E-commerce
July 1, 2026
"The bot says velvet + compact module is OK, but the configurator blocks it." "The AI suggests a workshop workaround." "No one explains why XL + premium finish is greyed out." Three failures where the AI invents a compatibility, promises a workaround, or confuses out-of-stock with a technical rule (#483).
An incompatible options AI chatbot does not replace INCOMPAT-FLOW agents (#483). It reads COMPAT-MAP, explains why_short, proposes alternative_option, reroutes configurator guidance (#482), and manages post-payment handoff.
This guide #484 covers intents bot_incompat_*, flow INCOMPATBOT, and KPI incompat_bot. Pair bot of the INCOMPAT playbook (#483). Distinct from the configurator bot (#482): here, filtering constraints and alternatives before checkout abandonment.
Summary
Why automate incompatibilities using a bot?
An unexplained configurator block leads to immediate abandonment. A calibrated bot responds in seconds with the COMPAT-MAP rule and a clickable alternative.
What the bot solves
Opaque block: greyed-out option without why_short
Requested combo: customer wants A + B, bot offers valid alt
Variant confusion: size/color unavailable vs. technical incompatibility
Silent abandonment: customer leaves without understanding
Kickflip points out that compatibility rules must be exposed in the customer journey (Kickflip, 2026 Configurator).
Baymard points out that an error message without a clickable alternative increases configurator abandonment by 12 to 18% (Baymard, PDP 2025).
What the bot does not do
No workshop workaround (NO-WORKAROUND). No post-pay refund (agents #483). No edit line properties (#481). No invented compatibility outside COMPAT-MAP.
INCOMPATBOT vs INCOMPAT #483 and CFGBOT #482
Three bots, three roles in the configurator journey.
Quick Matrix
#484 INCOMPATBOT: block why alt pre-checkout
#483 INCOMPAT-FLOW: agents postpay escalate unknown combo
#482 CFGBOT: guidance choice price delay
#481 CFG-FLOW: edit post-order
CFGBOT #482 reroutes bot_cfg_incompatible to INCOMPATBOT when COMPAT-MAP block is detected.
Which bot_incompat_* intents should be classified?
Eight intents cover 90% of bot incompat sessions.
Eight bot_incompat intents
bot_incompat_why_blocked: why option is greyed out
bot_incompat_combo_request: customer wants A + B together
bot_incompat_alt_suggest: requests a valid substitute
bot_incompat_variant_oos: size or color out of stock
bot_incompat_vs_stock: confuses out of stock with technical rule
bot_incompat_workaround_ask: requested workaround handoff
bot_incompat_postpay: paid order cancelled handoff #483
bot_incompat_unknown: combo missing map escalate
Tier 1 auto: why_blocked, combo_request, alt_suggest, variant_oos, vs_stock. Tier 2 handoff: workaround, postpay, unknown.
How should COMPAT-MAP #483 be used?
The bot reads COMPAT-MAP #483: compat_code, option_a, option_b, client_label_fr, alternative_option, why_short, rule_type.
Lookup session
IB-3 reads options selected[], blocked_option from configurateur API or cart line properties. Match compat_code. Never any technical reason invented by LLM.
Shared Corpus
Macros INCOMPAT-WHY-01, INCOMPAT-ALT-01 (#483) + /pages/configurator-help RAG bot.
INCOMPATBOT-SUP policy in six rules
Six rules for a safe incompat bot.
COMPAT-MAP grounded: why and alt from map only
NO-WORKAROUND: block workarounds, handoff if insist
ALT always if map: quote alternative_option if defined
VARIANT-REROUTE: stock OOS message INCOMPAT-VAR distinct incompat rule
NO-COMPAT-PROMISE: never "guaranteed compatible" without lookup
POSTPAY handoff: paid order → agent #483
Flow INCOMPATBOT IB-1 to IB-8
Short flow, eight steps.
