What Is Product Finder?
Product Finder is a Sales Skill that helps your AI assistant guide shoppers to the right products in your store. When a shopper asks about products — whether they're browsing broadly or looking for something specific — Product Finder searches your catalog and presents the best matches.
Product Finder works in two ways:
Guided Search — For open-ended browsing, the AI narrows down options by asking the shopper follow-up questions based on your product groups (e.g., "What type of shirt are you looking for — long sleeve or t-shirt?")
Direct Product Search — When your instructions reference specific products, the AI finds and shows them immediately without asking extra questions
Both modes display results in the same product carousel your shoppers already know.
How It Works
Guided Search (Browsing)
When a shopper asks a broad product question like "Show me shirts," the AI:
Searches your product groups to find relevant categories
Asks a clarifying question to narrow down options (e.g., "Are you looking for casual or formal?")
Shows matching products in a carousel once the shopper's preferences are clear
This is the default mode and works great for shoppers who are exploring your catalog.
Direct Product Search (Specific Products)
When you write instructions that reference specific products, the AI can now find and display them immediately. For example, if your instructions say:
"When someone asks about gift sets, recommend the Holiday Gift Set."
A shopper who asks "Do you have gift sets?" will see the Holiday Gift Set right away — no follow-up questions needed.
Direct search works by matching the shopper's question against your product names and descriptions to find the most relevant items.
Writing Instructions That Work with Direct Search
Product Finder is most powerful when you give it clear instructions about which products to recommend. Here are examples of effective instructions:
Good instructions:
"When a customer asks about moisturizers, recommend the Ultra Hydrating Face Cream"
"If someone mentions running shoes, show the CloudRun Pro and the TrailBlazer X"
"For anyone looking for gifts under $50, suggest the Candle Gift Set and the Mini Skincare Bundle"
Tips for best results:
Use the exact product name as it appears in your catalog
Be specific about when the AI should recommend each product
You can reference multiple products in a single instruction
Make sure the products you reference are published and in stock — out-of-stock or unpublished products won't appear in results
When Does Each Mode Activate?
Shopper's Question |
Mode Used |
What Happens |
|---|---|---|
"Show me dresses" |
Guided Search |
AI shows product groups and asks follow-up questions |
"I'm looking for something for my mom" |
Guided Search |
AI explores options through conversation |
"Do you have the Holiday Gift Set?" (and your instructions mention it) |
Direct Search |
AI finds and shows the product immediately |
"What moisturizer do you recommend?" (and your instructions reference one) |
Direct Search |
AI shows the recommended product right away |
If a direct search doesn't find a matching product (for example, if the item has been discontinued), the AI will fall back to guided search or let the shopper know the product isn't currently available.
Setting Up Product Finder
Go to AI Training > Sales Skills in your Rep AI Console
Make sure Product Finder is toggled ON
Click Settings to add your custom instructions
Write instructions that reference specific products you want to promote (see examples above)
Test your instructions using Test & Train to verify the AI recommends the right products
Use Cases
Seasonal promotions: "When someone asks about Valentine's Day, recommend the Love Bundle"
Best sellers: "If a customer is unsure what to buy, suggest our best-selling Starter Kit"
Cross-selling: "When someone buys the Face Serum, recommend the matching Moisturizer"
New arrivals: "For customers asking about new products, show the Spring 2026 Collection items"
Who Can Use Product Finder?
Product Finder is available on Sales Assistant and Concierge plans. If you're on a Support Agent plan, upgrade to access this feature.
Troubleshooting
The AI isn't showing the product I mentioned in my instructions
Check that the product name in your instructions matches the name in your catalog exactly
Verify the product is published and in stock — unpublished or out-of-stock products are automatically excluded
Test your instructions in Test & Train to see how the AI interprets them
The AI is asking follow-up questions instead of showing the product directly
Make sure your instructions clearly reference the specific product name
Direct search activates when the AI recognizes that your instructions call for a specific product — try making the instruction more explicit
Product Finder isn't working at all
Confirm Product Finder is toggled ON in AI Training > Sales Skills
Check that your plan includes Sales Skills (Sales Assistant or Concierge)
For additional help, contact our support team or explore our AI Training Guide for more ways to configure your AI assistant.