Chatbot — Customer Scenarios

Customer Chatbot Scenarios — 12 Flows

Complete AI conversation trees covering browse, order, pay, track, dispute, and account support.

Zero Escalation AI-Powered

Browse & Find Services

Discover services matching needs

Browse

Place an Order

Complete order placement

Order

Track Order Status

Check progress & milestones

Track

Late / Not Delivered

Report overdue delivery

Issue

Request Revision

Request changes to delivered work

Revision

Cancel Order

Cancel with refund calculation

Cancel

Request Refund

Initiate refund request

Refund

Open Dispute

File quality dispute with evidence

Dispute

Payment Issues

Resolve payment problems

Payment

S10

Account Help

Resolve account issues

Account

S11

Referral Program

Learn and use referral program

Engage

S12

Contact Support

Escalate to human agent

Support

Pre-Order Discover services matching needs

Greeting Need Browse / Search / Popular Results View Profile

WASLA Assistant

Online

AI-Powered

Hi! 👋 Welcome to WaslaWork. How can I help?

10:00 AM

Find a Service

10:01 AM

How would you like to search?

10:01 AM

Browse Categories

10:02 AM

Our top categories:

🎨 Design & Creative

💻 Development & IT

✍️ Writing

📣 Marketing

🎥 Video

💼 Business

🤖 AI & Data

🎵 Music & Audio

10:02 AM

Design & Creative

10:03 AM

Top-rated Design pros:

🎨 Design & Creative

Ahmed — Logo Design · Jeddah 🇸🇦 · ⭐4.8 · SAR 500-2,500

Nora — Brand Identity · Riyadh 🇸🇦 · ⭐4.9 · SAR 800-3,000

Emir — Full Brand · Sarajevo 🇧🇦 · ⭐4.7 · SAR 1,200-5,000

Tap a name to view full profile.

10:03 AM

Turns: 6 | Resolution: Automated | ● Zero Escalation

WASLA AI Chatbot

Order Complete order placement

Greeting Service Package Requirements Summary Confirm Created

WASLA Assistant

Online

AI-Powered

I'll help you place an order! Which service?

11:00 AM

Ahmed's Logo Design

11:01 AM

Ahmed's packages:

📦 Logo Design Packages

Basic: SAR 500 — 1 concept, 2 revisions

Standard: SAR 1,200 — 3 concepts, 5 revisions

Premium: SAR 2,500 — 5 concepts, unlimited revisions + source files

11:01 AM

Standard

11:02 AM

Please share your requirements (brand name, style, colors, etc.)

11:02 AM

Modern logo for 'Brew Lab' coffee shop. Minimal, brown/cream.

11:03 AM

Order summary:

📋 Order Summary

Service: Logo Design — Standard

Vendor: Ahmed Al-Rashidi

Price: SAR 1,200

Delivery: 5 days

🔒 Escrow protected

11:03 AM

✅ Confirm & Pay

11:04 AM

✅ Order #WW-2450 created! Payment secured in escrow. Ahmed starts within 24h.

11:04 AM

Turns: 7 | Resolution: Automated | ● Zero Escalation

WASLA AI Chatbot

Order Check progress & milestones

Greeting Order# Status Card Actions

WASLA Assistant

Online

AI-Powered

Track your order — share the order number.

1:00 PM

#WW-2450

1:01 PM

Your order:

📦 Order #WW-2450

Service: Logo Design — Standard

Vendor: Ahmed Al-Rashidi

Status: In Progress (40%)

Current: Initial concepts — Due Feb 25

Next: Revisions — Due Feb 27

1:01 PM

Ahmed is working on your concepts. Delivery by Feb 27.

1:01 PM

Turns: 4 | Resolution: Automated | ● Zero Escalation

WASLA AI Chatbot

Issue Report overdue delivery

Greeting Order# Check OnTime / Overdue Contact / Extend / Cancel / Dispute

WASLA Assistant

Online

AI-Powered

Report a delivery issue — share the order number.

2:00 PM

#WW-2398

2:01 PM

Checking...

⚠️ Order #WW-2398

Service: Website Development

Vendor: Khalid S.

Due: Feb 18 — 3 DAYS OVERDUE

Status: Overdue

2:01 PM

This order is 3 days overdue. Your options:

2:01 PM

Contact Khalid

2:02 PM

✅ Automated reminder sent. If no response in 24h, you can cancel for a full refund.

2:02 PM

Wait

2:03 PM

I'll notify you when Khalid responds. 📱

2:03 PM

Turns: 6 | Resolution: Automated | ● Zero Escalation

WASLA AI Chatbot

Post-Delivery Request changes to delivered work

Greeting Order# Status Describe Check Count Submit Notified

WASLA Assistant

Online

AI-Powered

Need revisions? Share the order number.

3:00 PM

#WW-2450

3:01 PM

📦 Order #WW-2450 — Logo Design

Status: Delivered ✅

Revisions used: 2 of 5

Remaining: 3

3:01 PM

You have 3 revisions left. Describe what needs changing.

3:01 PM

Font too thin — try bolder typeface. Make icon slightly larger.

3:02 PM

Revision summary:

📝 Revision Request

Change 1: Bolder typeface

Change 2: Larger icon

After this: 2 revisions left

3:02 PM

✅ Submit

3:03 PM

✅ Sent to Ahmed. Updated delivery in ~2 days.

3:03 PM

Turns: 6 | Resolution: Automated | ● Zero Escalation

WASLA AI Chatbot

Order Cancel with refund calculation

Greeting Order# Details Policy Confirm / Keep Refund

WASLA Assistant

Online

AI-Powered

Cancel an order? Share the order number.

