Most ecommerce sales close in the inbox, not on the product page. "Do you have this in a large?", "when will it ship?", "where is my order?" — while those questions go unanswered, carts stay empty and full carts never reach checkout. The E-Commerce Sales Agent is a digital worker that takes those conversations over: it knows your catalog, queries your orders if the store is connected to its order system, and carries the customer through to purchase.
Why order and stock questions pile up in your inbox
Probably familiar:
- Customer questions piling up in the marketplace seller panel, messages waiting on WhatsApp, an unread Instagram DM folder — three places, the same questions.
- Answering "do you have it in black, size L?" means opening the stock sheet first.
- "Where is my order?" is the most repeated message of the day, and every one of them means typing an order number into a panel.
- Nobody follows up with the customer who added to cart and left.
- The purchase-intent message that arrives at 9pm gets answered the next morning — that customer already bought elsewhere.
- Answering "how much am I getting paid out this week?" means logging into the seller panel and downloading a report.
The problem is not neglect. It is that all of this is done manually, at once, and only during office hours.
What an AI sales assistant for ecommerce takes over
The agent picks up the following:
- Answers product, size, color and stock questions from real catalog data
- Recommends products, offers alternatives, cross-sells
- If your store is connected to its order system, queries order status and shipment tracking from there; it asks for a one-time code first so the customer only sees their own order
- If you sell on a marketplace, you look up orders, return claims and financial records from the Giizo AI Business Assistant in the panel
- Follows up proactively with customers who abandoned their cart, using a ready trigger template
- Records return and exchange requests and routes them to your team
- Hands the conversation to live support when it cannot resolve it
Product search is semantic, not keyword matching: when a customer writes "I'm looking for a thick, dark, winter sweater," the agent finds the right items in your catalog.
A WhatsApp order lookup in action
A customer writes in:
Customer: Where is my order? My order number is 4821.
Agent: I sent a verification code. Once you confirm it I can look up your order.
Customer: Code arrived, confirmed. Can you send the tracking code?
Agent: Your order was handed to the carrier today. Estimated delivery is tomorrow. The tracking number is in the detail.
Customer: By the way, do you have that same item in a large?
Agent: Large is in stock, in black and anthracite. Would you like it?
Three jobs done in one conversation: the order was verified and queried, tracking shared, a new sale opened. If the store is not connected to its order system, this order lookup does not run on customer channels.
If you sell on a marketplace, you look up orders, return claims and financial records from the Giizo AI Business Assistant in the panel.
You stay in control of your marketplace and catalog data
The agent works inside the boundaries you set:
- You choose the tools. You decide which systems the agent can reach. Every tool has three modes: run automatically, ask for approval before running, or stay fully disabled.
- SMS verification on personal data. Tools that return personal data such as order details can be placed behind a one-time SMS code.
- Every tool call is recorded. Each tool the agent runs — with the parameters it was called with and what it returned — is written to the audit log in your panel. Those records cannot be edited afterwards, and sensitive fields are masked before storage.
- Every conversation is visible. Whatever channel it came from, each conversation is listed and readable in the panel.
- You can stop it. You can deactivate the agent at any time, disable a single tool, or take the conversation over through live support.
How it runs marketplace order and finance queries
Briefly, on the technical side: product and stock data come from Smart Catalog through semantic search. Shipping terms, return policy and store rules are read from the Knowledge Base. When the store is connected, order and shipment queries run on customer channels, behind a one-time code. Marketplace order, claim and finance queries run through the MCP tools in the Integrations layer from the Giizo AI Business Assistant, by the seller; they are not open to the end customer. Self-starting flows such as abandoned-cart reminders are set up with the trigger templates in Smart Automation. Multi-step requests are executed in order by Task Orchestration.
The e-commerce sales agent's primary metric
Conversations that turn into a purchase. The agent is measured by the conversations that take a customer to a purchase, not the messages it answers.
Recommended channels: WhatsApp, Instagram DM, Web Widget
Other digital workers
This agent is part of our digital workforce. The two closest to e-commerce:
- Customer Support Agent — takes over post-purchase questions and opens the way to the second order.
You can put an ecommerce sales agent to work today. Pick the persona, connect your catalog, open your channel.