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Chatbot for an online store: product selection and support
The buyer writes to the chat on the website, in Telegram, MAX or VKontakte - the bot selects the product according to your feed and shows cards with the price and link, accepts the request with a phone number and answers about delivery and return. Payment and storage remain in the store.
The template works on the Free planSelection by feed - from BasicWebsite, Telegram, MAX and VKontakte
What does a bot do for an online store?
Selects products based on your feed
From Basic AI seller parses “running sneakers up to 6000” and shows up to three published products: price, availability and the “Open product” button on your website page. In Telegram and chat on the website - with photos.
Accepts leads without a cart
The “Online store” template asks for a product and phone number with a format check - both answers go into the buyer’s card. The owner receives a letter to the first phone number. Works on Free and without a catalog. A cart, delivery and payment are in the shop in your bot, from Basic.
Speaks on the cart page
The chat on the site opens itself with a message at the page address - for example, on /cart, after N seconds on the product card or when leaving the site on the computer. The bot does not see the contents of the cart.
Answers about delivery and returns
Template "Autoresponder FAQ" responds to topic buttons and keywords. From Basic - AI agent for your knowledge base up to 15,000 characters: delivery conditions, returns and exchanges, sizing charts.
Conveys difficult things to people
“Where is my order”, defect, return - the “Operator” block transfers the conversation to “Conversations”, the team with notifications enabled receives a push. The manager responds in the same channel, in the chat on the website - and with a file, for example a photo of a product from a warehouse.
Brings buyers from sites
The QR in the package insert opens a Telegram bot using a template “Buyer bot”: instructions, guarantee, support and transaction in CRM. The bot does not write inside Wildberries and Ozon.
How to launch a store bot
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1
Take a template
Click “Use the “Online Store” template”: after registration, the script will be enabled in the bot and will open in the editor. Free plan, no card required.
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2
Connect the directory
Marketplaces → Online Store : “ Store platform” and “Product feed link” and “Connect store .” Then, in “Sales” → “Product Catalog”, publish the desired products.
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3
Set up chat and channels
In “Channels” connect “Widget to site”, “Embed code” from the “Widget” section - before
</body>. Add the “Open widget” trigger to the template: /start is not on the site. Messengers are also in “Channels”. -
4
Check and enable selection
Run the lead in “Check Script”. From Basic: “Sales” → “Set up sales” → “Collect draft”, test in “Test conversation” and “Enable seller”.
Ready-made product request script
The bot asks what product is needed, and the phone number checks the format - the number is included in the buyer’s card, and the owner receives a letter. Add category buttons, tags and deals in CRM in the editor.
Online store A product request from chat. The cart and payment are in the shop in your bot, separate from this template. Open →Catalog: how does the bot know prices and availability
The bot responds not with pre-entered text, but with your catalog. For an online store, the main way is a product feed, which your CMS can already serve: there is no need to rewrite products manually.
| Source | How to connect | What's coming | Update |
|---|---|---|---|
| Product feed via link | “Marketplaces” → “Online store”: YML, Google Merchant (XML) or CSV at a permanent address | YML: name, price and old price, up to 20 pictures, options by group_id, availability by the available attribute, product link - “Open product” leads to it. Google Merchant: availability from the availability field. CSV: columns by headings, no photos | Himself, when the data is more than 6 hours old; “Update now” button – no more than once every 2 minutes |
| File | “Sales” → “Product Catalog” → “Import from File”: CSV, TSV or JSON up to 5 MB and 50,000 lines | Columns with Russian and English headings: “article” (required), “name”, “price”, “currency”, “availability”, “link”, size, color. No photo | When you upload a new file: Preview then Apply |
| Wildberries | “Marketplaces” → “Connect marketplace” → Wildberries, “Seller API token” field | Cards with options for sizes, photos and discounted prices, the button leads to wildberries.ru. Remainders are not readable - availability is “to be confirmed” | Same when the data is more than 6 hours old |
Hints on where to enable uploading and which format to choose are available for 1C-Bitrix, InSales, Ecwid, Tilda, OpenCart, CS-Cart, Shop-Script, MoySklada, RetailCRM, WooCommerce, Shopify and Khoshopopa. Any link to YML, Google Merchant or CSV is suitable for the self-written engine - the CHBT format is determined by the content. In CSV, rename the column with an unusual title in the upload.
Freshness of prices. Prices in the bot lag behind the site until the feed is reassembled in your CMS and up to 6 hours before the next reading - or less if you click “Update now”. Many platforms collect the feed on a schedule, and between collections the bot will repeat the last known price.
Publication. Products from any source come in draft form: the bot does not sell them until you click “Publish” - one at a time, there is no mass publication. There are three types of availability: “in stock”, “out of stock” and “to be confirmed”. An empty cell is “I don’t know”, not zero: the bot says so, and does not invent the remainder.
