Store data, orders and products: what a store bot reads

A bot made from the Онлайн магазин (Online store) template reads your store live: your facts — delivery time, return period, contacts — from Данни за магазина (Store data), orders and products from CDP, and on WooCommerce the current price and stock from the store itself.

Before you start

• The bot is made from the Онлайн магазин template (Your first chatbot).
• Your store is connected in CDP, so its orders and products are there: Connect your online store.

Store data

The card Данни за магазина (Store data) holds what the bot says about deadlines, delivery and contact — the same fields as when you created it (Име на магазина, Адрес на магазина, Валута, Срок за връщане (дни), Срок за доставка (работни дни), Безплатна доставка над, Имейл за поддръжка, Работно време на екипа, Тон).

• Change a value and press Запази (Save). It applies from the next message — in the AI's answers, in the menus and in the questions and answers that use {{shop.…}}.
• Език на бота (Bot language) is locked: Езикът се избира при инсталация — потоците и ЧЗВ са на него. (The language is chosen at creation — the menus and FAQ are in it.)
• Срок за връщане is at least 14 days, the EU right of withdrawal for distance purchases.
• Какво получава AI в момента (What the AI gets right now) shows the facts exactly as the bot receives them.

Bots made before 23 September 2026

A yellow note on such a bot says that some texts still carry the old values. Обнови от шаблона (Update from the template) shows the plan first — each part marked обновява се (updated), добавя се (added), без промяна (no change) or остава (kept, because you edited it) — and Обнови (Update) applies it. Only what is exactly as the template wrote it changes; your edits stay.

Orders

To look up an order the bot needs both the order number and the e-mail it was placed with, and it never shows an order without both. It answers with a card: Поръчка №10432 — Обработва се (Order — Processing), with the total, delivery, payment, dates and items. проверено в магазина (checked with the store) means the data came from the store at that moment.

• The status is the customer's step — the same words for every store platform.
• After 5 unsuccessful lookups in one conversation the bot stops checking and offers a colleague, so nobody can guess orders by trying numbers.
• "My orders" — every recent order of an e-mail — needs the e-mail confirmed with a code: Checking who the customer is.

Products

The bot searches your products by meaning, not only by words — "something warm for the mountains" finds jackets.

• On WooCommerce it then asks the store for the current price, stock and sizes, and on your own site's pages each product has В количката (Add to cart).
• On other platforms it uses the catalogue CDP synced: prices and stock as of the last sync.
• Product cards show the name, price, налична / изчерпана (in stock / out of stock) and Виж (View).

The Съветник (Advisor) skill adds comparing and "bought together": Skills.

The tools the bot may use

Инструменти (Tools) lists the operations of your other services that the bot and its menus may call — find an order, the order's items, "my orders", product searches, a request about an order, a CRM task. The store template switches on what it needs when it creates the bot; a bot without the template starts with none.

Untick one and the bot stops using it — without Поръчка по номер + имейл (Order by number and e-mail) it finds no orders. The operations only read, except those marked с одобрение (with approval), which run after a colleague approves. Запази (Save) applies the list to every bot of the workspace.

The demo store

A bot made with Демо режим (Demo mode) answers from a sample store — 12 products, 6 orders in every status — and only in the dashboard's preview. It never shows on your site and cannot be switched to your real store: create a new bot without demo mode.

If something doesn't work

The bot does not find an order

• The visitor gave the number and the e-mail of a different order, or a typo — the bot needs both exactly.
• The order is not in CDP yet: new orders arrive with the store's sync — Store sync.
• 5 lookups have failed in this conversation; a new conversation can try again.

The price or stock is wrong

On platforms other than WooCommerce the bot uses the last sync — check when CDP last synced your store: Store sync.

Данни за магазина is missing

Only bots made from the Онлайн магазин template have it. A bot without the template takes everything from its knowledge and its instructions: Bot settings.