Features
One agent, one brain, every channel.
Grouped by what each part does — the brain, the channels, the revenue engine, and the operation. Deep-link into whatever your review is actually about.
§1
Unified knowledge & RAG
One RAG index built from two source stacks: your website (catalogue, product pages, prices, stock) and your knowledge base (policies, PDFs, terms, ops docs). Every answer is grounded on real data — never invented.
- Website indexing: catalogue pages, prices, stock, published content.
- Document indexing: URLs, sitemaps, PDFs, and pasted text.
- Incremental re-index — editing one Shopify product re-indexes just that product.
- Cross-language semantic search: finds "Backpack" from «شنطة» and vice versa.
- Grounded-answers guarantee — if the knowledge base doesn't cover it, the agent says so and escalates.
- Simulator shows exactly which chunks matched a given customer message.
What it's for
- A returns policy that stays authoritative because the agent quotes it, not paraphrases it.
- A sizing guide the agent cites the correct row from — not a made-up average.
§2
The agentic agent
One conversational agent that both ANSWERS and ACTS. It reads your unified brain, mirrors your customer's language and dialect, and executes real actions — checkout links, order lookups, returns, escalations — across every connected channel.
Example conversation · sample data
- Dialect-aware mirroring: Egyptian, Gulf, MSA, and English in the same inbox.
- Same agent, same memory, every channel — no per-channel bots to babysit.
- Actions, not just replies: issues secure Shopify checkout links, never takes payment itself.
- Live order tracking by order number, with courier and tracking link.
- Conversational returns intake with policy-grounded eligibility.
- Variant resolution by number, price, or name — including Arabic numerals.
What it's for
- A Gulf customer asking about sizing at 2am on a public holiday.
- An Egyptian buyer negotiating on colour, price, and delivery in one thread.
§3
Guardrails & trust principle
The model persuades; the code transacts. Every transactional action — price, stock, checkout URL, currency — is executed by verified code against your real Shopify data, not by the language model. This is the safety principle the product is built on.
- Never invents a price, never invents stock — quotes only from your live catalogue.
- Checkout URL enforced in code, always resolves to your real store.
- Amounts rendered in your store's real currency.
- Workspace-per-store isolation: no cross-tenant reads, ever.
- HMAC-verified webhooks with 24-hour idempotency.
- GDPR endpoints and 48-hour post-uninstall data retention.
- Encrypted credentials at rest, CSRF protection, per-endpoint rate limiting, SSRF guards.
- Hosted on AWS in eu-central-1 (Frankfurt).
What it's for
- A merchant's security review that needs concrete answers, not marketing.
- A privacy officer confirming retention and deletion behaviour.
§4
Channels
One agent, one brain, every door. Trabot is built as an omnichannel platform: WhatsApp and web chat today, Instagram and Messenger rolling out. Channels are doors, not silos — every message lands in the same inbox with the same context.
- Same brain answers on every connected channel.
- Unified inbox: WhatsApp, web chat, Instagram, Messenger — one thread per customer.
- Multi-tenant routing so a workspace's messages never cross into another.
- Meta embedded signup for WhatsApp: your own number, your own WABA.
- Web chat widget for pre-purchase questions on your storefront.
- WhatsAppLive
Your existing WhatsApp Business number, via Meta's official Business Platform.
- Web chatLive
Embed the agent on your storefront for pre-purchase questions and handoff.
- InstagramComing soon
Instagram DMs answered by the same agent, with the same brain.
- MessengerComing soon
Messenger threads land in the same inbox as WhatsApp and Instagram.
What it's for
- A store keeping the WhatsApp number customers already recognise.
- A merchant giving desktop shoppers a chat widget that hands off to WhatsApp on close.
§5
Native WhatsApp Forms
A WhatsApp-specific capability: collect steps compile into a real in-chat Meta form — the customer sees a native form, not a text prompt.
- Smart field-type inference: phone, email, date, textarea.
- Arabic labels preserved end-to-end.
- Publish pipeline with visible status tracking.
- Falls back gracefully: the customer can ignore the form and type instead.
What it's for
- A B2B quote request that collects contact details and delivery city in one form.
- A returns intake that captures order number, reason, and preferred outcome.
Note: Native WhatsApp Forms require your Meta business verification. This is a Meta policy, not a Trabot limitation.
§6
Conversational ordering
The agent guides shoppers from question to secure checkout in one thread — variant selection, quantity, and a Shopify checkout link that the customer completes themselves. Trabot never takes payment.
- Variant resolution by number, price, or name — including Arabic numerals.
