In a pet shop the customer does not quote a SKU, they describe the animal: "three-year-old golden, 28 kilos, which food", "how many grams a day", "do you still have grain-free lamb". Asked across the counter these take a few seconds; landing in an inbox, the same sentence is typed out dozens of times a day. When the reply is late, the bag leaves from another shop.
Which food, how many grams
- "3-year-old golden, 28 kilos — which food is right?"
- "How many grams a day should I feed?"
- "Do you still have grain-free lamb, 12 kg?"
- "Is the cat litter low-dust, does it control odour?"
- "I buy the same food every month — is it in stock, when does it ship?"
- "Do you take opened food back?"
The food has a rhythm, and so does the shop
A sale in a pet shop is not a one-off; it has a cycle. A bag of food runs out on a schedule, and the same customer comes back four to six weeks later with the same three questions: is it in stock, is the price the same, when does it ship. Over a year that loop repeats many times for a single customer, and each time whoever answers builds the same sentence again from scratch.
The other side of that rhythm is weight. Freight on a twelve-kilo bag is high relative to what the product earns; if the wrong size or the wrong variety goes out and comes back, that cost is paid twice. And because opened food cannot be taken back, what is often left is a dissatisfaction that cannot even be returned.
When the same answer isn't typed twice
- The stock and shipping question that repeats every month is answered from the record instead of being retyped each time
- The daily amount comes from the dose chart — the range matching the animal's weight is read from a written source, not estimated
- On a change of food the transition note is relayed, so the wrong variety gets discussed before the order rather than after
- The agent gives no veterinary advice: the moment a medical condition comes up, the conversation comes to you
- You make the call: the exception on an opened bag and any special order stay with you
What the agent closes in a pet shop
- Finds suitable products in the catalogue when a customer describes breed, weight or a need
- Relays food type, pack size, stock and price from the product record
- Answers daily dose and transition 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 veterinary advice to you
A conversation about food and dose
Monday, 09:15, Instagram DM.
Customer: I have a 3-year-old golden retriever, 28 kilos. Do you have grain-free lamb food?
Agent: For adult large breeds the catalogue has Grain-Free Lamb Food 12 kg (1,149 TL). Age range 1–7 years, protein 26%. Eight bags in stock.
Customer: How many grams a day should I feed?
Agent: Our dose chart lists 280–320 grams a day for an adult dog at 25–30 kg, split into two meals. When switching from another food it recommends mixing half and half for the first three days. If there is a medical condition I can't give you a vet's answer, but I can pass this to our team.
Customer: I'll take the 12 kg. I buy the same food every month — when does it ship? Can an opened bag be returned?
Agent: Orders placed before 16:00 ship the same day. Our return copy excludes opened food; unopened bags can be returned within 14 days.
This was the same customer's fourth time asking the same thing this year, and nobody in the shop had to write the answer again.
Where breed, weight and food information come from
The agent does not search by keyword but by meaning, so a description like "grain-free lamb food for large-breed dogs" 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.
Dose charts, transition notes 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 a repeat food bag
Most post-sale traffic is a single question: has the bag 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 food question that arrives on Instagram
In pet retail the first contact usually arrives through Instagram DM, often with a photo of the animal attached. The monthly reorder conversation then settles on**WhatsApp**: once a regular customer has written there, that is where the thread continues. The same agent works on Messenger and in the on-site chat widget with the same dose charts.
Setup for a pet shop
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 dose charts belong is on knowledge base.
To try it with your own catalogue, start free.