AI sales and support.
Four ways to connect.
Website chat, WhatsApp, Instagram, and Messenger: different places to start a conversation, with one shared foundation of brand knowledge.
Explore the interactive product walkthroughStart with the customer’s question.
A customer does not organize their needs around your software stack. They may need help choosing a product, understanding a policy, or reaching someone about a specific issue. An AI sales and support agent should make those next steps clearer across the channels you connect.
This guide explains where each channel fits and what knowledge to prepare. It describes the Conqur AI Sales & Support Agent—not the separate Adaptive Storefronts product.
On-site AI chat
A shopper on a product page is already considering what to buy. An on-site chat widget lets them ask about product details, variants, fit, or store policies without leaving your storefront. For a DTC brand, this makes the conversation part of the buying experience rather than a separate support destination.
A useful conversation
Help a shopper understand whether a product meets their needs. Answer from the catalog and relevant FAQs; if the question needs a person, provide a human handoff instead of a dead end.
What to prepare
Accurate product descriptions, variant information, and answers to your most common pre-purchase questions.
AI sales and support on WhatsApp
Customers may choose WhatsApp because they already use it to speak with people and businesses. The product’s brand knowledge should stay consistent with what a shopper would hear on your website. Conqur brings the same AI brain to the connected WhatsApp channel, with a route to your team when an individual request needs attention.
A useful conversation
Explain a product detail or an existing store policy in the conversation. For a request that needs judgment or investigation, bring the conversation into the human ticketing workflow.
What to prepare
Your brand’s WhatsApp connection, current policy information, and a team workflow for customer requests that should not be handled entirely by AI.
AI replies for Instagram DMs and comments
Instagram can be where a shopper first becomes interested in your brand. Product questions can arrive in a DM or in a public comment. Conqur uses the same AI and brand knowledge to reply in DMs and automatically reply to public comments, so both surfaces draw from the same knowledge foundation.
A useful conversation
Answer public product or policy questions in the comment thread, alongside existing DM support. For a customer-specific issue, invite the shopper to contact the brand privately without posting order or contact details publicly. A public reply does not automatically send the shopper a DM.
What to prepare
Clear product information, approved FAQs, and guidance for what belongs in a public response. Verify supported Instagram content types and account setup in your implementation. Do not assume comment moderation, automatic comment-to-DM messaging, or identity matching between a comment, DM, and order.
AI support on Facebook Messenger
Facebook Messenger gives customers another way to contact the brand. The channel can host both pre-purchase questions and support conversations. The important distinction is not whether the message counts as sales or support, but whether the customer can get an accurate answer and a clear next step.
A useful conversation
Help with product and policy questions, then carry the conversation into a ticket when a customer asks for a person. Keep the human response connected to the context already provided.
What to prepare
The channel connection, your shared knowledge base, and clear responsibilities for the team taking over tickets.
A handoff should not be a start-over.
When a shopper asks for a person, they confirm their contact details. The AI pauses and the conversation becomes a ticket your team can review. Your team can use the earlier context, add internal notes, and work toward a resolution.
See the human handoff workflowOne brain does not mean one automatically merged identity.
Shared brand knowledge means the connected channels draw from the same product information, policies, and FAQs. It does not, by itself, mean a customer’s identity or conversation history is automatically matched between apps. Verify any customer-specific access or order-lookup requirements in your implementation.
Before you connect a channel
- Check that product details and policies are current.
- Decide which questions should be answered by your team.
- Test both a buying question and a support question.
- Walk through contact confirmation and human handoff.
Start with the conversations your shoppers already have. A useful answer is more valuable than adding a channel without the knowledge or team workflow to support it.
See how it fits your brand.
Walk through product questions, support answers, and human handoff with the Conqur team.
Book a product demo