Discover
Conversational AI
Matches buyer messages to real catalogue data in real time. Does not invent commercial facts — prices, stock, availability. When a question falls outside its knowledge, it hands the conversation to a human.
The problem
Merchants can't manually respond to every buyer enquiry instantly. Generic chatbots often fabricate product details or fail to match specific items. Buyers receive inconsistent or incorrect information.
Who uses it
- ·Merchants with a published product catalogue
- ·Sellers with high buyer enquiry volume
- ·Businesses operating across channels (WhatsApp, Instagram)
- ·Sellers who want human handoff for complex queries
What it does
Specific functions
Catalogue matching
Parses buyer messages for product intent and matches against published catalogue records.
Fact-safe responses
Only shares prices, stock and availability from the actual catalogue. Never invents commercial data.
Cart drafting
Can draft a cart from matched products for buyer review before submission.
Human handoff
When a question cannot be answered from catalogue data, the conversation is transferred to the merchant inbox.
Merchant customisation
Tone, welcome flow and response templates can be configured per merchant account.
Step-by-step scenario
Three blue chairs — illustrative example
Illustrative example. All figures fictional.
1
Buyer sends enquiry
"Do you have three blue chairs?" — AI receives message on configured channel.
2
Catalogue lookup
AI searches published catalogue for blue chairs. Matches: Everyday Chair, Blue variant, ₦20,000, 12 in stock.
3
AI presents match
"Everyday Chair in Blue is ₦20,000 each — 12 available. Would you like to add 3 to your cart? That would be ₦60,000 before any discounts."
4
Buyer asks about delivery
"Can I get them delivered by tomorrow?" — AI does not have delivery timeline data in catalogue.
5
Handoff initiated
AI responds: "I don't have delivery timeline information for tomorrow — let me check with the team." Conversation transferred to merchant inbox.
6
Merchant responds
Merchant sees full conversation context in inbox and responds with delivery details.
Conversation illustration
Live conversation · Illustrative example
Do you have three blue chairs?
📦
Everyday Chair — Blue
₦20,000 · 12 in stock
Catalogue match
Flur AI
Everyday Chair in Blue is ₦20,000 each — 12 available. Would you like to add 3 to your cart? That would be ₦60,000 before any discounts.Can I get them delivered by tomorrow?
Flur AI
I don't have delivery timeline information for tomorrow — let me check with the team.Handoff initiated
AI does not have delivery timeline information. Conversation transferred to merchant inbox.
Merchant will respond shortly.
Controls, approvals and outcome states
AI handling
Conversation is within AI's knowledge. Responding from catalogue data.
Catalogue match found
Product identified. Details drawn from published record only.
Cart drafted
AI has assembled a cart from matched items for buyer confirmation.
Handoff — merchant needed
Question outside catalogue data. Transferred to inbox for human response.
How this differs from Inbox & Handoff
Conversational AI
- ✓Handles initial buyer enquiries automatically
- ✓Matches to catalogue data
- ✓No merchant involvement unless handoff needed
- ✓Runs 24/7 without merchant online status
Inbox & Handoff
- –Merchant-facing view of conversations
- –Receives handoff threads with full context
- –Merchant drafts and sends responses
- –Supports templates and team routing
Frequently asked questions
Can AI override inventory levels?
No. Conversational AI reads published catalogue data — it cannot change stock counts, prices or availability. Those are controlled by the merchant through the catalogue.
Does AI always respond correctly?
Not guaranteed. When a question falls outside catalogue data or is ambiguous, AI will initiate a human handoff rather than fabricate an answer. Merchants should review handoff frequency to identify recurring gaps.
Can merchants customise the AI's behaviour?
Yes. Merchants can configure tone, welcome messages and response templates. Specific customisation options depend on your plan.
Does AI work across all channels?
AI operates on the channels configured in your Flur account. Not all channel providers support the same capabilities. Check your channel configuration for details.
Can the AI confirm a booking or payment?
No. AI can surface service availability and draft a booking request, but confirmation and payment are separate steps requiring merchant action.
Related features
See Conversational AI in action
Connect your catalogue and let buyers ask questions in plain language.
Try the demo