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Product questions: answers from your own catalogue

Nemma searches your Shopify catalogue, finds the product and replies with price, stock status and a link. The catalogue is public, so Nemma does not need to know the sender to reply.

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How it works
  1. 1
    The customer asks about a product
  2. 2
    Nemma searches your catalogue
  3. 3
    A draft with price, stock and link is ready
  4. 4
    You send - there is no action to approve
Categories: Product questions. All start on Draft.

Names, order numbers, amounts and addresses in the examples are made up and are there to show what it looks like. The rules are not made up: they are the ones Nemma follows.

Example

The customer asks whether a jacket is waterproof

1

The customer's email

Made up
From: Camilla Frost <camilla.frost@example.dk>
Subject: Is the Trail Jacket waterproof?

Hi,

I am looking at the Trail Jacket for a trip to Norway. Is it waterproof, and do you have it in stock?

Regards, Camilla

Nemma reads
Category: Product questionsLanguage: EnglishOne questionTone: neutral
2

Nemma looks it up

Nemma searches your catalogue for Trail Jacket. This is public product data, so no order and no verification of the sender is needed.

What Nemma gets to see
  • Title and link for up to five active products
  • Price, or price range
  • Whether at least one variant can be bought
  • The product description, the first 600 characters
If it does not match

Nemma does not see stock per size, only whether the product can be bought. And it only replies from the description and your skill. If a detail is not there, Nemma is instructed not to guess.

3

Draft

Nemma's draft

Hi Camilla

Thank you for your message. Yes, we have the Trail Jacket, and it can be bought right now: [link to the product]. According to the product description it has a waterproof membrane and taped seams. The price is DKK 1,199.00.

Please write again if you would like to know more, for example about sizes.

Kind regards, Nord Supply Customer Service

This reply was produced with the help of an AI assistant.

The link comes from the lookup in your catalogue. Before Auto-send sends, Nemma checks that the draft only contains links to your own shop or links from the lookup.

Send reply
4

A human approves here

Draft

A product question changes no order and moves no money, so there is no action to approve, only the reply itself. You read, edit and press Send reply.

Auto-send

If Product questions is on Auto-send, Nemma sends the reply without you when nothing stops it. Several questions in the email, an angry customer or a link outside your shop turns the reply into a draft that waits for you.

Every category starts on Draft. You switch on Auto-send per category yourself, and only once the category's skill has been filled in.

The rules

These apply every time

The rules live in the code and not just in an instruction to the AI, so they hold even if an email tries to say something else.

01

Only links from your own catalogue

Before a reply is sent automatically, it is scanned for links outside your shop and for email addresses that are not the customer's. If the scan finds anything, the reply becomes a draft.

02

The reply always goes to the customer

No function in Nemma can take a recipient address as a parameter. The reply is always sent to the sender of the case.

03

Your skill sets the limits

Size guides, materials and what you never want to promise go in the skill for Product questions. The better your descriptions in Shopify are, the better the replies get.

Prerequisites

What it requires, and what Nemma cannot do

Honest about what has to be in place and where the limit is.

What it requires

  • Shopify connected with the read_products permission. If it is missing, Nemma replies without catalogue data.
  • Good product descriptions in Shopify. Nemma uses them as its source.
  • The skill for Product questions filled in, for example with a size guide and tone.

The limits

  • Stock status applies to the product as a whole, not a particular size or colour.
  • Nemma finds at most five products per search and reads the first 600 characters of the description.
  • Questions that the catalogue and your skill do not cover must be answered by a human.
Academy

Read more in the Academy

Short, practical guides, written from the system as it works today.

Connect Shopify
Create a small app in your own Shopify, give it the right permissions, and connect it to Nemma in 3-4 minutes.
The AI cannot find products or swap an item
Two things need extra access in Shopify - here is how to see what the AI may do, and how to give your app the rest.
Categories and skills
Every customer email gets a category, and every category has a skill that decides what the AI may promise. Create your own categories and fill in the skills, so the replies become yours.
Manual, Draft and Auto-send
For each category you decide whether the AI writes, whether the reply waits for you, or whether it is sent automatically - and you can pause all automation with one click.
More solutions

Other emails Nemma takes care of

Order status

"Where is my package?"

See the example

Returns and exchanges

"I would like to send it back"

See the example

Address changes and cancellations

"Can you fix the address before it ships?"

See the example

Try it on your own emails

Connect Shopify and your support address and see the drafts on your own customers' emails. The first 5 days are a trial with up to 50 AI replies: a card is required at signup, but you are not charged until the 5 days are over.

Try free for 5 days
Product questions - Nemma