have to return it?
- Can the shop hold it for me?
- Can I pay with something other than a credit card?
- What time do you close today?
- Which location carries this color?
- Can sale items be exchanged for another size?
Put the floor answers next to the page they opened
The point is fewer repeats of hours, location, exchanges, and payment before someone visits. Staff still handle the till.
Read the store pages and the product pages
A public URL brings in hours, address, access, colors, sizes, payment notes, and campaign pages. A private stock sheet or the register screen is not included.
When the exchange rules live only in a PDF
On eligible plans you can add a returns PDF if the text can be selected. A scan that is only an image is a weak source. If the same window is already in an FAQ, the page is enough.
Answer inside what you published
“Beige is one of the colors” or “14 days from purchase” can come back when that sentence exists. Today’s unit count does not, unless you published the number.
Send holds and visits to the shop
If the site lists a phone number, a contact form, or a visit note, the conversation can point there. The chat does not reserve the item or lock stock.
Stock and the till stay with the store
Helping someone decide to visit is separate from confirming the sale.
- Do not say an item is in stock because another page shows a photo of it
- Do not promise a discount, points, or a transfer from another branch that the site does not describe
- Leave fit and measurements to staff in the shop
- Do not widen a campaign beyond the stores named on the campaign page
Calls that drop off before someone visits
Each one is a go-or-stay decision. The purchase still happens in the shop, or on a separate online store if you have one.
A Saturday trip that depends on closing time
Someone checks a product, then asks whether the branch near the station is open after 6. The reply uses the store page for that branch, including the holiday note if it is there.
A size swap after a gift
The visitor has the item and wants the exchange window and whether sale colors are excluded. The policy page answers. The chat does not start a return.
Holding a color before they commute
If you wrote that holds are requested by phone, that is the next step. The widget does not tell the stockroom to set anything aside.
Paying with cash or a transit card
Only methods named on the site are listed. If the page is silent, the reply says to confirm in the shop.
Point it at the store site, then ask like a shopper
Use the pages a visitor would open on the way to the store. Skip anything that is not public.
- 01
Create the site
Add the retail site in WebsiteChat and keep the shop name visitors will see on the widget.
- 02
Crawl the public pages
Include store info, product pages, payment, and campaign notes. Leave staff-only stock tools out.
- 03
Add a policy PDF only if you need it
Upload a text-selectable exchange or returns PDF when that rule is not already on a page.
- 04
Set the widget
Write a short greeting about visits, hours, and product questions, not about completing an online order.
- 05
Install it
Place the snippet on the store site, including product pages if that is where people hesitate.
- 06
Test shopper questions
Ask about a color, a size exchange, closing time, and a hold. Confirm it refuses a live stock count.
A short exchange about a size, not a checkout
The sample stays inside a published policy. It does not claim the shelf has the size.
Can I exchange this for another size, and can you hold the beige one?
The returns page says size exchanges are accepted within 14 days with the receipt. Sale items are excluded. Holds are not taken on the site — the store page asks you to call the shop.
Store contact
Retail is not the same job as an online store
Repeated hours, payment, and exchange questions sit with customer support. The source is still the page, not a call log.
When the rule is already in a policy or FAQ, FAQ handling is the closer match than a product quiz.
Helping someone choose a color or a size you have described is closer to AI sales than to checkout.
If the catalog is bought entirely online, use the ecommerce page. This one is for shops people visit.
What the product reads is covered in the website chatbot overview. Install steps are in the guide.