- Secure Shopify checkout link, always resolving to your real store.
- Order summary card in the customer's language, in your store's currency.
- Payment stays on Shopify: no card details ever touch the agent.
What it's for
- A shopper who negotiates colour and quantity, then completes checkout without leaving WhatsApp.
- A first-time buyer who is offered the right size and confirms in one tap.
§7
Abandoned-cart recovery
The agent picks up dropped Shopify carts on the customer's channel with a real reply — not just a coupon blast — and stops when the sale completes.
- Webhook-driven detection with per-cart deduplication.
- Phone-number capture from every Shopify field: checkout, customer profile, past orders.
- Configurable multi-step cadence with exactly-once scheduling.
- Auto-cancels remaining steps the moment the order completes.
- Append-only send log so every message is auditable.
What it's for
- A customer left checkout on a payment error and gets a helpful nudge two hours later.
- A buyer completes the cart from the chat thread instead of re-finding your site.
§8
Order & delivery notifications
Ten lifecycle messages sent as approved WhatsApp UTILITY templates, so they work outside the 24-hour customer service window.
- Idempotent per event — a webhook replay never double-sends.
- Phone numbers normalised to E.164 before every send.
- Amounts rendered in your store's real currency.
- Every send is logged with delivery status and Meta template ID.
| Message | Trigger | Status |
|---|---|---|
| Order confirmation | Shopify order/create | Live |
| Payment received | Shopify order paid | Live |
| COD / payment method update | Financial status change | Live |
| Order shipped | Fulfilment created | Live |
| Tracking number + link | Fulfilment tracking added | Live |
| Delivery status change | Fulfilment update | Live |
| Partial shipment | Fulfilment (partial) created | Live |
| Order cancellation | Order cancelled | Live |
| Refund issued | Refund created | Live |
| Invoice link | Order paid | Coming soon |
What it's for
- A customer gets the tracking number as soon as the courier scans the parcel.
- A COD order update reaches the customer without them having to check the site.
§9
Marketing tools
Merchant-initiated broadcasts and notification tuning, with a template builder that keeps you inside Meta's approval rules.
- Notification toggles with live Arabic preview bubbles.
- Blueprint-driven template builder: correct variables, UTILITY vs MARKETING category, live preview, approval status.
- Merchant-initiated broadcasts to opted-in audiences.
What it's for
- A campaign to a segment of past buyers announcing a new drop, sent through an approved template.
- A merchant tweaking utility copy without breaking template approval.
§10
Flows & procedures
A step-based visual editor for the moments where the conversation needs to follow a specific script — quotes, gated forms, verification, escalations.
- Nodes for collect, message, API call, condition, extract, and confirm.
- AI flow builder from plain language: describe the flow, get validated JSON.
- One-click undo and full JSON validation so a bad edit can't ship.
- Per-flow "the agent must use this" toggle — deterministic when it matters.
- Simulator with knowledge-base match diagnostics per turn.
What it's for
- A returns flow that verifies order number and reason before creating a ticket.
- A quote flow for a made-to-order product that collects size and colour and hands off.
§11
Team inbox
Every channel lands in one inbox. Every thread the agent didn't finish arrives with full context, so a real person can pick up without asking the customer to repeat themselves.
- Unified tickets across WhatsApp, web chat, Instagram, Messenger — one thread per customer.
- Reply to any connected channel directly from the dashboard.
- Canned responses for the repeating asks.
- Persisted read state and desktop notifications so nothing gets buried.
What it's for
- A customer service lead handling escalations in one pane, without switching apps.
- A store owner catching high-value threads before they cool off.
§12
Analytics & logs
The numbers that answer "is the agent earning its keep?" — plus a filterable activity log for when you need to see exactly what ran.
- Conversations, orders assisted, carts recovered, and revenue.
- Collapsible technical detail per metric — the reasoning is always inspectable.
- Activity log of every flow run, every notification send with failure reason, and every webhook event.
- Filter by time range, channel, and outcome.
What it's for
- A monthly review that tells you which flows converted and which stalled.
- A support engineer tracing why a specific message didn't send.
§13
Not shipped yet
Being honest about the roadmap. These are actively being built and are not live today.
- Instagram and Messenger channels — rolling out, not live today.
- Consent-gated marketing automations: welcome series, win-back, price-drop, restock alerts.
- Automatic overage invoicing (metering is live; invoicing is rolling out).
- Invoice-link notification template.
- Live carrier delivery states beyond the initial "shipped" event.
- Zid integration.