Products, orders & waitlist

Most chats that lead to a sale follow the same path: "how much?", "do you have it in M?", "how do I order?". The agent handles that path end to end — the price, the product card, the sizes in stock, and, if you let it, the order itself.

Price questions

However short, a price question means "How much is it?": HM, hm?, H.M, how much, p, pp, price, بكام, كام, السعر, bkam — usually alone, as a reply to a post, a reel or a story. The agent never lets one go unanswered, and the first words of its reply are the price:

• of the post, reel or story they replied to;
• of the photo they sent;
• or of the product the chat is already about.

When it can't tell which product they mean, it asks — and sends the two or three most likely ones as cards to pick from.

Photos, posts, reels and stories

The agent reads what customers send and share, not just what they type. A shared post or reel is matched to your products by its caption first — captions often name the product and price — then by the picture: the kind of item, its colour, pattern and material. A photo of a product works the same way. If what they shared doesn't match anything you sell, it doesn't pretend it does.

A photo or screenshot also gets a second look. When several of your products could be it — the same kind of item in the same colours, or one design in five colours — the agent puts the customer's picture next to your own product photos and goes by the one it actually shows: the cut, the print, the details, the scene or writing on it. When none of them clearly matches, it doesn't pick one from the picture, and if it still can't tell, it asks which one they mean. It compares with each product's main photo, so a clear main photo helps.

Voice notes, videos and files are another matter: it can't read them, so by default the chat goes to your team. Untick Voice notes, videos and files under Hand to your team and it asks the customer to type their message instead.

Product cards

The products its message is about go out as cards right under it — with the photo, the price and a button to the product on your store.

• One product — a single card with the photo, the price (the cheapest size in stock, with the sale price when there is one) and a Shop Now button.
• Two or three — a carousel the customer swipes, each card with the sizes in stock. A carousel card needs a photo, so a product without one is left out.
• On Messenger and Instagram the cards use those apps' own product format.

The button opens the product on your store's own domain, through a link that counts the tap. Each card appears in your Inbox as the agent's own product message, and the product is added to the chat — so the Inbox's product filter finds the chat later.

Sold out

It says so plainly, then offers what is in stock: the sizes or colours of the same product that are available, and up to three similar in-stock products as cards. It never suggests anything sold out — not another size, not another colour, not another product.

Asked for the link or a photo of something sold out, it can still send its card — marked "Sold out right now — we can message you when it's back", with a View product button instead of Shop Now.

The waitlist

Add customers to the waitlist (on by default, under Rules → Orders & waitlist) lets it put a customer on a sold-out product's back-in-stock list — the same list as your Inbox's waitlist button and your Back in Stock automation, so they get the restock alert like anyone who signed up on your store.

• It only adds someone who asked to be told, or who said yes when it offered. Anything else isn't consent.
• The chat gets a note — "🔔 Subscribed to back-in-stock alerts for …" — and the Activity tab shows Added to waitlist.
• A customer already on the list is told they'll get a message, not offered it again.
• If your Back in Stock automation is off, they're still added, and the Activity entry says the automation is off — switch it on, or nobody is alerted.

Switched off, it never offers to tell a customer when something is back.

When a customer wants to order

Under Rules → Orders & waitlist, choose what it does:

How an order is taken

1. It works out what they want

   The product and the size or colour they named, checked against your live stock. A size that's sold out is said first, with what's in stock, before it asks for anything else.

2. It asks for what's missing

   In one line: "To get your order ready, we need: your full name, your mobile number, your full address (street and building number)." The phone they're writing from is used unless they give another.

3. It sends the summary

   Items, prices, your own shipping rate for their governorate, the total, name, phone and address — written by Wapify from your store's data, never by the AI. If your store takes cash on delivery, the total says so.

4. The customer confirms

   Stock and prices are read again first. If anything changed since the summary, they get a new summary to confirm, not an order.

5. The order is handed over, or created

   Depending on your choice above.

Some orders always go to your team instead, as Human needed with the reason:

• more pieces than Most pieces it takes in one order (1 to 10; 5 by default) — "A bigger order goes to your team.";
• an address outside your shipping zones;
• a second order in a chat where it already placed one;
• in create mode, an order whose shipping fee it couldn't price from your Shopify rates, or one Shopify refused to create.