If you also sell on sites. The Wildberries key, in addition to cards with prices, brings new orders, reviews and unanswered questions, Ozon - new FBS shipments and reviews (Premium Plus may be required for reviews). Their number is visible in the office, a summary is sent to the mail; review texts are not shown, the bot cannot respond to them. The catalog for the Wildberries key is marked “not verified on your key” until the first download takes place, and orders and reviews are signed “working” immediately - whether they arrive can be seen from the counters on the connection card. The Ozon, Yandex Market, Kaspi.kz and Uzum Market catalog is downloaded only as a file. There is no end-to-end sales analytics by site: the CHBT funnel ends with a click on the link to the product. The QR in the package insert leads the buyer to the Telegram bot; Do not promise a gift or bonus for a review on the insert - the site rules prohibit this. More details - product catalog and chat bot for Wildberries.
- Feed - up to 20 MB and 60 seconds to download, gzip is fine. Internal network addresses are not loaded.
- You can insert a link with a token in the address, but not a feed with a browser password. Excel is not directly accepted: save the table as CSV.
- A torn upload does not remove anything from publication; Products that are not in the new feed also remain.
- The feed is connected by the “Russia” storefront: the bot will not show the price in tenge or sum to a buyer from Kazakhstan or Uzbekistan.
- The feed link is verified before saving and is stored encrypted. The catalog is collected at any plan.
“Online store” template and catalog selection
The pattern is four steps in a row, without branches. This is a blank: there are no buttons for categories, tags and deals; they are added in the editor in a few minutes.
| Step | What's in the template | What to change |
|---|---|---|
| Greetings | “Message”: “Shop in chat: select a category or write the name of the product.” There are no buttons, the bot immediately asks the next question | Add category buttons - “Shoes”, “Clothing”, “Sale” - or remove words about the category. Open site collections using the “Opens link” buttons |
| Product | “Data collection”: “What should I include in the lead?” The answer is written on the buyer's card | Ask for size and color right away. Fill in “Into variable”: item - then {{item}} will be substituted in the notification and deal name |
| Phone | “Data collection” with “Phone” check | The buyer's first phone number sends the owner a letter of lead. For delivery, add “Data collection” with the “Custom” field - city |
| Reply to buyer | “Message”: “Order request received. We will contact you shortly to confirm the order, payment and delivery” | Say when the manager will check availability and where he will send a link to payment |
| Team lead | No | “Action”: “Add a tag” (for example, “int-footwear”), “Notify the operator” with the text “Request: {{item}}” and “Transaction in CRM” “{{item}} - {{phone}}” - the request will appear on the “CRM” board in the “New” column |
Selection from the catalogue. From Basic, instead of the “Product” step, you can add the “AI Agent” block with the assignment “Seller: selects goods from the catalog.” It parses the request, searches among published products and shows up to three cards; names, prices and links are taken from the catalogue, phrases about delivery and terms are cut out by the server from the response, and a number that is not in the catalogue (for example, a fictitious discount) replaces the entire text of the model with a template phrase. Nothing was found or three clarifications in a row did not help - the conversation goes to the operator with the note “AI salesperson passed the conversation to the operator.”
The selection takes place in several messages, so the seller is put in the “Stay in conversation with AI” mode. In this mode, all buyer messages go to the seller and keywords in other flows do not work; The conversation exits the selection only when the seller gives it to the person, the manager responds from “Conversations” or closes the conversation with the “Close” button. Therefore, separate the topics with the buttons of the first message: “Pick up a product”, “Leave a request”, “Delivery and return”, “Call a person”. The finished scheme is assembled by the “Sales” → “Set up sales” wizard: “Any message” → greeting → salesperson → operator in case of failure. The wizard creates a draft and, before turning it on, shows which messages the seller will intercept: out of several included scripts, the first one that comes up in the order of creation responds.
The request is sent to an external CRM or table by the “HTTP request” action: it sends JSON with the contact id, tags and script variables - the phone will go there if the step has “To variable” filled in. It is accepted by Make, n8n or your server, the diagram is on the page integrations page.
- While “Leads to script step” buttons are on the screen, the bot waits for a tap: text typed instead of tapping shows the same message again — unless this scenario has an “Any message” trigger. If it does, the text goes there, for example to an AI agent.
- Buttons: in Telegram and MAX, one per row; in VK, up to 10, two per row. Keep it to 3–5 categories.
- The “Message” block does not send photos in Telegram, MAX and VKontakte: the picture from its “Attachment” field is visible only in the chat on the site. In messengers, photos appear only in the cards of the AI seller, and only in Telegram.
