E-commerce
June 29, 2026
When a customer asks a question about an allergy or dietary restriction, the response must be accurate and cautious. A vague statement can have real consequences, especially if the product contains traces, processed ingredients, or a formulation that changes between batches.
The chatbot must help find reliable information, explain the limitations of labeling, direct to the official product sheet, and transfer sensitive situations. It must never replace medical advice or guarantee the absence of an allergen without a validated source.
This guide shows
Summary
Why do these requests require a cautious response?
An allergic customer is not just looking for a taste preference. They are looking to avoid a risk. The brand must therefore respond with verified information and acknowledge limits when data is not available.
The chatbot must distinguish between allergy, intolerance, chosen diet, religious restriction, or personal preference. The level of risk is not the same, and the language must remain precise.
On allergies, a good response does not reassure by default: it refers to the most reliable source and clearly states what is not guaranteed.
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What information should be checked?
The bot must verify the product, the variant, the batch if available, the list of ingredients, the declared allergens, the possible traces, any potential certification, the country of sale, and the date the sheet was updated.
It must also ask if the customer is referring to a specific ingredient, cross-contamination, a gluten-free, vegan, halal, kosher, or lactose-free diet, or another restriction.
How to formulate a safe response?
The chatbot can summarize the official information available and then invite the customer to check the label of the product received, as it often remains the most up-to-date reference. It must avoid absolute formulations if the brand does not have a documented guarantee.
A helpful response might say: "Based on the current data sheet, this allergen is not listed, but I cannot guarantee the absence of traces if it is not officially indicated."
How to manage traces and cross-contamination?
Possible traces are often the most difficult part to explain. The customer must understand if the product contains the allergen, if it may contain it through manufacturing, or if no information is available.
The bot must transfer when the response depends on a factory, a batch, a certification, or a personal tolerance level.
How can I help without giving medical advice?
The chatbot can explain product information, but it must not tell an allergic customer that a product is “safe” for them. If the question concerns a reaction, a child, a pathology, or a severe allergy, it must refer them to a healthcare professional or qualified support.
This limitation protects the customer and prevents excessive trust in an automated response.
Which flow to follow?
The flow must prioritize the official source and caution.
Identify the product, variant, ingredient, allergen, diet, and country concerned.
Check the product sheet, label, declared allergens, traces, and available certifications.
Respond with the confirmed information and specify what is not guaranteed.
Invite the user to check the label of the received product when the formulation may vary.
Escalate severe allergies, ambiguous batches, undocumented traces, and medical inquiries.
Which messages should be used?
To set boundaries: "I can check the available product information, but I cannot replace professional medical advice."
For traces: "The sheet indicates declared allergens; the absence of traces must be confirmed by official sources."
For caution: "If your allergy is severe, I recommend that you do not order until this information is officially confirmed."
When to transfer?
Transfer is necessary if the customer mentions a severe allergy, a reaction, a child, a missing certification, a specific batch, a label contradiction, or a request for a guarantee of total absence.
The bot must transmit the product, variant, possible batch, allergen, datasheet consulted, exact question, urgency level, and follow-up contact details.
Which KPIs should be monitored?
Track questions by allergen, sensitive transfers, incomplete product sheets, label contradictions, certification requests, and reported incidents.
These data show which information needs to be better structured in the catalog.
Which mistakes should be avoided?
Avoid guaranteeing the absence of an allergen without proof, answering based on an outdated sheet, giving medical advice, or downplaying an important dietary restriction.
The chatbot must be helpful, but it must remain rigorous when faced with risk.
How can Qstomy help?
Qstomy can connect the chatbot to product sheets, allergens, ambassador codes, return reasons, gift orders, privacy policies, and support procedures to answer clearly, then transfer sensitive cases with an actionable summary.
The chatbot helps the customer move forward without making up a food compatibility, a discount, a return cause, a buyer identity, or order information that still needs to be confirmed by a reliable source.
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Key takeaways
Key Takeaways
Allergy requests must be supported by official sheets, labels, allergens, traces, and certifications.
What the Customer Needs to Understand
The customer must understand what is confirmed, what is not, and when they should avoid taking a risk.
The Chatbot's Proper Limit
The chatbot can explain product information, but it must transfer severe allergies, ambiguous batches, reactions, and medical inquiries.
Enzo
June 29, 2026
