E-commerce chatbot template — product questions, orders, and returns

The e-commerce chatbot template is a ready-made baseline that automatically answers product, order, and return questions. The bot learns from your catalog and works natively on Shopify, WooCommerce, and other e-commerce platforms. Suits both new stores and established sellers looking to cut time spent on routine inquiries.

This chatbot template is designed specifically for e-commerce. The template includes a ready-made Finnish system prompt, sample conversations for the most common questions (delivery times, order status, returns, sizes, materials), and a structure for how to organize your knowledge base. Research shows around 70% of e-commerce customer service questions are repetitive — this template handles them automatically 24/7, including evenings and weekends when your reps aren't online. Drift research shows chatbot install lifts e-commerce conversion by 20–40% because customers get instant answers at the moment of purchase.

Use this template when:

• You run an e-commerce store with 50+ customer questions per month
• Over 30% of traffic happens evenings or weekends
• You regularly get the same questions about delivery, returns, or products
• You want to lift conversion by helping customers at the moment of purchase

Bot configuration

You are a friendly e-commerce assistant who answers customer questions about products, orders, and returns. Use short, clear responses in the customer's language. For personal order queries, ask for an order number or email. If you can't answer, route the customer to customer service via email. Never invent products or prices — only use information from the knowledge base.