Facebook Messenger Product Questions Answered From Your Catalogue
Product questions on Messenger are the messages that come before a sale: how much is this, do you have it in medium, which serum is better for oily skin, does it ship to Penang. AeroChat answers them from your product data in Shopify, WordPress, your Meta catalogue, a Google Sheet, Square or NetSuite. It recommends products that match what the customer described, and moves to the order or a payment link when they are ready.
What happens today
Customers screenshot a post and ask “price?” or “still have?”. Someone checks the store admin for each one, types the answer, and sends a link.
Questions about fit, ingredients or which product suits them take longer, so they wait. Customers who don’t get an answer within the hour usually buy somewhere else.
How it runs on Messenger
- The customer asks about a product, sometimes with a photo or a post they saw.
- AeroChat finds the product in your store or catalogue by name, or asks which one they mean.
- It reads the live details: price, variants, stock, and the description, size guide or ingredients.
- It answers the question and, when asked, recommends up to three products that match what the customer said they need.
- When the customer is ready, it sends the product link, adds it to a cart link, or takes the order in chat with a payment link.
- It logs the interest: a note on the customer record, or a row in your Google Sheet with the product they asked about.
- Questions it cannot answer from your data, such as a medical concern about an ingredient, go to your team.
The recipe
Copy this into AeroChat
When a customer asks about a product, follow these steps.
- Find the product in our Shopify store by name. If more than one product matches, show up to three with their prices and ask which one they mean.
- Answer from the product’s details: price, sizes or shades in stock, and the description. For sizing, use our size guide in the knowledge base.
- If they ask which product suits them, ask one question about what they need, such as skin type or occasion (example), then recommend up to three in-stock products and say why each fits.
- If the size or shade they want is out of stock, say so and offer the closest one in stock.
- When they want to buy, send the product link.
- If they ask about allergies, reactions or a medical condition, hand the conversation to our team.
Never make claims that are not in the product description. Reply in the customer’s language.
Change the handover rule and the question you ask before recommending to fit your products.
Connect the systems behind it
- Google Sheets: a product list with prices, stock and notes, for businesses that sell without a store platform. Connect your Google account.
- Square: items, variations and stock at each location.
- NetSuite: items, price levels and available quantity for B2B catalogues.
- Shopify, WordPress and your Meta catalogue. Shopify and WordPress product data is built in. AeroChat can also sell from a Meta catalogue.
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.
Meta’s rules on Messenger
Your Page can reply within 24 hours of the customer’s last message, and promotional content such as recommendations and offers is allowed inside that window. Replies typed by a person on your team have a separate 7-day window, which automated replies cannot use. If the question came from a comment, your Page can send one private reply within 7 days of it. If the customer came from a click-to-Messenger ad, you can reply for up to 7 days from their first message. Meta expects automated replies within 30 seconds, or it can limit your messaging.
Also on WhatsApp, TikTok and web chat
The same workflow runs on WhatsApp, Instagram, TikTok (direct messages and TikTok Shop buyer chat), Telegram, web chat and email, from the same product data. See the WhatsApp versions for product recommendations and stock questions.
Who uses it
- Fashion stores: size and fit questions answered from the size guide and stock.
- Beauty stores: ingredient and skin type questions answered from the product details.
- B2B suppliers: product specs and stock levels for trade buyers.
Read more: Messenger chatbots for ecommerce.
Questions
Can a Messenger chatbot answer questions about my products?
Yes. AeroChat reads your live product data from Shopify, WordPress, a Meta catalogue, a Google Sheet or your order system, so prices and stock in its answers match your store.
Can it recommend products?
Yes. It asks what the customer needs, then recommends up to three in-stock products and says why each fits.
Can customers buy without leaving Messenger?
Yes. AeroChat can take the order in the chat and send a payment link, or send a product or cart link to your store. Built-in payment links are on the Growth and Advanced plans.
How long do I have to answer a product question on Messenger?
Your Page can reply within 24 hours of the customer’s last message. AeroChat answers as the message arrives, so the question is answered while the customer is still deciding.
Answer product questions while the customer is still deciding
Install AeroChat from the Shopify App Store
Not on Shopify? Start your 7-day free trial.
Related: payment links in Messenger.