- In “Check flow” “Transaction in CRM”, “HTTP request”, push and letters are not executed - check them on the real lead. The seller's "verification conversation" spends AI credits.
- The template from the site is included immediately. If the bot already has a script with /start enabled, the one created earlier will respond.
Chat on the store website and support after purchase
Widget CHBT - the same bot, but on the website: one line of code before </body>, the same on Tilda, WordPress, Bitrix and a self-written website. The chat script is the same as in messengers, but there is no /start command on the site, and the “Online Store” template is launched only by it: add the “Open Widget” trigger to it - otherwise the template is silent in the chat on the site, and the bot will speak with the trigger as soon as the buyer opens the window. The following settings in the “Widget” section are important for the store:
| Store task | How to solve |
|---|---|
| Question about size before purchasing | Pre-chat “Ask for contacts before starting a conversation”: name, email and phone number, any field can be made mandatory. The buyer becomes a contact in “Contacts”, even if he left without purchasing |
| Doubts in the shopping cart | Proactive message with the condition “URL contains” /cart: “Have a question about delivery or payment? We will answer here." Customizable text, up to three quick replies and display frequency |
| Looks at the card for a long time or leaves | Rule “When” → “After 20 seconds” on the product page and “Leaving the site” (only on a computer): “Leave a question - we will answer in this window” |
| Photo of marriage, screenshot of payment error | Files up to 10 MB in both directions: the buyer attaches a paper clip, the manager responds with a file from “Conversations”. This is not the case in messengers. |
| “Ask a question” button in the product card | Challenge chbt('open') on click; chbt('identify') transmits the name, email and phone number of the authorized buyer - the operator sees who is writing |
| There's no one at night | Status “Scheduled” or “Automatic”. When there is no one to answer, the widget prompts you to “Leave contacts”: a contact with the “widget-lead” tag, the “Lead from site” deal at the “New” stage and a letter to the owner |
| Someone else's site with your key | “Domains”: up to 50 addresses, for example *.yourmagazine.ru for subdomains |
While the manager keeps the “Conversations” open, “Line operator” is displayed in the chat header - a question about the size of a living person is more readily asked. How to install a widget and what to write in the first message - in the article about online chat for the sitewhen you need a chat, and when you need a form - chat or feedback form.
Frequently asked questions. In the "Autoresponder FAQ" template, replace the topics with "Shipping", "Returns", "Sizes", "Payment" and add keywords in the "Contains a word" mode. Keywords are also checked in the middle of another flow: if the question “What should I include in the lead?” the buyer will write “size 42”, the word “size” will lead him to an answer about sizes. Take words that do not appear in product names, and do not put short roots: “price” will catch “assessment”. The buyer gives a question not from the list to the person using the “Call Person” button. The "Any Message" trigger is not needed for this: scripts are checked in the order they were created, and it will catch the keywords of any scripts created later.
AI agent from Basic answers in free text according to the knowledge base: delivery conditions by region, terms, returns and exchanges, size charts, care of materials, opening hours. The entire database goes to the model with each question, so it contains terms and conditions, not product descriptions. In “Persona”, prohibit promising availability and terms that are not in the database. The agent itself does not react to the word “operator”: the exit to the person is a checkbox “Separate output “did not understand”” connected to the “Operator” block. The default answer for models is one AI credit, more expensive for powerful models. What to entrust to the agent and what to leave to the manager - in the article about the first line of support.
“Where is my order?” The bot itself doesn’t know what’s wrong with the order—the answer is given by a person or your system. Through the manager: “Data collection” with the order number → “Notify operator” → “Operator”, the manager replies from “Conversations”, takes typical phrases from “Quick replies”. Through your CMS: at the step with the number, fill in “To variable”, and the “HTTP request” using the POST method will send the number to your server, and its response - in its entirety, up to 10 KB - will be saved in a variable for the next “Message”. The bot does not get a separate field from JSON, so your server must return a ready-made phrase; The answer waits for 15 seconds, there are no repetitions. For Ozon and Wildberries orders, the number CHBT does not check - such questions go to the operator. CHBT cannot write to a buyer based on an event from the CMS (“order sent”): “Incoming webhook” does not write to an existing buyer, and the API only responds to an already open conversation and transfers it to the operator. For a group of orders, mailing by tag remains. Details - in webhook help.
Startup orderwhich does not overload the command:
- Day 1 - catalog: link to the feed in Marketplaces, checking a couple of dozen cards and publishing. Chat on the site with pre-chat and a rule on /cart, “Online store” template with the “Open widget” trigger, run in “Check script”.
- Week 1 - Telegram and MAX with the same script, link to the bot in order letters.
- Week 2 - answers about delivery and returns; for sellers - a Wildberries key and a QR insert in parcels.
