One WhatsApp number, built to sell
The bot — named Ahmed — is the primary WhatsApp point of contact for Azizsaif Perfumes across retail, wholesale and international audiences. Its core objective is to increase direct sales on azizsaifperfumes.com by converting enquiries into website purchases, while delivering efficient multilingual support and minimising live-agent dependency.
This document confirms which capabilities from the brief are feasible, partially feasible, or not feasible within the agreed technical architecture, and defines the scope of work AZ Media will deliver.
The verdict, line by line
| Capability / Feature | Status | Notes |
|---|---|---|
| Multilingual customer support | ✓ Feasible | English, Arabic, French and other detected languages |
| Welcome message & name capture | ✓ Feasible | Bot intro as Ahmed; name stored for session |
| Website sales prioritisation | ✓ Feasible | All product responses link to azizsaifperfumes.com |
| Product info lookup (price, notes, description) | ✓ Feasible | Sourced from official website product pages |
| Order number extraction from screenshot | ~ Partial | OCR attempted; text fallback if image unreadable |
| Order lookup & tracking via Shopify | ✓ Feasible | Live Shopify data; tracking link returned |
| Delivery time guidance (country matrix) | ✓ Feasible | Country-wise matrix; total timeline on follow-up only |
| Live Shopify inventory lookup | ✓ Feasible | Real-time stock status including preorder flag |
| Preorder messaging | ✓ Feasible | Fixed approved message triggered when applicable |
| Store info via Google My Business | ✗ Not feasible | GMB API integration not supported |
| Store info via static master file | ✓ Feasible | Client to supply store data; bot routes by emirate/city |
| Wholesale qualification & catalogue | ✓ Feasible | Intent detected; catalogue shared; MOQ explained |
| Distributor file routing | ✓ Feasible | Exact or closest-country match from approved file |
| Unsupported-country distributor routing | ✓ Feasible | Closest-country fallback clearly communicated |
| Competitor product ID from image (OCR) | ~ Partial | Attempted; fallback to brand + name text prompt |
| Competitor product ID from text message | ✓ Feasible | Full matching if a competitor reference list is supplied |
| Similar Azizsaif product recommendation | ✓ Feasible | Matched to similar tone/profile + website link |
| Order modification / cancellation / refund | ✓ Feasible | Detected; routed to live agent Quraysh only |
| Influencer & collaboration routing | ✓ Feasible | Email: collab@azizsaifperfumes.com |
| HR / job application routing | ✓ Feasible | Email: hr@azizsaifperfumes.com |
| Post-purchase retargeting (monthly) | ✓ Feasible | 1-month trigger; repeats monthly; stops on STOP |
| Escalation to live agent with tagging | ✓ Feasible | Tag: Quraysh; email notification; context passed |
| Mandatory disclaimers (verbatim) | ✓ Feasible | All five disclaimers enforced in relevant intents |
Meet “Ahmed”
Identity & voice
Bot name: Ahmed. Voice: professional, helpful, human — never robotic or overly formal.
Primary objective
Prioritise and increase direct sales on azizsaifperfumes.com. Every product interaction — price, notes, best-sellers, competitor matching, retargeting — guides the customer to checkout on the website. Distributor routing is reserved for countries Azizsaif Perfumes does not ship to, or when explicitly requested.
Audience segments
- UAE retail & returning customers
- Oman retail customers
- International / GCC e-commerce customers
- Wholesale buyers
- Distributor & regional partner enquiries
- Influencer & brand collaboration enquiries
- HR & job application enquiries
How each flow works
Multilingual support ✓
Detects the customer’s language and replies in kind across English, Arabic, French and others. No manual toggle; preference is held for the session.
Product information lookup ✓
Returns name, listed price, short description, fragrance notes and the exact product-page URL from the official site. Clarifies when several products match; always ends with a call to action to azizsaifperfumes.com.
Order lookup & tracking ✓
Shopify is the single source of truth. Order number captured by text or OCR from a screenshot; if unreadable, the bot asks for it. Never fabricates order or shipment data.
Delivery time guidance ✓
Uses the approved matrix. For existing orders the shipping country is pulled from Shopify; handling and delivery times are stated separately, with the combined total only on a delay follow-up.
Live inventory & preorder ✓
Checks real-time Shopify stock before confirming. In stock → confirm online + link; preorder → fixed approved message. Never confirms in-store stock from this number.
Store information ✓ (file) / ✗ (GMB)
Google My Business API is not supported, so store info is served from a static master file. The bot asks the emirate/city and returns the nearest branch; for in-store stock the customer calls the branch directly.
Wholesale qualification ✓
Detects intent (“wholesale, bulk, carton, reseller, trade order”), collects name, company, country and quantity, shares the catalogue and states MOQ = 12 pcs per SKU. Best-sellers come from Shopify data, with a minimum 24 units/SKU always reserved for online sales. Pricing negotiations escalate to a human.
