BigCommerce Bot Knowledge Guide

What is Bot Knowledge for BigCommerce?

Bot Knowledge lets your Velaro bot answer BigCommerce customer questions automatically. Set up your store policies once — the bot answers every customer instantly, 24/7.

Go to Integrations → BigCommerce → Bot Knowledge to get started.

Setting up Q&A for your BigCommerce store

The Bot Knowledge tab shows 8 B2B-focused question templates:

1. Return policy

2. Wholesale or bulk pricing

3. Lead times for orders

4. Minimum order quantity

5. Shipping for large orders

6. Setting up a business account

7. Payment terms

8. Order tracking

To set up:

1. Go to Integrations → BigCommerce → Bot Knowledge

2. Fill in your answers — be specific about your B2B policies

3. Click Save to bot — answers go live immediately

BigCommerce AI Skills

Search Products (bigcommerce_search_products): Bot searches your live catalog, shows price, SKU, inventory level, and availability.

Cart Builder (bigcommerce_create_cart): Bot creates a BigCommerce cart with selected items and returns a direct checkout link. Works for B2B quotes and standard purchases.

Abandoned Cart Recovery (bigcommerce_get_abandoned_carts): Bot finds carts abandoned by a customer email. Use this in a recovery workflow — bot reaches out proactively when a visitor returns.

Apply Coupon (bigcommerce_apply_coupon): Bot applies a discount code to the visitor's cart during the conversation. Great for closing hesitant buyers.

Order Tracking (bigcommerce_get_order): Looks up order status, line items, and shipping info by order ID.

Customer Lookup (bigcommerce_get_customer): Finds customer account, order history, and store credit by email.

Cancel Order (bigcommerce_cancel_order): Cancel a pending or processing order before it ships. The bot verifies the order status first and only cancels if the order hasn't shipped yet.

Get Refunds (bigcommerce_get_refunds): Check refund status and details for an order. Shows refund amounts, reasons, and whether the refund has been processed.

Get Invoices (bigcommerce_get_invoices): Retrieve invoice details for an order — invoice number, total, and line items. Useful for accounting, tax, and B2B billing inquiries.

Update Cart (bigcommerce_update_cart): Change item quantities or remove items from a customer's active cart. Helps with cart adjustments without the customer navigating back to the store.

Get Wishlist (bigcommerce_get_wishlist): View items saved to a customer's wishlist. Use this to suggest purchases or check if a wishlisted item is back in stock or on sale.

Get Shipping Methods (bigcommerce_get_shipping_methods): Get available shipping options and rates for checkout. Helps answer "how much is shipping?" and "when will it arrive?" questions.

Get Store Config (bigcommerce_get_store_config): Get store info including currency, locale, and timezone. Provides context for pricing display and delivery estimate formatting.

Get Categories (bigcommerce_get_categories): Browse the category tree to help customers navigate the catalog. Useful when a customer asks "what do you sell?" or wants to browse by department.

To enable: Bots → AI Training → Skills → BigCommerce.

Abandoned cart recovery workflow

1. Enable the bigcommerce_get_abandoned_carts skill

2. Use the Starter Wizard and select the "Abandoned Cart Recovery" template

3. The bot proactively messages returning visitors with their cart contents

4. If visitor hesitates, bot offers a coupon with bigcommerce_apply_coupon

5. Bot sends checkout link with bigcommerce_create_cart