In baby and kids the customer does not ask for a product name, they ask for an age: "is this formula OK at six months", "is it BPA-free", "which size for 68 cm". Behind the question is not curiosity but hesitation — and a hesitating parent does not finish the basket until an answer arrives. Most of these messages are written after the baby is asleep, which is to say during the hours the shop is closed. By the time anyone replies in the morning, the parent has bought elsewhere.
Suitable for how many months
- "Is this formula OK for a 6-month-old?"
- "Is it BPA-free, does it contain paraben?"
- "0–6 month size — will it fit 68 cm?"
- "How is the bottle sterilised?"
- "What's on the allergen list, does it have lactose?"
- "Do you take opened packs back, and when does it ship?"
When your day ends, the parent's begins
In this category the rhythm of the traffic does not follow shop hours. A parent's hands are only free to research once the baby is down; messages cluster towards midnight and sit unanswered until the next morning. Spending the night by the phone is not sustainable for a shop owner — but neither is opening an inbox with ten waiting questions.
The second burden is responsibility. Age suitability, materials, certification and allergens are sensitive questions; the parent gets that information not from the manufacturer but from the shop they are buying from, and it is the shop they hold behind the answer. So speed alone is not enough: it has to be clear where the answer came from.
When the night question does not wait for morning
- An age-suitability question that arrives at 01:00 does not wait for morning; the parent gets the answer while still looking at the product
- Age range, size and ingredient list are read from the product record — not from memory, and not guessed
- The agent makes no medical or safety claim; it does not state anything the record does not contain, and brings the conversation to you
- A conversation that touches an allergy or a health condition does not get lost: it becomes a request record and lands with your team
- You make the call: the limit of any advice and the exception on an opened pack both stay with you
What the agent closes in baby and kids
- Finds suitable products in the catalogue when a customer describes an age or a need
- Relays age range, size, ingredients, stock and price from the product record
- Answers sterilisation, use and safety notes from your knowledge base
- Explains shipping times and return terms from your knowledge base
- Opens a request record when a customer asks for a return; the record lands with your team and you make the decision
- Hands anything requiring medical advice to you
A conversation about age and ingredients
Wednesday, 01:20, WhatsApp.
Customer: I have a 6-month-old and I'm looking at follow-on milk. Do you have a lactose-free one?
Agent: There are two follow-on milks from 6 months in the catalogue: Organic Follow-on Milk 800 g (429 TL) and Lactose-Free Follow-on Milk 800 g (459 TL). The second is listed for 6–12 months with no lactose in the record. It's in stock.
Customer: Does it contain palm oil? I'm asking because there might be an allergy.
Agent: Palm oil is not listed in the Lactose-Free Follow-on Milk ingredients. If there is an allergy or a medical condition I can't give you a doctor's answer, but I can pass this to our team.
Customer: No need — I'll take the lactose-free one. Can an opened pack be returned?
Agent: Our return copy excludes opened formula and milk products. Unopened cartons can be returned within 14 days. Orders placed before 16:00 ship the same day.
Every answer rested on a record, the allergy question stopped at its line, and nobody was woken up.
Where age range and safety information come from
The agent does not search by keyword but by meaning, so a description like "BPA-free, wide-neck bottle, 6 months+" still reaches the right product. For that to work, the products have to be in the Giizo catalogue.
The catalogue is fed by hand in the panel or with Giizo's own Excel template.
Age charts, sterilisation notes, safety warnings and return copy go into the knowledge base, not the product record. The split is simple: the product itself lives in the catalogue; the rules and tables about the product live in the knowledge base.
A night-time order, a morning shipping question
Most post-sale traffic is a single question: where is my order.
If your store runs on CS-Cart, the agent pulls the order detail and the shipments from the system. It asks for a one-time code so the customer only sees their own order.
If you sell on Trendyol, you query orders, return claims and financial records through the Giizo AI Business Assistant in the panel.
The WhatsApp message that arrives at night
In baby and kids the first contact almost always arrives on WhatsApp, and it arrives at night: the parent photographs the box and asks about the ingredient list. In Turkey, when someone writes to a shop after hours, that is where they write. The same agent also works on Instagram, Messenger and in the on-site chat widget with the same age charts.
Setup for a baby and kids store
The ready-made digital employees behind this work: Ecommerce Sales Agent and**Customer Support Agent**.
How product data is handled is on Smart Catalogue; where age and safety notes belong is on knowledge base.
To try it with your own catalogue, start free.