Answer Item and Stock Questions from WhatsApp with Square
This recipe answers item, price and stock questions on WhatsApp, Instagram or Messenger from your Square item library and stock counts. Part of connecting Square to WhatsApp and AI chat.
What happens today
A customer messages: “do you still have the oat milk loaf? and how much”. Someone checks the shelf or the POS, replies, and the customer asks about two more items. If the price list in your chat replies is a few weeks old, the answer is wrong as well as slow.
Square already holds the current items, prices and counts. Answers should come from there, not from memory.
The flow that works
- The customer asks about an item. AeroChat finds it in your Square item library, including its variations such as size or flavour.
- It reads the price and the stock count at your location.
- It replies with the price and whether it is in stock, and suggests a close alternative if it is not.
- If the customer wants to buy, it hands over to your ordering workflow or a person.
Prices and stock come from Square at the moment of the question.
The recipe
Copy this into AeroChat
When a customer asks about an item, its price or whether it is in stock, follow these steps.
- Find the item in our Square item library. If it has variations, such as size, colour or flavour, ask which one they mean.
- Check the price and the stock count at our location in Square.
- If it is in stock, tell them the price and that it is available. If fewer than 3 are left (example), say it is running low.
- If it is out of stock, say so, and suggest up to two similar items from the same category that are in stock.
- If they want to order or reserve it, tell them how to order from our knowledge base, or hand over to a team member.
Only quote items and prices from Square. Never give a discount or promise a restock date unless it is in our knowledge base. For allergy or ingredient questions, only answer from the item description, and hand over if it is not there. Reply in the customer’s language.
Change the low-stock number to your own before you paste it.
What to connect
- Square. Approve access to your Square account when AeroChat asks, or paste in an access token from the Square Developer Console. AeroChat needs read access to items and inventory.
- Stock tracking. Turn on stock tracking in Square for the items customers ask about, so there is a count to read.
- Item descriptions. Add ingredients, sizes and materials to the item descriptions in Square, so the answers have something to quote.
- Payments, if you sell in chat. Airwallex is built in and sends a payment link in the chat. Payment links are included from the Growth plan.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- Which items to answer about, and whether to mention low stock.
- Whether customers can reserve or buy in chat.
- How allergy and ingredient questions are handled.
The result to expect
Stock and price questions get a current answer in seconds, from the same counts your POS uses. Your staff stop checking shelves for chat questions, and customers who would have gone elsewhere hear that the item is there.
Measure it with your own numbers: stock and price questions handled without staff, and orders that start in chat, for a month before and after.
Answer stock questions from Square
Paste the recipe, approve Square access, and message your own number asking whether a bestseller is in stock.
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On Shopify? Install AeroChat from the Shopify App Store.