We are excited to introduce WAX’s brand-new conversational AI.
Designed for your customers and built for your teams, it transforms WhatsApp into a true intelligent support and real-time shopping assistance channel.
What’s new with WAX AI?
Our AI goes far beyond a simple chatbot. It is:
Personalized: it automatically detects the customer profile (name, purchase history, phone number, language…).
Responsive: it immediately answers common questions such as:
“Where is my order?”
“I haven’t received my order.”
Advisory: it recommends suitable products no matter what you sell, suggests alternatives, and detects out-of-stock items.
Interactive: it can add or remove items from an existing shopping cart.
Contextual: it adopts your brand’s tone and follows the instructions you provide.
In short, it advises, assists, and converts your customers, all accurately and instantly.
How do I activate AI in my organization?
Our AI is currently in beta.
To activate it, schedule a demo with Enola, our Lead Product Manager, to:
Present all the features,
Review your use cases,
Configure the AI according to your needs.
How does the AI work?
Our AI connects directly to Shopify and retrieves all relevant data in real time.
From WAX, you can:
Define a description of your organization, a tone of voice, and specific instructions (for example: if a customer mentions high shipping costs, the AI can automatically share a promo code).
Feed the AI via your knowledge base: add your FAQs, product sheets, or other documents (text format only) for even more precision.
What if the AI doesn’t know how to answer?
WAX has a smooth escalation system to a human:
Conversations requiring action are automatically escalated to:
The “Action needed” tab in your inbox,
An email (if configured),
Or your third-party tools like Gorgias, Zendesk, Crisp (if configured).
Once the request is handled, you can:
Manually return control to the AI from the conversation (button “Let AI agent take over”) on WAX, or
Let the AI agent take over by closing the conversation on your CS tool (Zendesk Sunshine, Crisp and soon Gorgias)
Or set up automatic return after 1, 3, or 7 days.
With WAX AI, it’s no longer about “closing a conversation” but knowing who controls the discussion: by default the AI, and you only when necessary.
Why activate WAX AI?
Massive reduction in time spent on level 1 support (“Where is my order?”, “Do you deliver to overseas territories?” …).
A virtual sales assistant who knows your customers and embodies your brand.
24/7 availability for your customers.
A smooth conversational experience that increases your conversion rates.
What are the prerequisites?
Your e-commerce site must be managed via Shopify.
If not, it can still work, let's discuss!
FAQ
Does the AI understand all languages?
Yes.
Are the AI’s answers templates or replies?
They are replies. They are not billed.
Can the AI retrieve a customer’s loyalty information?
No. However, it has access to order history and can detect whether it is speaking to a prospect or a more or less loyal customer.
Where does the AI get its information from?
It first checks the knowledge base to find the answer. If needed, it then consults Shopify. 💡 Tip: avoid conflicting information between the two sources for the best results.
If a customer sends a message after receiving an automation, will the AI respond?
Yes, the AI will always respond, regardless of whether the message follows an automation or a campaign.
The only thing you can control is whether to interrupt the flow when a customer replies. To do this: Open an Automation > Settings > Customer Intervention > "Interrupt flow when customer answers manually".
What types of responses can the AI provide?
It can send standard text messages (including URLs).
It can send standard text messages with a CTA (redirecting to an article, the shopping cart or tracking link).
It can send messages with a Catalogue CTA (redirecting directly to the product catalog within WhatsApp).
A short additional setup is required (about 5 minutes). Prerequisites: access to your brand’s Shopify and Meta Admin accounts. See more here.
Demo below:
Where to find my Catalog ID?
On Shopify's Facebook & Instagram app
My catalog isn’t fully approved by Meta, can I still activate the catalog feature?
Yes, absolutely. Just keep in mind:
If the AI suggests only unsynchronized products, it will send a message with URLs instead of a catalog-style message.
If some products are synchronized and others aren’t, it will still send a catalog-style message, simply excluding the unsynchronized items.