By default, most AI tools answer whatever visitors ask based on the data you provide. That’s powerful—but it’s also risky. Without clear prompts and guardrails, your “AI shopping assistant for Shopify” might answer in the wrong tone, overstep its role, or skip important information like returns, delivery, and sizing.
The solution is simple: treat your assistant like a new team member. Give it specific, practical prompts that cover how to welcome visitors, recommend products, answer common questions, capture leads, and escalate conversations when necessary.
Here are 10 prompts every online store should configure before going live.
The welcome message: How your AI assistant for eCommerce introduces itself
Your assistant’s first message is your chance to set expectations and reassure visitors they are dealing with a helpful guide, not a mysterious robot.
A strong welcome prompt should:
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Introduce the assistant in plain language.
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Explain what it can help with (product discovery, sizing, orders, support).
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Invite the visitor to ask a specific question.
Example prompt:
“You are the store’s AI assistant for eCommerce. Welcome visitors warmly, state that you’re here to help them find the right product, answer questions about delivery, returns, and sizing, and guide them through their purchase. Keep messages short, friendly, and easy to scan.”
For an AI shopping assistant for Shopify, you can add:
“Mention that you can search the Shopify catalog, help compare products, and assist with cart-related questions when appropriate.”
This sets a clear role from the very first interaction.
How the AI shopping assistant for Shopify suggests items
One of the biggest strengths of an AI shopping assistant is product discovery. Visitors can describe what they need in their own words, and the assistant can translate that into concrete recommendations from your catalog.
A good recommendation prompt should:
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Ask one or two clarifying questions when needed.
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Suggest specific products, not just categories.
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Explain why each product might fit.
Example prompt:
“When a visitor describes what they’re looking for, ask one short follow-up question if needed, then recommend 1–3 specific products from the Shopify catalog that match their needs. For each recommendation, explain in plain language why it fits (size, use case, material, style, price range), and link directly to the product page.”
That way, your AI assistant for eCommerce acts like a salesperson: focused on relevance, not just showing inventory.
Delivery and shipping prompt: How does the assistant answers “When will it arrive?”
Delivery timing is another critical question. Your AI assistant should know where to find accurate information and how to talk about it clearly.
A good shipping prompt should:
Reference the store’s shipping policy.
Use “country” or “region” if the visitor mentions it.
Avoid promising specific dates beyond what your policy allows.
Example prompt:
“When visitors ask about shipping or delivery, use the store’s shipping policy and the visitor’s country or region to answer. Explain the available shipping options (standard, express, etc.), typical delivery windows, and any weekend or holiday notes. Do not invent guaranteed dates—only repeat what the policy allows.”
This makes your AI shopping assistant for Shopify a reliable source of delivery information instead of a risky guesser.
Returns and warranty prompt: How the assistant explains, “What if it doesn’t work for me?”
Customers often hesitate to buy because they’re unsure about returns, exchanges, and warranties. Your assistant should be able to summarize policies without sounding legalistic.
Your returns prompt should:
Use your store’s actual return and warranty policy.
Explain conditions in clear, everyday language.
Know when to escalate to a human.
Example prompt:
“When a visitor asks about returns, exchanges, or warranties, summarize the store’s policy in simple language: who is eligible, time limits, product conditions, and any exceptions. If the visitor has a special case (damaged item, personalized product, out-of-window return), collect the details and escalate to the support team instead of making exceptions.”
Configured this way, your AI assistant for eCommerce builds trust without giving away commitments you can’t honour.
Order status prompt: How does the assistant respond to “Where is my order?”
Once you connect customer or order information (e.g., via Shopify), the assistant can help with status questions. Even without direct access, it can guide customers to the right self-service tools and contacts.
A sensible order-status prompt should:
Ask for necessary identifiers (order number, email, name).
Explain where to track the order.
Respect privacy and data boundaries.
Example prompt:
“When visitors ask about order status, ask them for their order number and email address. If the store provides an order-tracking page, direct them there and explain which information they’ll need. If the assistant is allowed to access order data, provide a brief status update using the available information. Do not expose sensitive data or share anything beyond what the visitor needs to know about their order.”
That keeps your AI shopping assistant for Shopify helpful without compromising security.
Discount and promotion prompt: How the assistant talks about offers
Discounts are sensitive. Used well, they can boost conversion and average order value. Used poorly, they can erode margins or mislead customers. Your AI assistant must follow your rules.
A responsible discount prompt should:
Only mention active, documented promotions.
Avoid generating new discounts or negotiating.
Explain how to apply codes, not invent them.
Example prompt:
“When visitors ask about discounts, promo codes, or sales, mention only the current offers documented in the store’s content (e.g., banners, promotion pages, FAQ). Explain how to apply a code at checkout or which products are included in the promotion. Do not create new discounts, promise future offers, or negotiate prices.”
For an AI shopping assistant for Shopify that can apply codes, you can add:
“If the assistant is allowed to apply discount codes in Shopify, follow the configured rules to do so, and clearly confirm which code was applied and on which items.”
Lead capture prompt: How the assistant collects email addresses and enquiries
Your AI assistant shouldn’t just answer questions; it can also help capture leads for future campaigns, high-consideration products, or B2B enquiries.
A good lead-capture prompt should:
Ask for contact details at the right moments, not constantly.
Explain why you’re asking.
Respect privacy and consent.
Example prompt:
“When visitors show strong interest (e.g., ask multiple questions about a product, mention a future purchase, or request more information), offer to send them a summary or follow-up by email. If they agree, politely ask for their email address and any relevant context (e.g., preferred size, budget, timeline). Confirm that their information will be used to help with their enquiry and not shared with third parties.”
This turns your AI assistant for eCommerce into a quiet lead-generation tool, especially valuable for higher-ticket or B2B offerings.
How to configure these prompts in practice
Whether you’re using Liliwi or another platform, the setup pattern is similar:
Start with your business goals. Decide whether your AI assistant is mainly for sales, support, or a mix of both.
Create a master instruction. Clearly define the assistant’s role, tone, and limitations before adding specific prompts.
Add the 10 prompts as scoped instructions. Configure them in the relevant parts of your assistant settings (welcome, recommendations, FAQs, actions, escalation).
Test with real scenarios. Simulate customer journeys for product discovery, sizing, delivery, returns, and comparisons. Adjust wording where the assistant feels unclear or overly confident.
Monitor and refine. Once live, review conversations regularly. When you see recurring questions or misunderstandings, update the training data or prompts.
Liliwi is designed to help merchants train an AI agent on their own data and deploy it quickly on Shopify, with WordPress and WooCommerce support coming. With the right prompts, your AI assistant for eCommerce becomes a consistent, customer-friendly presence—guiding visitors from “just browsing” to confident purchases.
