Bugalou Platform
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Everything you need for great customer service — in one platform
Everything you need for great customer service — in one platform
Customer service is one of the biggest operational challenges for growing webshops. As your order volume increases, so does the number of questions: "Where is my order?", "Can I return this?", "What size should I order?"
Hiring more support staff for every growth stage doesn't scale. An AI chatbot does.
A well-configured AI chatbot can:
In this guide, we walk you through setting up an AI chatbot for your webshop, step by step.
Not all chatbots are equal. Old-school rule-based chatbots (the kind with decision trees and fixed buttons) quickly frustrate customers. Modern AI chatbots are different:
Before configuring anything, write down the questions your chatbot should be able to answer. For most webshops, these fall into categories:
Order & Shipping:
Returns & Refunds:
Product Questions:
Account & Payment:
Collect these questions and write clear, accurate answers. This becomes the knowledge base for your AI.
Modern AI chatbots like Bugalou's AI Agent can be trained on multiple sources:
Your FAQ page — Upload your existing FAQ or connect the URL. The AI reads and learns from it automatically.
Your help center — If you have a help center, connect it as a knowledge source.
Product catalog — Connect your Shopify or WooCommerce store so the AI can answer questions about specific products, stock, and pricing.
Custom documents — Upload PDFs, return policy documents, or shipping guidelines.
Blog posts — Relevant blog content can also be indexed to answer informational questions.
In Bugalou, you add these in AI Agent → Knowledge Feed. The AI processes the content and uses it to generate answers.
Your AI chatbot should sound like your brand, not a generic robot. Configure:
Bot name and personality — Give it a name and define its tone. Friendly? Professional? Casual?
Language — Set the primary language (Dutch, English, or auto-detect).
What it should NOT answer — You can instruct the AI to avoid certain topics or always escalate specific question types (e.g., complaints, legal questions).
Handoff triggers — Define when the bot should transfer to a human: if it can't answer after 2 attempts, if the customer asks for a person, or if certain keywords are detected.
In Bugalou's AI Agent settings, you write these as plain-language instructions — no coding required.
Where should your chatbot respond? The most common setups for webshops:
Website chat widget — Customers on your site get instant answers without leaving the page. Great for pre-purchase questions.
WhatsApp — Customers who reach out via WhatsApp get an AI-powered response. If needed, a human takes over. Read our guide on connecting WhatsApp to Bugalou.
Instagram DM — Your Instagram followers can get answers directly in DMs.
Email — Incoming support emails can be triaged and partially answered by AI.
With Bugalou, one AI Agent works across all channels simultaneously. You configure it once, and it runs everywhere.
Before enabling the chatbot for real customers, test it thoroughly:
In Bugalou, use the Playground feature to test your AI Agent in a sandbox environment before activating it.
An AI chatbot is not a "set and forget" tool. The best webshops continuously improve their bots:
Starting with too little knowledge — A chatbot that can't answer anything is worse than no chatbot. Build a solid knowledge base first.
No escalation path — Always have a way for customers to reach a human. Customers who can't escape a bot loop become frustrated customers.
Ignoring the handoff experience — When the bot transfers to a human, the agent should have the full conversation context. Don't make the customer repeat themselves.
Using it as a blocker, not a helper — The goal is to help customers faster, not to prevent them from reaching you. Transparency builds trust.
Webshops using AI chatbots typically see:
Bugalou's AI Agent is built specifically for webshops and customer service teams. It connects to your Shopify or WooCommerce store, learns from your knowledge base, and works across WhatsApp, Instagram, email, and your website chat.
Setting it up takes less than 30 minutes. No coding, no technical setup.
Founder of Bugalou and e-commerce entrepreneur. As a business owner, I noticed that customer service tools were either unaffordable or so complex you needed an IT department. That frustration led to Bugalou.