repliso
The fastest reply in the world will not help if it contains yesterday's price. Customers use DMs to resolve the details that stand between interest and a purchase: the right size, the real total and whether the item can arrive when needed.
Reliable product information for AI customer replies starts with a maintained source of truth. Better wording comes after better data.
Give every variant a clear identity
“Blue shirt” is not a stable record when your shop sells several blue shirts. Use a product identifier plus the exact colour, size or configuration. Keep customer-facing names simple, but make internal records unambiguous.
A useful product record contains:
- Product name, SKU and variant identifier.
- Current price, currency and relevant tax information.
- Available sizes or configurations and a size-guide link.
- Inventory status, its source and the time it was checked.
- Dispatch estimate, delivery guidance and supported destinations.
- Product-page link, returns-policy link and information owner.
For this illustrative record, imagine a navy linen shirt, SKU LIN-204-N-M, size M, price €59 and availability checked at 09:00. Those fields make a precise answer possible. They do not make stock permanent: a sale at 09:05 could change it.
Separate inventory status from a reservation
“Available now” does not mean “reserved for you.” Tell customers when the final availability is confirmed, usually through your actual checkout or reservation process.
If your AI knowledge is a periodic snapshot rather than a live inventory connection, say so in the response design. Do not claim real-time accuracy from a manually uploaded catalogue. For fast-moving items, let staff check before confirming.
Explain the total before the next step
Customers need to know which price applies and what remains extra. A useful answer identifies the variant and distinguishes product price from shipping or other applicable costs. Put final confirmation in the checkout process where your actual purchase terms are shown.
Avoid hiding a surcharge inside the product link. If the customer asks about the total, help them understand how it is calculated rather than repeating the base price.
Make updates someone’s responsibility
Choose an owner for prices and promotions, an owner for stock and an owner for shipping policies. They may be the same person in a small shop. What matters is that the task has a name attached.
Set a review rhythm based on how quickly the information changes. Promotions need explicit start and end times. Stock needs frequent checks or a verified integration. Static care instructions may need review only when the supplier changes the product.
Remove expired details instead of leaving conflicting versions in separate documents. Keep a change log so a disputed answer can be traced to the information available at the time.
Teach the AI how to handle gaps
Use a rule such as: “Answer only from the current approved product record. If the exact variant is missing, ask for it. If price or stock sources conflict, hand over to a person. Never invent delivery guarantees.”
Repliso's Business Brain is described as a knowledge centre for business information, products and policies. That makes information quality a practical setup priority. Verify any live-data connection separately; the presence of a knowledge centre alone does not prove live stock synchronisation.
Test with real customer questions
Ask the system about the same product in two sizes, a promotion that has ended and an item that sold out today. Review whether the answer names the right variant and admits uncertainty when necessary.
Use Instagram DM templates to turn accurate records into concise replies. Better product data helps customers decide with fewer surprises after checkout.
