What customers get
- Products: several products go out as a swipeable carousel (up to 10); one product as a card with a button to its page.
- Orders and tracking: a card with “Track package”.
- Returns: a card with “Start your return” when you use a returns portal.
- Suggested replies: buttons or a list to pick from.
- “Talk to a person”: tapping it hands the conversation to your team at once.
Confirming an order change with a tap
When Aide offers an order action, such as cancelling an order, the customer gets yes and no buttons. A yes runs it, as long as the shopper is still verified for that order. On a topic set to Draft for review, a yes sends it to a teammate instead. Either way, Aide tells the customer what happened.Ratings
“Did that solve it?” and satisfaction ratings are asked with buttons, and the tap is recorded without another reply. On WhatsApp the rating is a five-option list; on Messenger it’s Meta’s own feedback form, which needs your store’s privacy policy link; on Instagram it’s quick replies.Sharing an email or phone number
A Messenger customer Aide can’t yet match to your store gets buttons to share their email or phone number (phone only on Instagram), with a line saying they’re for finding their orders. Tapping one fills it in from their Meta account and counts as verified. A typed address goes through the usual check.Good to know
- When Aide is about to answer, the customer sees their message marked seen and Aide typing. This never happens in shadow or for your team’s replies.
- If an app refuses a rich message, Aide sends the same content once in a simpler form, so the customer always gets the answer.
- A tap on an expired offer, or on a button from another conversation, is read as ordinary text.
- In the conversation, your team sees what the customer actually got under each Aide reply, with the option they tapped ticked.