An AI reply is only as good as what it knows. Ask a general assistant about your shop and it will guess: a price that sounds right, a delivery time that sounds normal, a size you do not stock. For a customer that guess is a promise, and for you it is a problem when the parcel arrives.
The way to get accurate replies is to give the AI your own facts and nothing else to lean on. This guide explains what a reply assistant should read before it writes, how to set up your products, business details and knowledge so the drafts come out right, and what to do when a draft is wrong. The examples use Karobar AI reply drafts, but the same setup habits help with any tool that drafts from your data.
What Karobar AI reads before it drafts a reply
Each time Karobar AI drafts a reply to a customer, it reads a fixed set of your own information, plus the conversation:
- Your business info: business name, industry, description, phone numbers, email addresses, website, branch addresses and the tone you chose.
- Your knowledge sections that are switched on, such as delivery areas, payment options or return rules.
- Your product catalogue, with prices and variants. Stock is described only as available, few left or sold out, never as an exact count. If you have up to 150 products, the whole catalogue is read. Above that, the products that match the customer's message are picked out.
- Your services, if you list any.
- The customer's own orders, with status, payment, total and items, but only when the message is about an order.
- The last 8 messages in the chat, so the draft follows the conversation.
That list is also a map of where a wrong answer comes from. If a draft quotes the wrong price, the price is wrong in the catalogue. If it misses your delivery charge, the delivery details are not in a knowledge section that is switched on. Fixing the source fixes every future draft at once.
Before you start: what drafts need
Drafts cannot be switched on until two things are in place.
- The owner agrees to AI processing. The account owner gives consent for Karobar AI to read the business's messages and information to write drafts.
- Business info is complete. It needs a business name, a description of at least 40 characters, a section about delivery and payment or another knowledge section, and at least one product or service.
These are the minimum. The drafts get noticeably more useful with every real fact you add, so treat the minimum as a starting line, not the finish.
Write knowledge sections for the questions you get every day
Business knowledge is a set of text sections, each with a title and a body. You can switch each section on or off, so seasonal rules (an Eid delivery cut-off, a sale) can be turned off when they no longer apply. Karobar AI can also help tidy the wording of a section.
Write one section per topic, in plain sentences, the way you would explain it to a new team member:
- Delivery: which cities you deliver to, how long it takes, and what it costs.
- Payment: cash on delivery, bank transfer, advance payment, and any rules about each.
- Returns and exchanges: how many days, what condition, who pays for the return.
- Sizing: how your sizes run and how to measure.
- Ordering: what details you need from the customer to place an order.
Put delivery and payment details in a knowledge section that is switched on. That is where drafts look for them.
Import your product catalogue
Most wrong answers about price and size come from a missing or out of date catalogue. In Karobar you can add products one by one in products, or import them in bulk:
- Download the template from the import screen, or use your own sheet. Karobar accepts common column names, including those used by many online store exports.
- Fill in one row per product, or one row per variant. Rows that share the same handle become one product with variants, for example one shirt in small, medium and large.
- Add prices for every product, and a price adjustment for any variant that costs more or less.
- Add images by image link, or embed pictures directly in an .xlsx sheet.
- Upload the file as CSV, TSV or .xlsx. Older .xls files are not accepted for product import, so save them as .xlsx first.
- Check a few products after the import: name, price, variants and images.
Then set your stock in inventory. Stock changes when you record a purchase or edit it by hand, so keep it current. A product that shows as available when it is not leads to a draft that offers it.
A person stays in charge of every reply
Karobar AI writes drafts. A person on your team reads each draft in the inbox, edits it if needed, and sends it. Nothing the AI writes reaches a customer without that step.
Credits. Each AI draft uses credits, metered by the actual usage of that draft rather than a fixed price per reply. If your credit balance reaches zero, no draft is written until you top up; you can still reply by hand. See pricing for plans and credits.
Language. The draft follows the customer's language. Karobar AI can draft in English, Roman Urdu, Urdu, Arabic, German, Malay, Thai and Hindi, so a customer who writes "price kya hai?" gets a draft in Roman Urdu.
Setup checklist
| What to set up | Where | Why it matters |
|---|---|---|
| Business name and a clear description | Business info | Drafts introduce your shop correctly |
| Phone, email, website and branch addresses | Business info | Drafts give the right contact details |
| Tone | Business info | Drafts sound like your shop |
| Delivery and payment rules | A knowledge section, switched on | Answers to the most common questions |
| Returns, sizing and ordering | Knowledge sections, switched on | Fewer "let me check" replies |
| Products with prices and variants | Product catalogue | Correct prices, sizes and colours |
| Current stock | Inventory | Drafts say available, few left or sold out correctly |
| Services, if you offer any | Services | Drafts can describe them |
How to fix a wrong draft
Editing a wrong draft before sending protects that one customer. Fixing the information behind it protects every customer after them. When a draft is off, find which source it came from:
| The draft got this wrong | Check this |
|---|---|
| Price or variant | The product and its variants in the catalogue |
| Says available when it is sold out | Stock for that product or variant in inventory |
| Delivery time or charge | Your delivery section, and that it is switched on |
| Contact details or address | Phone, email and branch addresses in business info |
| An old offer or rule | Switch off the knowledge section that holds it |
| Too formal or too casual | The tone in business info |
After you fix the source, the next draft uses the new information. If the fact is not written anywhere in your business info, knowledge or catalogue, add it. A gap is the most common reason for a vague draft.
Accurate drafts also help after the first reply. If a customer asks about price under a post, comment to DM can move them into a chat, where the draft answers from the same catalogue. For turning that chat into an order, see taking orders from Instagram DMs.