IB-1 Classify: bot_incompat_* intent
IB-2 Context: options selected, blocked option, PDP or cart
IB-3 COMPAT-MAP: compat_code, why_short, alt
IB-4 Reroute: cfg guide #482, variant notify, postpay #483
IB-5 Respond: TPL-INCOMPATBOT-* grounded
IB-6 Branch: alt link PDP | reset config | handoff
IB-7 Log: intent, compat_code, alt offered
IB-8 Conversion: tag incompat_bot_resolved if checkout continue
Example bot_incompat_why_blocked
TPL-INCOMPATBOT-WHY: "Velvet incompatible with compact module: fabric thickness. Alternative: linen fabric or standard module. [reset config link]"
TPL-INCOMPATBOT and touchpoints templates
Four essential templates.
TPL-INCOMPATBOT-WHY
[A] incompatible with [B]: [why_short]. See /pages/configurator-help.
TPL-INCOMPATBOT-ALT
Valid combo: [options]. [preset configurator link].
TPL-INCOMPATBOT-VAR
Size [X] + color [Y]: temporarily out of stock. Alt: [variant] or restock alert.
TPL-INCOMPATBOT-HANDOFF
Undocumented combo or paid order: transfer to agent within 2 hours. Ref [chat_id].
Touchpoints
Config block UI: "Why blocked?" chip
Config cart: embedded bot on checkout block
Option tooltip: deep link to bot thread
Edge cases and reroutes
Five cases out of tier 1 bot.
Workaround ask: NO-WORKAROUND handoff #483
Post-pay cancel: handoff INCOMPAT-POSTPAY agent
Unknown combo: escalate product ops, no compat inventory
Config bug passed checkout: reroute #481
Guidage choix general: reroute #482
Mixed cart stock + config: incompat on config line only, standard SKU stock via CARTQTY #474 if qty confusion.
Essential bot incompatibility KPIs
Five metrics for monitoring INCOMPATBOT.
incompat_bot_auto_resolve: tier 1 without agent
incompat_bot_pre_checkout_resolve: checkout completed post bot alt
incompat_bot_workaround_violation: NO-WORKAROUND violations, target 0
incompat_bot_alt_accept_rate: % click alternative_option
incompat_bot_postpay_handoff: sessions u2192 agent #483
Monthly review: cross-reference incompat_bot_unknown with escalate tickets #483 to enrich COMPAT-MAP before expanding the LLM corpus.
Anti-patterns INCOMPATBOT
Six common deployment errors.
Inventing compatibility: COMPAT-MAP violation
Promising a workaround: NO-WORKAROUND
Confusing OOS and incompatibility: variant vs rule message
Missing alternative: block without substitute
Duplicating CFGBOT: price/delay guidance outside incompatibility scope
Empty handoff: without options[], compat_code
INCOMPATIBLE with Qstomy
Qstomy on Shopify: classify bot_incompat_*, COMPAT-MAP lookup, alt guided reset, handoff postpay payload options[] compat_code.
Pipeline: #484 block tier 1 → #482 guidance → checkout → #483 postpay if needed.
Explore AI support and request a demo.
Checklist, FAQ and going further
INCOMPATBOT Checklist (8 steps)
Sync COMPAT-MAP #483: Dated RAG bot version
INCOMPATBOT-SUP Policy: 6 guardrails rules
8 bot_incompat_* intents: flow IB-1 to IB-8
4 TPL-INCOMPATBOT-* templates: WHY ALT VAR HANDOFF
UI block Touchpoints: "why blocked" chip
Reroutes: #482 #481 #483
6 scenario tests: why, combo, alt, var oos, workaround block, postpay handoff
KPI Dashboard: incompat_bot_* section 9
FAQ
Bot force combo?
No. NO-WORKAROUND. Valid alt or handoff.
Difference with #483?
#483 agents postpay escalate. #484 bot explain pre-checkout.
Difference with #482?
#482 global guidance. #484 constraints block only.
Going further
p: INCOMPAT Playbook (#483)
p: Config error (#481)
This week: sync COMPAT-MAP, nationalize "Why blocked?" chip, test velour + compact module → alt lin, verify NO-WORKAROUND in staging.
Enzo
July 1, 2026
