In food what stops the sale is not the price, it is the ingredient line. "Does it contain gluten?", "any trace of nuts?", "will it spoil in transit in summer?" These cannot be answered quickly, because a correct answer means actually reading the label — finding the box, turning it over, reading the small print, being sure. So the reply is both late and, often, never given at all; the customer gives up not on the shelf but on the conversation.
Does it contain gluten
- "Does it contain gluten / lactose / nuts?"
- "Is it vegetarian, does it contain gelatine?"
- "Should I take this vitamin on an empty stomach?"
- "How is it stored, does it go in the fridge?"
- "Will it spoil in transit in summer, does it ship cold?"
- "Do you take opened supplements back?"
You cannot answer without reading the label
In this category a wrong answer does not cost you a sale. A "no" given from memory to an allergen question is a health risk for the person asking and a liability for the shop. Experienced sellers know this, so they are careful: either the customer waits until the label has been found and read, or the question goes unanswered. The slowness is not indifference, it is caution.
The second burden is the season. In summer, storage conditions and delivery times turn into a separate question for every product; and behind that a shelf-life clock runs, because stock has its own expiry date and an unsold box eventually becomes unsellable. Both burdens land in the same place: the answer has to be fast and grounded in a record.
When the allergen answer comes from the record
- Allergen and ingredient questions are answered from the record — not from memory — as long as the label information has been entered into the product record
- Storage conditions and the summer delivery note are not explained again to everyone who asks; the customer learns them before buying
- The agent makes no health, treatment or dosage claim: it does not state what the record does not contain, and brings the conversation to you
- A question needing a doctor's answer does not get lost; it becomes a request record and lands with your team
- You make the call: the exception on an opened product and any special case stay with you
What the agent closes in food and supplements
- Finds suitable products in the catalogue when a customer describes a need or a restriction
- Relays the ingredient list, allergens, net quantity, stock and price from the product record
- Answers use, storage and shipping conditions from your knowledge base
- Explains the return window and the opened-product rule 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 treatment claim to you
A conversation about ingredients and allergens
Friday, 19:45, WhatsApp.
Customer: I'm looking at a D3 + K2 supplement. Does it contain soy or gluten?
Agent: The catalogue has D3 + K2, 60 capsules (389 TL). Soy and gluten are not in the ingredient list; the capsule is gelatine, bovine sourced. It's in stock.
Customer: I'm vegetarian — do you have a plant-based capsule? And is it taken on an empty stomach?
Agent: The same range has Plant-Based Capsule D3 + K2, 60 count (429 TL), with a hydroxypropyl methylcellulose capsule. Our usage note says one capsule a day with food. I can't give you a doctor's answer on treatment or dosage, but I can pass this to our team.
Customer: I'll take the plant-based one. Will it spoil in transit in summer? Can an opened box be returned?
Agent: Our storage note says room temperature, shipped without refrigeration. In summer it recommends delivery within 48 hours; orders placed before 14:00 go out the same day. Our return copy excludes opened supplements; unopened boxes within 14 days.
The allergen answer was read from the label record, the dosage question was left alone, and nobody had to go looking for the box on a shelf.
Where ingredient lists and storage notes come from
The agent does not search by keyword but by meaning, so a description like "gluten-free, gelatine-free D3 supplement" 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.
Allergen tables, storage notes, shipping conditions 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.
Freshness questions and shipment tracking
Most post-sale traffic is a single question: has the box left.
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 allergen question that arrives on WhatsApp
In food and supplements the first contact almost always arrives on WhatsApp, and it usually starts with a photo of a label: the customer shoots the back of the box and asks "is this in it?" In Turkey that is where the conversation happens. The same agent also works on Instagram, Messenger and in the on-site chat widget with the same allergen tables.
Setup for a food and supplement 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 allergen and storage notes belong is on knowledge base.
To try it with your own catalogue, start free.