Question 1

How does SmartReply answer order-status questions?

Accepted Answer

When a shopper asks where their order is, SmartReply replies with the status you share or track for that order, along with the tracking link. It is not a calendar; it reads from the order details you connect, so customers get an instant answer instead of waiting on email.

Question 2

How does it know my products, stock and prices?

Accepted Answer

You point SmartReply at your product catalogue, website and any PDFs you have. It answers questions about stock, sizes and prices from those sources, so shoppers get accurate answers rather than guesses. When you update a price or restock, it refreshes on a schedule.

Question 3

Can it answer shoppers in other languages?

Accepted Answer

Yes. SmartReply detects the language of each message and replies in the same one, so a shopper writing in German, Turkish or French gets a fluent answer with no setup on your side.

Question 4

What about refunds or disputes?

Accepted Answer

For anything that needs a human, such as a refund request, a dispute or a damaged item, SmartReply flags the conversation to your team on Telegram. A real person takes over from their phone, and the AI steps aside until the chat is resolved.

Question 5

Do I need to change my WhatsApp number?

Accepted Answer

No. SmartReply connects to your existing WhatsApp Business number, so returning shoppers keep messaging the number they already know. Nothing changes for your customers.

Question 6

Does it work for more than one store?

Accepted Answer

Yes. You can run SmartReply for a single shop or several brands, each with its own catalogue, shipping and returns rules. Talk to us about multi-store setups on the Agency plan.

Question 7

Is this the official WhatsApp, or a third-party app?

Accepted Answer

It is the official WhatsApp Business Platform. SmartReply is a registered Meta Tech Provider and connects your own number through Meta's official Cloud API. There is no third-party reseller between you and your shoppers.

Question 8

Can my whole team handle chats, not just the AI?

Accepted Answer

Yes. You can add multiple operators who reply from Telegram, route different topics to different people, set roles and first-response targets, and the first available person takes each chat. The AI handles the routine and steps aside whenever a human joins.