- Month 2 - Basic: AI salesperson, AI knowledge base agent and first newsletter based on interest tags. The newsletter goes only to Telegram, MAX and VKontakte and only in text - it cannot be sent to chat visitors on the site.
What a store bot doesn't do
The limits are clear before you launch.
- Does not place or see orders on your website: the buyer places and pays for the order there, and the bot leads them there with the “Open product” button or a link. A cart and payment right in the bot are in the shop in your bot from Basic, with your own delivery options and your YooKassa or CloudPayments.
- Doesn’t see the contents of the cart and doesn’t know that the buyer left without paying: the proactive message is triggered by the page address, time or leaving the site, and not by the items in the cart.
- He himself does not know the status of the order: the manager or your system responds via an “HTTP request”. For Ozon and Wildberries orders there is no verification by number.
- Doesn’t write inside Wildberries and Ozon—not a single platform has marketplace chats—and doesn’t respond to reviews: CHBT only counts them and sends a summary by email.
- Does not send photos using the “Message” block to Telegram, MAX and VKontakte - only text and buttons. The photo is in the cards of the AI seller: in Telegram and in the chat on the website.
- The catalog does not let you create or edit products manually or publish them in bulk: the data comes from a feed, file or Wildberries, and products are published one at a time; your own products are created manually in the shop in your bot. The remains of Wildberries are unreadable.
Available plans
The catalog - feed, file, Wildberries key and publication - is collected at any plan, it is shown to the buyer by the AI seller from Basic. Free: 1 bot, 30 different interlocutors per month across all channels together and the signature “Powered by CHBT” in the chat window; to a new buyer over the limit, until the next month, instead of a response, the bot sends the phrase to the owner “We can't reply in this chat right now...”, and his message is not saved. Conditional calculation: if out of 1,000 visitors per month 1–2% write to the chat, that’s 10–20 conversations—enough for testing. Basic — 650 ₽ per month per bot: no limit of conversations and signatures, “Canvas”, operators, broadcasts, AI agent and AI seller, 150 AI credits; The agent's response and the seller's response with the selection cost according to the loan. Business - 1290 ₽, 500 credits, there is a trial day without a card. Comparison - on the page Plans page.
Works with
FAQ
How does the bot know prices and availability?
From the CHBT catalog: store product feed via link (YML, Google Merchant or CSV), CSV, TSV or JSON file or Wildberries seller key. The bot offers only published products, and calls unknown availability “to be confirmed” - this is the case with all Wildberries products: the site does not give out leftovers by key.
Is there a cart and payment in the bot?
Yes, if you turn on the shop in your bot, from the Basic plan: the storefront opens inside the chat in Telegram, as the bot’s mini app in MAX, and by link in VK and on your website, and payment goes to your account via YooKassa or CloudPayments. If your website already takes orders, it is easier to keep them there: the AI seller leads the buyer to the product page with the “Open product” button, and the cash register, stock, delivery and receipts are already set up in your store — copying them into the bot means double bookkeeping.
Will the bot return the abandoned cart?
The bot does not see the contents of the cart. The chat on the site can speak itself on the cart page at the address, after N seconds or when leaving the site (on the computer) and collect a contact. In the messenger, you can remind about an unconfirmed lead with a “Pause” in the script.
What CMS does the catalog work with?
With anyone that provides YML, Google Merchant (XML) or CSV via a permanent link. For 1C-Bitrix, InSales, Ecwid, Tilda, OpenCart, CS-Cart, Shop-Script, MoySklada, RetailCRM, WooCommerce, Shopify and Khoroshopa, the office tells you where to get the link. Without a permalink, the directory is downloaded as a file.
Can I show photos of products in a Telegram bot?
Yes, in AI seller cards (from Basic): in Telegram the product comes with a photo with a signature and an “Open product” button, in a chat on the site - a card with a photo, in MAX and VKontakte - a text with a link. Photos are taken from a YML or Google Merchant feed and from Wildberries, but not from a CSV or file. The “Message” block in instant messengers only sends text and buttons.
The store also sells on Wildberries and Ozon - what will CHBT give?
The Wildberries key brings cards with prices to the same catalog, as well as the number of new orders, reviews and questions - in the account and a summary by email. Ozon has new FBS shipments and reviews. The bot cannot write inside the sites and respond to reviews; the buyer of the site is brought to your Telegram bot by a QR in the insert.
Does the widget work on Tilda and WordPress?
Yes, on any site: one line of code before the closing body tag in the general template. Then everything changes in the account, in the “Widget” section: design, pre-chat, status and schedule, domains, proactive messages. There is no need to update the code on the site.
Selection, leads and support - in one chat
Take the “Online Store” template, install the chat on the site and connect the store feed. Free and without a card, selection from the catalog - from Basic.