In cosmetics customers do not search for a product name, they describe a problem: "my skin is oily and dry at the same time", "my pores have got worse", "can I use these two together?" That is an advice conversation, not a sales one, and the only person in the shop who can hold it is the one who actually knows the products — usually the owner. Every answer already sits in the ingredient list and the routine guide, yet the same sentence is typed out dozens of times a day. When the reply is late, the basket stays empty.
The skin-type question, dozens of times a day
- "T-zone oily, cheeks dry — which moisturiser?"
- "Can I use retinol and niacinamide the same night?"
- "Does this serum contain paraben or alcohol?"
- "What is in your set for combination skin, and what size is it?"
- "Is shipping free over 750 TL, and how long is the return window?"
- "I have eczema — is this product OK?"
The opened jar does not come back
Returns work differently in cosmetics: for hygiene reasons an opened product cannot be taken back. So when a customer picks the wrong shade, or an ingredient their skin does not tolerate, there is nothing to return. The product stays with them and the disappointment stays with the store — coming back later as a customer who simply never writes again.
The second thing that complicates the choice is combination. Single products, sets, promotional bundles and different sizes sit side by side under the same brand, and which goes with which, and what each set contains, gets explained again to every customer. Getting that explanation right belongs to the moment before the purchase — which is to say, to the conversation itself.
When the advice question is met in the first message
- The ingredient list, size and order of use are read from the product record, so the customer can tell the right product apart before buying
- Set contents and bundle combinations are not explained again to every person who asks
- A routine question that arrives outside working hours does not carry over to the next day
- On anything that would need a health claim the agent invents nothing; it says only what the record supports and brings the conversation to you
- You make the call: the exception on a return and the limit of any advice both stay with you
The role the agent takes in cosmetics
- Pulls products from the catalogue based on the skin type and need the customer describes
- Relays the ingredient list, size, order of use and price from the product record
- Answers morning/evening order and combination questions from your knowledge base
- Explains set contents, promotion copy and the free-shipping threshold 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 a health claim to you
A conversation about ingredients and skin type
Tuesday, 14:20, on-site chat.
Customer: My T-zone is oily but my cheeks are dry — I can't pick a moisturiser.
Agent: Gel-textured moisturisers tend to sit better on combination skin. There are three in the catalogue: Hyaluronic Acid Moisturising Gel 50 ml (549 TL), Niacinamide 5% Moisturiser 50 ml (629 TL) and Lightweight Daily Moisturiser 75 ml (479 TL). If the dryness on your cheeks is pronounced, the first two suit better.
Customer: I use retinol in the evening — is niacinamide fine alongside it?
Agent: Our routine guide recommends applying niacinamide after evening cleansing and retinol after that, starting with two nights a week. If you have irritation or eczema I can't give you a dermatologist's answer, but I can pass this to our team.
Customer: No need — I'll take the niacinamide. Is shipping free?
Agent: Niacinamide 5% Moisturiser 50 ml is in stock. Shipping is free over 750 TL; adding a second item would take you past the threshold. The return window is 14 days; we accept returns with the label still on.
The choice was settled before any seal was broken, and the conversation stopped at the medical line.
Where the product information comes from
The agent does not search by keyword but by meaning, so a description like "pore tightening" still reaches the right record even when that phrase does not appear in the product name. 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.
Skin type guides, routine advice, an ingredient glossary 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 advice about the product live in the knowledge base.
How shipping and returns close in cosmetics
Most post-sale traffic is two questions: where is my order, and how does a return work.
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 chat next to the product page
In cosmetics the advice conversation usually starts next to the product page, in the website chat widget — the customer asks while looking at the ingredient list. From there it moves to**WhatsApp**: in Turkey shipping questions, returns and "I'll order this again" messages arrive almost entirely from there. The same agent works on Instagram and Messenger with the same routine guide.
Setup for a cosmetics 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 routine and ingredient guides belong is on knowledge base.
To try it with your own catalogue, start free.