Ten questions in Heliopolis
Nermeen has a perfume and cosmetics shop in Heliopolis. Her WhatsApp asks the same ten questions all day: “Is it original?”, “How long does the scent last?”, “Do you have a tester?”, “Do you deliver to New Cairo?”, “Can I return it if my skin reacts?”, “Till what time are you open?”. She knows every answer by heart, and so does her assistant at the counter. The trouble is that nobody else does, and nobody writes them down.
The first part of the Front Desk answers from her products, prices and stock; see the AI Front Desk on WhatsApp. This second part teaches it what is in Nermeen's head, and what each customer said last time.
What it answers from
It builds your shop's knowledge from what you already have, and answers from it:
- Your answers to common questions, and your notes in Settings → Front desk → What customers ask: returns, testers, allergies, parking, anything you would tell a new employee.
- Your catalogue's descriptions and options (50 ml or 100 ml, the shades).
- Your hours, pickup and the delivery areas, your storefront's details, and your stamp card's rule.
What it could not answer
When a customer asks something your shop's knowledge does not cover, the assistant does not make it up: it says so or hands the conversation to your team, and the question goes on a list for you, the most asked first. You answer it once, and the answer is used the next time anyone asks. A question that does not matter you dismiss. And Try a question shows what the assistant would read for a question before any customer asks it.
It remembers each customer
For each customer it keeps a short summary across conversations: what she prefers (oriental scents, sensitive skin), past issues (a bottle that arrived broken), and open matters (waiting for the 100 ml to come back in stock). Your team sees it on the conversation as “What your AI remembers”.
- Secrets are never kept: card numbers, passwords and codes are taken out before anything is stored.
- You set how long the messages are kept, from 30 to 365 days.
- Forget wipes what it remembers of one customer; Erase removes the customer's conversation. A customer who writes “delete my data” becomes a case for you to act on.
Cases and goals
An open issue — a broken bottle, a wrong shade — becomes a case in Cases, with a brief: what happened, the facts, what was already tried, the actions it proposes, and “urgent” only when the customer's own words show it. The case is assigned to someone, gets a due time, sends a reminder if nobody takes it, and is followed until it is done. The proposed actions are proposals: a replacement or a refund is your team's decision.
- “Call me back” opens a callback case for your team.
- An appointment (a time to collect a big order) is saved as agreed only on the customer's own words: she named the time, or said yes to that exact time.
- Goals: you choose what it may invite customers to — order, book, join the stamp card, leave a review, a call back. At most one invitation per reply, only when it is ready, and a “not now” is respected.
How every reply is checked
- The answer first, in one to three sentences, and one question at a time, in the customer's own language: Egyptian Arabic, English or Franco.
- It says it is the shop's AI when asked, and never pretends to be a person. It never asks for card numbers or passwords, and never offers what your shop does not offer.
- Risky replies get a second check and one repair. A reply that still breaks the rules is never sent: a person on your team takes the conversation.
- A daily budget per shop. Past it, messages are taken in for your team (intake only); nothing is lost.
Voice notes and pictures, and handing a conversation to your team, are explained in voice notes, pictures and the hand-off; the whole feature is on the Front Desk page.
What it does not do yet
• It is coming with the next update, with the Front Desk itself; it is not in your account today.
• It reads only what is in PosMasr: your notes, answers, catalogue and settings, not your Facebook page or your website.
• It never takes a payment; orders stay cash on delivery.
• A case proposes, your team decides. It does not refund, replace or promise anything by itself.
• No campaigns or marketing messages. It answers the customers who write to you.
• It is not in the program on your PC; it is part of PosMasr Cloud.
Which plans include it
| Edition | The AI Front Desk (with all of the above) |
|---|---|
| PosMasr Cloud | An add-on on Business and Chain at 750 EGP a month; included in the 14-day trial |
| The program on your PC | — |
Every plan side by side is on the PosMasr Cloud page.
Quick answers
Do I have to write every answer on the first day?
No. Start with a few notes; the list of questions it could not answer fills in the rest, one answer at a time.
Can it get a price wrong from an old note?
No. Prices are never taken from notes, only from the live catalogue.
Will customers know they are talking to an AI?
If they ask, it says it is the shop's AI. It never pretends to be a person.
A customer wants her data deleted. What happens?
Her message becomes a case; you erase her from the conversation. More on your data in your data is yours.
What happens when the day's budget runs out?
Messages are still taken in for your team to answer; nothing is lost.
Teach it once, it answers every day
The AI Front Desk is coming with the next update. Ask us to tell you the day it is out; meanwhile, start the 14-day trial of Business, no card, and write your products' descriptions: the Front Desk reads them.
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