Distributor routing ✓
Shares details only from the approved distributor file. For non-serviceable destinations, an exact match is returned if available; otherwise the closest country is shared, clearly flagged. Never invents a distributor contact.
Competitor matching ~ partial
Image OCR is attempted but depends on photo quality; if unreadable, the bot asks for the brand + perfume name in text. Text matching is reliable with a reference list. Suggestions are framed as “similar in scent profile”, with the website link.
Modification / cancellation / refund ✓
All such requests are detected and routed immediately to live agent Quraysh. The bot never approves or processes them; the order number is collected first.
Influencer, collaboration & HR ✓
Collaboration → collab@azizsaifperfumes.com · HR / jobs → hr@azizsaifperfumes.com. The bot routes, it does not evaluate.
Retargeting & escalation ✓
One month after a confirmed purchase, a monthly recommendation cycle begins; STOP opts out permanently. The bot retries up to 3 times before escalating with full context and tagging Quraysh.
What the bot quotes for delivery
| Destination | Handling | Delivery (after dispatch) | Total guidance |
|---|---|---|---|
| UAE | 1 business day | 1–2 business days | Up to 3 days; most within 2 |
| Oman | 1–2 business days | 2–4 business days | 3–6 business days |
| Saudi Arabia | 1–2 business days | 4–5 business days | 5–7 business days |
| Bahrain | 1–2 business days | 6–7 business days | 7–8 business days |
| Kuwait | 1–2 business days | 8–10 business days | 9–12 business days |
| All other countries | 1–2 business days | Up to 14 days | Shared only on a delay follow-up |
By default the bot states handling and delivery separately; the total timeline is shared only when the customer asks about delays.
Out-of-scope & hard limits
| Out-of-scope item | Reason / alternative |
|---|---|
| Google My Business API integration | Not supported. Alternative: static store master file. |
| Guaranteeing exact delivery dates | Approved matrix ranges only, unless present in the order record. |
| Confirming physical in-store stock | E-commerce only; customer directed to call the branch. |
| Approving refunds, cancellations, modifications | Routed to live agent Quraysh; the bot has no approval authority. |
| Inventing product details, prices or stock | All data from the official website and Shopify; unconfirmed data is never shared. |
| Committing to wholesale pricing / discounts | Only approved MOQ and catalogue data; negotiation is human. |
| Legal, medical, financial or unrelated advice | Outside scope; the bot redirects appropriately. |
| Image-based competitor OCR as guaranteed output | Best-effort; text fallback always applied when unreadable. |
Mandatory disclaimers (verbatim)
- Product prices and stock are subject to live availability and may change.
- Store stock availability cannot be confirmed from this customer-service WhatsApp number; please contact the relevant store directly. This number only handles stock information for e-commerce platforms.
- If your order contains one or more preorder items, your entire order is estimated to ship by the end of the month subject to stock availability.
- Delivery timelines are estimates and may vary depending on destination, courier processing, customs, public holidays, and order status.
- If the assistant is unable to fully resolve your request, your conversation may be transferred to a live agent.
Negative list — phrases the bot will never use
- “Guaranteed delivery tomorrow” or any guaranteed-date variant.
- “This item is definitely available in store.”
- “Your refund is approved” — unless verified via the live-agent workflow.
- “I am only a bot, I cannot help you.”
- Robotic phrasing such as “Your request has been successfully registered in our system.”
- Any fabricated product details, prices, stock, order info or distributor contacts.
Knowledge sources & what’s needed before go-live
| Source | Used for | Status |
|---|---|---|
| azizsaifperfumes.com | Product names, prices, descriptions, notes, URLs | Ready — live |
| Shopify | Inventory, orders, tracking, shipping country, purchase dates, retargeting | Ready — API integration required |
| Static store master file | Branch names, addresses, phones, timings (UAE & Oman) | Pending — client to supply |
| Distributor file | Country/region routing & unsupported destinations | Pending — client to supply |
| Wholesale catalogue file | Shared with qualified wholesale buyers | Pending — client to supply |
| Google My Business | Store location / phone / timings | Not feasible — GMB API unsupported |
Client action items
- Store master file — all UAE & Oman branches (name, address, phone, hours).
- Distributor file + explicit list of non-serviceable countries.
- Wholesale catalogue file.
- Competitor product reference list (optional, for reliable text matching).
- Confirm collab@ and hr@azizsaifperfumes.com are active and monitored.
- Shopify API credentials.
- Any approved WhatsApp message templates for outbound / retargeting / escalation.
Feasible as scoped
The large majority of requested capabilities are feasible within the proposed architecture. The only capability not feasible as originally specified is the Google My Business API integration, replaced by an agreed static store master file. Two capabilities — order-screenshot OCR and competitor image identification — are partially feasible with robust text-based fallbacks.