Widget for an internet store
Use the Internet Store preset for concise, practical shopper support. It becomes useful only when its actions are connected to real answers.
Recommended starting configuration
Choose the Internet Store preset. Keep the welcome compact and offer clear ways to ask about a product, an order, delivery or payment. Enable an order-number or contact field only where the next step needs it.
Product, order and delivery actions
Create quick actions for product choice, order status, delivery and payment. Each action sends text to the conversation. Configure reactions that interpret that text and return the right next step; actions alone do not look up an order or product.
Order number and customer identity
An order number is reference data, not authorization. Do not use it alone to expose an order's private details or to identify a customer. Contact values and order numbers collected by the widget enrich only the current visitor and do not verify identity.
Offline flow
Explain when a reply is expected and let a shopper leave a question and suitable contact details. A working-hours schedule is not evidence that an operator is currently present.
Connect real order data
Order lookup needs reactions plus a collection or an integration that can safely retrieve the relevant data. Design the reaction to ask for only the needed details, validate the result, and hand unclear cases to an operator. Do not imply that entering an order number grants access.
Test it as a shopper
Test every action in a private browser window: product question, order number, delivery, payment and offline message. Confirm the expected reaction, safe handling of unknown orders and the operator handoff path.
Security checklist
- Never ask for payment-card data, including card number, expiry date, CVV or card PIN.
- Treat an order number as unverified reference data, not a login.
- Keep contact fields proportionate to the request and explain the offline follow-up.
- Verify that reactions and connected data sources reveal only what the visitor is authorized to receive.