4:00 PM

#WW-2403

4:01 PM

📦 Order #WW-2403

Service: Content Writing

Vendor: Nora M.

Status: In Progress (25%)

Amount: SAR 800

4:01 PM

⚠️ Cancellation policy:

Before work → Full refund

Work started → Partial (based on %)

After delivery → No cancel

25% complete → 75% refund (SAR 600). Proceed?

4:01 PM

Yes, Cancel

4:02 PM

✅ Cancelled!

💵 Refund Details

Refund: SAR 600

Method: Original payment

Timeline: 3-5 days

Ref: #CAN-0891

4:02 PM

Turns: 6 | Resolution: Automated | ● Zero Escalation

WASLA AI Chatbot

Payment Initiate refund request

Greeting Order# Eligibility Eligible / Not Process

WASLA Assistant

Online

AI-Powered

Refund request — share the order number.

5:00 PM

#WW-2410

5:01 PM

📦 Order #WW-2410

Service: SEO Audit

Completed: Feb 15

Amount: SAR 1,500

Refund window: 7 days (expires Feb 22)

Eligible: ✅

5:01 PM

You're eligible. Reason?

5:01 PM

Not As Described

5:02 PM

Refund:

💵 Refund Details

Amount: SAR 1,500

Method: Original payment

Processing: 3-5 days

5:02 PM

✅ Confirm Refund

5:03 PM

✅ Refund initiated. Ref: #REF-1022. Arrives in 3-5 days.

5:03 PM

Turns: 6 | Resolution: Automated | ● Zero Escalation

WASLA AI Chatbot

Issue File quality dispute with evidence

Greeting Order# Type Describe Evidence Filed Timeline

WASLA Assistant

Online

AI-Powered

File a dispute — share the order number.

6:00 PM

#WW-2401

6:01 PM

What's the issue?

6:01 PM

Quality

6:02 PM

Describe the quality issue.

6:02 PM

Website looks nothing like agreed mockups. Wrong colors, broken mobile.

6:03 PM

Upload evidence? (Screenshots, files — up to 5, 10MB each)

6:03 PM

Upload Now

6:04 PM

Send your files now.

6:04 PM

📎 screenshot-mockup.png
📎 screenshot-actual.png

6:05 PM

✅ Dispute filed:

⚠️ Dispute #DSP-0235

Order: #WW-2401

Type: Quality

Evidence: 2 files

Status: Under Review

6:05 PM

Both parties have 48h to respond. Resolution: 3-5 business days.

6:05 PM

Turns: 8 | Resolution: Automated | ● Zero Escalation

WASLA AI Chatbot

Payment Resolve payment problems

Greeting Type Failed / Double / Pending / Escrow Check Resolution

WASLA Assistant

Online

AI-Powered

Payment issue? What happened?

7:00 PM

Payment Failed

7:01 PM

❌ Payment Failed

Transaction: Feb 20, 2:34 PM

Amount: SAR 1,200

Card: Visa ****8832

Status: Failed ❌

Reason: Insufficient funds

7:01 PM

Options:

7:01 PM

Different Card

7:02 PM

Update payment in Settings → Payment Methods. Order held for 24h.

7:02 PM

Turns: 5 | Resolution: Automated | ● Zero Escalation

WASLA AI Chatbot

Account Resolve account issues

Greeting Type Login / Reset / Profile / Verify / Delete Resolution

WASLA Assistant

Online

AI-Powered

Account help — what do you need?

8:00 PM

Reset Password

8:01 PM

Send reset link via:

8:01 PM

8:02 PM

✅ Reset link sent to f***a@email.com (expires in 30 min).

Next Steps

Open email from WASLA

Click Reset Password

Enter new password

8:02 PM

Done

8:03 PM

You're all set! 🔒

8:03 PM

Turns: 5 | Resolution: Automated | ● Zero Escalation

WASLA AI Chatbot

Engagement Learn and use referral program

Greeting Info How / Referrals / Redeem / Share Details Link

WASLA Assistant

Online

AI-Powered

Referral program! 🎉

🎁 Your Referral Status

Earn: 500 pts per referral

Value: 500 pts = SAR 50

First referral: 2x bonus!

Your balance: 1,500 pts (SAR 150)

9:00 PM

How It Works

9:01 PM

How Referrals Work

Share your unique link

Friend signs up + first order

You earn 500 points

Redeem for credits or cash

Your link: wasla.com/ref/FZ-8821

9:01 PM

Share WhatsApp

9:02 PM

Opening WhatsApp share... Link copied! 📋

9:02 PM

Turns: 5 | Resolution: Automated | ● Zero Escalation

WASLA AI Chatbot

Support Escalate to human agent

Greeting Topic Availability Connect / Offline Confirm

WASLA Assistant

Online

AI-Powered

Connecting you to support. Topic?

9:30 PM

Technical

9:31 PM

Existing ticket?

9:31 PM

No — New

9:32 PM

Describe the issue briefly.

9:32 PM

App crashes when uploading files in chat

9:33 PM

🎫 Ticket Created

Ticket: #TKT-4521

Category: Technical Bug

Priority: Medium

Status: Awaiting Agent

9:33 PM

🕑 Support Availability

Hours: Sun-Thu 9AM-6PM AST

Status: ✅ Available

Wait: ~5 min

9:33 PM

Agent joining shortly. You're #2 in queue.

9:33 PM

Turns: 7 | Resolution: Escalated | ● Agent Handoff

WASLA AI Chatbot