How a cosmetics store answers product questions by phone without medical claims
Sado AI team · · 4 min read
In short
On the phone, a cosmetics store says only what the packaging and the manufacturer state: ingredients, skin type, volume, price, expiry date and how to use it. To “will it cure acne?”, “will I get an allergy?” or “is it safe in pregnancy?” it makes no promises: it says the product is a cosmetic, refers the caller to a doctor and offers to read out the ingredients. To “is it original?” it answers only with documents it holds. An AI operator can follow the same rules in Uzbek and Russian.
What callers ask a cosmetics store
Many questions are simple: “What does it smell like?”, “How long does it last?”, “Is it for oily skin?”, “When does it expire?” But some are different: “Will it remove dark spots?”, “Does it help with acne?”, “Can I use it on my child?” Those are about health, not cosmetics. A wrong promise on the phone can harm the customer and damage trust in the shop. So whoever answers the phone should follow one agreed rule: only facts from the pack, and health questions go to a doctor.
What you may say, and what you must not
| You may say | Don’t say |
|---|---|
| Ingredients, from the list on the pack | “This formula treats acne” |
| The skin type the manufacturer states: “for oily skin” | “It will definitely suit your skin” |
| Volume, price, expiry date | “It won’t cause any allergy” |
| How to use it, from the instructions on the pack | “It’s fine to use in pregnancy” |
| Documents the shop holds: certificate, distributor | Promises like “spots gone in a week” |
How to redirect a medical question
- Don’t brush it off: “Good question, I understand.”
- State the limit plainly: “This is a cosmetic, not a treatment.”
- Refer to a doctor: “A dermatologist is the right person to ask about your skin.”
- For pregnancy, breastfeeding or children: “Please ask your doctor about that.”
- Offer what you can do: “I can read out the ingredients” or “I can list products the manufacturer marks for sensitive skin.”
Sample: “will it clear my acne?”
Caller: Hello, you have a niacinamide serum. Will it clear the acne on my face?
Sado: Va alaykum assalom, Nafosat Beauty, Malika speaking. It’s a cosmetic, not a treatment. A dermatologist is the right person to ask about acne.
Caller: I see. What skin is it for?
Sado: The manufacturer says oily and combination skin. It’s 30 ml, 189,000 so‘m, and it expires in December 2027.
Caller: Is there alcohol in it? An alcohol-based product made my face red before.
Sado: Alcohol isn’t listed in the ingredients on the pack. But with skin like that, please check with a doctor before using it.
Caller: All right, I’ll take one.
Sado: Done. If it’s unopened, you can return it within 14 days.
The “is it original?” question
- Say where you buy the stock, if that’s not confidential: an official distributor or the manufacturer.
- If you have a certificate or conformity document, offer to send it on Telegram.
- Show where the batch number and expiry date are on the pack.
- Without documents, never say “100% original”. State your return rule for unopened products.
Handing product questions to an AI operator
Sado answers incoming calls day and night and speaks only from the product cards you give it: ingredients, skin type, volume, price, expiry. It never makes up what isn’t on the card. It handles medical questions as above, saying the product is a cosmetic and referring to a doctor, in the words you choose.
If a caller wants a consultant, your rule transfers the call to staff. Every call’s recording and transcript are in the portal, so you can check what the operator said at any time. More: AI operator for online stores, what an AI voice operator is. Try it live or call 78 778 01 23.
Questions
Can the operator recommend a product by skin type?
Only by the skin type the manufacturer states, from your product cards. If a skin problem comes up, it refers the caller to a dermatologist.
What do we say when a customer asks about allergies?
Read out the ingredients, but never say “there won’t be an allergy”. Suggest that a customer with allergies checks with a doctor before use.
How much do calls cost for a cosmetics store?
Sado charges only for talked minutes: 800 so‘m a minute, with no monthly or setup fee.
Can a customer return a product they don’t like?
Unopened products are returned under the shop’s rules. Whether opened cosmetics can be returned depends on your rules and the consumer protection law: show your rules to a lawyer and say the same thing on the website and the phone.