Setting up Bob for retail and e-commerce
Knowledge base structure, tone, follow-up timing and handoff rules tuned to how retail and e-commerce businesses actually run.
Settings to start from
| Setting | Recommended |
|---|---|
| Tone | Friendly |
| Language | Match your market (English, Malay or Chinese) |
| Greeting | Hi! I'm here to help you find the right product. What are you looking for today? |
What belongs in your knowledge base
- Full product catalogue with prices, variants and SKUs
- Shipping rates, delivery times and coverage areas
- Return and exchange policy, with the exact conditions
- Payment methods accepted
- Promotion and voucher codes — update these regularly
- Out-of-stock handling instructions
Follow-up timing
Follow up after 1 hour on abandoned-cart conversations, and after 24 hours on unanswered product enquiries.
When to hand off to a person
Hand off when a customer requests a refund, reports a damaged item, or asks for order tracking.
Test these before you go live
Send each of these to your agent and check the answer is one you would be happy for a customer to receive.
- "What is your return policy?"
- "Do you ship to Sabah and Sarawak?"
- "Is [product name] available in size M?"
- "How long does delivery take?"
Frequently Asked Questions
How different is this from the generic setup?
The steps are the same — knowledge base, channel, tone, testing. What changes is what belongs in the knowledge base and where the escalation line sits, and those two decisions are most of the difference between an agent that helps and one that annoys.
Can I start from this and adjust later?
Yes. Everything above is a setting you can change at any time, and changes apply from the next message. Start here, then tune once you have read a week of real conversations.
Still need help?
Our team is available Mon–Fri, 10 AM–6 PM MYT (GMT+8).