In home products what closes the sale is not the fabric colour, it is the millimetre. The sofa is liked; then door width, stair turn and carton size get asked. Answering those means opening the technical drawing, finding the carton dimensions and comparing two numbers — which means somebody in the shop has to sit down at a desk. When the reply slips to the next day, the customer looks at another showroom.
Will this sofa fit through the door
- "The sofa is 220 cm, my door is 90 cm — will it fit in the carton?"
- "Does the fabric stain, and is the cover removable?"
- "Is assembly included, and is the screw kit in the box?"
- "Solid wood or MDF, and how much does it weigh?"
- "If it arrives damaged, how does the return work and who pays shipping?"
- "How many days to ship to the Asian side of Istanbul?"
On bulky goods every return is freight both ways
In home and living a return is not a small box coming back. It is two cartons, heavy freight and often a special delivery; when the item returns, the transport has been paid for twice. A three-centimetre mistake in a measurement can cost more than the margin on the product itself.
The second burden is the transport itself. A bulky item catches a corner on the way, the packaging is crushed, and the customer opens the carton to damage. From that point the conversation stops being a sales conversation: photos are requested, a record is opened, the carrier is chased. All of which may have started with a measurement answer that was never given — one that would have kept the product from shipping at all.
When the measurement answer arrives before the order
- The carton size against the door and lift width is given from the product record before the order is placed, so a bulky return never comes up
- The same technical drawing is not reopened for everyone who asks; the dimensions are read from the record
- A room measurement that arrives at the weekend does not wait for Monday
- On a damaged delivery the conversation does not get lost: a request record is opened with photos and lands with your team
- You make the call: damage, returns and assembly service stay with you
What the agent closes on home products
- Finds the closest products in your catalogue when a customer describes a room or a need
- Relays width, depth, height, weight, material and stock from the product record
- Answers assembly, cover and care notes from your knowledge base
- Explains shipping times, bulky-item delivery and return terms from your knowledge base
- Opens a request record when a customer reports damage or asks for a return; the record lands with your team and you make the decision
- Hands the conversation to you when it cannot decide
A conversation about size and assembly
Sunday, 16:10, WhatsApp.
Customer: I'm looking at a 220 cm sofa. My door is 90 cm. Will it fit in the carton?
Agent: The Nordic three-seater ships in two cartons, 210 × 85 × 45 cm each. Both fit through a 90 cm door. Assembled it is 220 × 90 × 85 cm. The fabric is polyester with a removable cover. It's 18,900 TL, in stock.
Customer: Who does the assembly, and is there a screw kit?
Agent: Our assembly note says the screw kit and hex key are in the box; assembly is by the customer and takes about 40 minutes. I can pass this to our team if you want an assembly service.
Customer: No need. When does it ship? What if it arrives damaged?
Agent: Orders placed before 14:00 ship the same day. For bulky items a request record is opened with damage photos; our team reviews it and they make the decision. The return window is 14 days.
The comparison was done on a Sunday, and the sofa did not come back for failing to clear the door.
Where size charts and materials come from
The agent does not search by keyword but by meaning, so a description like "open-grey sofa bed for two" 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.
Assembly guides, fabric care cards 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.
Orders and shipping on bulky items
Most post-sale traffic is a single question: has the carton 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 room measurement that arrives on WhatsApp
In home and living the first contact almost always arrives on WhatsApp: the customer photographs the room, writes down the number they measured with a tape, and sends both. In Turkey that is where a measurement conversation naturally happens. The same agent also works on Instagram, Messenger and in the on-site chat widget with the same dimension tables.
Setup for a home and living 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 assembly and care notes belong is on knowledge base.
To try it with your own catalogue, start free.