The assistant can't find a product

The assistant may not find a product if it is not on sale, has no variant with a price, has no stock at the customer's shop, is named differently from what the customer said, or has only just changed in a connected store. Work through these checks in order, and try the question again in the test console after each change.

1. Is the product on sale?

The assistant only offers products that are on sale. Open Products, find the product and check its status is Active. If it is a draft, open it and select Put on sale.

2. Does it have a variant with a price?

A product needs at least one variant with a price before it can be sold. Open the product and check Variants and prices. See Add products, sizes and prices by hand.

3. Is it in stock at the customer's shop?

Stock is kept per location. If the product has no stock at the shop the customer is buying from, the assistant may tell them it is unavailable there. Check the product's stock for that location on the Inventory page.

4. Does the name match what customers say?

The assistant searches your product names and variant names, SKUs and barcodes, and every word the customer used has to appear. If customers ask for "chapati flour" but the product is called "Elephant Atta 10kg", the assistant will not connect the two.

Put the words customers use into the product name, for example "Elephant Atta (chapati flour) 10kg".

5. Did it come from a connected store?

If the product was added or changed in your Shopify, WooCommerce, Square or Lightspeed store in the last few minutes, the change may not have arrived yet. Hapro checks connected stores every 15 minutes; to bring it across straight away, open Settings → Integrations and select Sync now on the store's card. See Which systems Hapro works with.

Still stuck?

Contact support with the product name and what the customer asked, and we will take a look.