Start with the exact option the shopper needs
Questions such as “Is this available in medium and black?” or “Which finish is still in stock?” require the assistant to identify the requested product, option, and current context before answering.
Use variant-level product information
Useful answers depend on connected variants, option names, availability, product details, and merchant rules. A product title alone is not enough when the decision depends on size, color, material, or configuration.
Handle unavailable options without guessing
If the requested combination is unavailable, the assistant can say so and offer a connected alternative only when the catalog supports it. It should not invent future stock, substitutions, or delivery dates.
Keep fit and compatibility within the source data
Size guidance and compatibility claims should come from merchant-provided charts, dimensions, specifications, or policies. When an important condition is missing, ask a clarifying question or direct the visitor to the approved human route.
Test the catalog questions that cause hesitation
Before launch, test sold-out combinations, similar option names, products with many variants, region-specific availability, and questions that combine size with delivery or returns.
Connect the exception path
When the connected data cannot support an answer, preserve the conversation context and let the merchant decide whether an operator should review the exception.
