This page does not explain how to set an agent up. Setup lives on the E-Commerce Sales Agent and Customer Support Agent pages, and the lineup on digital workers. What follows is a working day's sales moments: where the customer becomes a buyer, and where a late reply sends them elsewhere.
The stock question that arrives in the evening
The customer already likes the product. The only line left is "do you have this in black, in my size, and when does it ship?" If the message is opened in the morning, that sale is usually with another seller.
The agent takes the message the moment it arrives. Product, size, color and stock are read from the Smart Catalog; delivery time and store terms come from the Knowledge Base. The reply goes out while the customer is still in the chat.
The buyer who asks "where is my order?"
The question looks like a complaint. Most of the time it is the door to a second order. The customer wrote to learn where the parcel is; a fast answer is when they ask about another product in the same conversation.
If your store's order system is connected, the agent looks up order status and shipment tracking from that system, inside the conversation. If you sell on a marketplace, order, return-record and finance lookups run from the Giizo AI Business Assistant in the panel, not from a customer channel. How the connection works is on the Integrations page.
The same buyer, three inboxes
A stock question on WhatsApp, the price of the same product on Instagram, a chat on the website nobody has seen. All three are the same sale; if each one waits for a separate team, all three leave.
One agent works across six channels: WhatsApp, Instagram, Messenger, the Web Widget, a standalone web page and the in-store robot. The catalog, the knowledge base and the tools are shared; you do not set up a separate agent per channel. The channels themselves are on the Access Channels page.
A return conversation should not close the next sale
A customer who writes about a return is still your customer. If the request disappears into scattered messages, the return drags on and the next order never comes.
The agent turns a return or exchange request into a structured case and passes it to your team. The decision and the approval stay with you. How those cases are opened is on the E-Commerce Sales Agent page.
The customer who leaves the cart
Some sales do not start with the customer writing. Someone who adds a product and leaves before paying buys elsewhere that day if nobody follows up.
The E-Commerce Sales Agent comes with a cart-abandonment reminder template. The template is off; no message goes out on its own until you turn it on in the panel. Switching it on, and the other triggers, are on the Smart Automation page.
The customer who asks for a person
A sales conversation does not always end with the agent. The customer describes a special case, or asks for a person directly. If the answer is "come back during office hours," the sale in that conversation closes.
When live support is on, the agent hands the conversation to someone on your team, and they continue with the same history. Office hours, the wait limit and how your team is notified are on the Live Support page. Live support is available on paid plans.
Which agent runs these moments?
The scenarios do not have to pile onto a single agent. Most of the sales moments sit with the E-Commerce Sales Agent; questions after the sale sit with the Customer Support Agent. Which one takes which work, with its primary metric, is on the digital worker lineup.
Once the catalog and the channel are connected, it starts the same day.