01
The first match is not a decision
A product name, dimension or photo can narrow candidates. Code, variant, unit, eligibility and inventory are verified in the authorised catalogue source before a result is presented as certain.
Product Search on WhatsApp: How Does a Customer Reach the Right Item?
How everyday customer language can be matched to the correct catalogue record, which questions resolve ambiguity and when the workflow should avoid claiming certainty.
Prepared by İrfan AksoyPublished Updated
Operational Guide
Product Search on WhatsApp: How Does a Customer Reach the Right Item?
How everyday customer language can be matched to the correct catalogue record, which questions resolve ambiguity and when the workflow should avoid claiming certainty.
02
Ask the discriminating question
When several candidates remain, one distinguishing question about size, use, connection type or brand is better than sending a long list.
03
Verify price and availability separately
Once an item is found, account price and available inventory are read under separate rules. A catalogue match does not mean commercial eligibility.
04
Uncertainty goes to the team
If photo quality, catalogue gaps or technical compatibility remain uncertain, the workflow does not guess; it hands the conversation context to the appropriate team.
Product evidence
The conversation on the right is illustrative; it shows the intended flow, not a customer claim or result.
Pre-live validation
Source data, permission limits, repeated requests, failed writes and agent handoff are validated together before launch.
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