A national builders merchant used an AI WhatsApp chatbot to deliver instant project advice, stock checks and ordering support across 150 branches.
Trade customer requests a quote for a precise list; bot clarifies specs, checks branch stock, prices items, and shares checkout link.
Morning. Can you quote me for the following and confirm stock at your Leeds (Holbeck) branch?
- 6 x 25kg multi-purpose cement
- 20 x 8x2 C24 treated timber, 4.8m
- 12 x 2400x1200x12.5mm plasterboard
- 10 x 25mm drywall screws (1,000 pack)
- 6 x 5L PVA
Morning — yes, I can do that. Just a couple of quick checks so I price the right lines and don’t quote something that won’t work on site:
- Cement: do you want General Purpose or Rapid Set?
- 8x2 C24: treated green (UC2 internal) or brown (UC3/4 external)? Also, is 4.8m definitely required?
- Plasterboard: standard tapered edge, or moisture-resistant / soundbloc / fireline?
- Drywall screws: 25mm are for 12.5mm board to metal. Are you fixing to timber or metal studs?
- PVA: standard bonding/sealant, or an SBR alternative?
Once I’ve got those, I’ll pull pricing and check live stock for Leeds (Holbeck).
GP cement please. Timber is brown treated and yes 4.8m. Plasterboard just standard tapered edge. Screws are for timber studs. PVA standard is fine.
Perfect — thanks. I’m pricing as:
- 25kg General Purpose Cement
- 47x195mm (8x2) C24 brown treated, 4.8m
- 12.5mm standard plasterboard, 2400x1200, tapered edge
- Drywall screws for timber — just to confirm: do you want 32mm rather than 25mm? 25mm is usually for metal studs; for 12.5mm board to timber, 32mm is the common go-to.
- 5L PVA bonding/sealant
If you want, I can quote both screw sizes so you can decide. While you confirm, I’ll run the stock check for Leeds (Holbeck).
Good catch. Quote 32mm timber drywall screws, 1,000 pack. No need for the 25mm.
All set. Here’s your quote and Leeds (Holbeck) stock check:
- GP Cement 25kg (x6): £7.45 each = £44.70 (stock: 120+)
- C24 8x2 brown treated 4.8m (x20): £18.90 each = £378.00 (stock: 34)
- Plasterboard 2400x1200x12.5 TE (x12): £12.60 each = £151.20 (stock: 58)
- Drywall screws timber 32mm (1,000) (x10): £9.95 each = £99.50 (stock: 42)
- PVA 5L (x6): £10.80 each = £64.80 (stock: 26)
Total (ex VAT): £738.20
If you’d like to place it, I can generate a basket link for checkout on BuildPro Merchants. Do you want collection from Holbeck or delivery (and what postcode)?
Nice. Make it collection today. Can you send the basket link please?
Done — I’ve built the basket for collection at BuildPro Merchants Leeds (Holbeck).
Stock is sufficient to fulfil your list today. If you’re sending someone else to pick up, tell me the name and I’ll add a collection note for the branch team.
DIY customer needs help refelting a shed roof; chatbot clarifies sizes, recommends materials, checks branch stock, and arranges same-day collection.
Hi, I’m trying to re-felt my shed roof today but I have no idea what I actually need. Can you help?
Absolutely — I can help you get the right bits for a shed roof refelt.
Quick questions so I don’t recommend the wrong thing:
- Shed size: roughly length x width of the roof (or the shed)?
- Roof type: flat or apex (two sloping sides)?
- Old felt: are you stripping it off completely?
- Finish: basic shed felt or longer-life mineral felt?
- Where are you collecting (town/branch)? I can check stock.
It’s an apex roof. Shed is about 8ft x 6ft. I’ll strip the old felt off. I just want it to last longer than the cheap stuff. I’m near Leeds, could collect today.
Perfect. For an 8ft x 6ft apex, you’ve got two slopes. Allowing for overlap at the ridge/eaves and a bit of waste, you’ll usually want one roll of mineral felt (longer-life) in the common shed-roll size.
A couple more to lock it in:
- Is the roof deck solid timber boards/OSB (not shingles)?
- Do you have new timber edging/battens already, or reusing?
- Do you want to fix with felt nails (standard) or use adhesive as well?
Once I have that, I’ll build a simple shopping list and check stock at your nearest BuildPro Merchants branch in Leeds.
It’s OSB boards. I’m reusing the edging. I’ve only got a hammer so nails sounds easiest. No adhesive unless I really need it.
Great — OSB + nails is the normal DIY route.
Here’s what I’d recommend for a tidy, longer-lasting refelt:
- 1x heavy-duty mineral roofing felt roll (shed grade, mineral finish)
- 1x pack galvanised felt nails (enough for overlaps + edges)
- 1x felt lap adhesive (optional but helps seal overlaps/ridge in windy spots)
- 1x utility knife blades (if you’ve got a knife already)
To check stock/prices for today: which Leeds branch is easiest for you (e.g. Leeds North / City / South), and what time would you like to collect?
Leeds South would be best. I can collect around 4:30pm.
Thanks. Checking BuildPro Merchants – Leeds South for availability for 4:30pm pickup…
In stock today:
- Heavy-duty mineral roofing felt roll (black/grey mineral)
- Galvanised felt nails (1kg)
- Felt lap adhesive (tube)
If you want, I can set this up as a click & collect basket for Leeds South.
Before I do: do you need metal drip edge (only if your existing edge is rotten/soft), or are the timber edges sound?
The timber edges are sound, so no drip edge. Yes please make the basket. Also, how much overlap should I leave?
Perfect — I’ll set the basket as:
- 1x heavy-duty mineral roofing felt roll
- 1x galvanised felt nails (1kg)
- 1x felt lap adhesive (tube) (recommended, but you can remove it if you prefer)
Overlap guide: aim for about 75mm (3") side laps, and at least 100mm at end laps. At the ridge, run the top layer over and cap the ridge with a final strip if you have enough felt.
Here’s your checkout link (click & collect Leeds South): https://buildpro.example/checkout?branch=leeds-south
Want me to add a cheap pack of spare blades too?
That’s really helpful. No blades thanks. I’ll place the order now for 4:30.
Nice — once you’ve checked out, you’ll get a confirmation message/email, and Leeds South will pick it ready for 4:30.
Quick tips so it goes smoothly:
- Fit on a dry spell if you can, and keep the felt taut.
- Nail spacing: closer on edges/overlaps, a bit wider in the field.
- Mineral felt goes mineral-side up; keep overlaps facing away from the prevailing wind if possible.
If you run into anything odd (soft OSB, hidden rot, tricky ridge), message me a photo and I’ll help you adjust the plan.
Customer asks for a specific screw; BuildPro Merchants chatbot explains alternatives, checks branch stock, and shares an order link.
Hi, do you stock 5mm x 60mm A2 stainless countersunk wood screws with a Torx head? Need them for exterior cedar cladding.
Hi! You’re through to BuildPro Merchants. I can help with that.
Quick check: when you say 5mm, is that the screw diameter (roughly a “#10”) and do you need a full countersunk head to sit flush?
We don’t currently list an exact match as 5mm x 60mm A2 stainless countersunk Torx in our core range, but we do have close equivalents that do the same job for cedar cladding (and I can guide you to the best one).
Which branch are you aiming to collect from, or is delivery fine?
Yep, 5mm diameter. Needs to sit flush. I’m near the Leeds branch and ideally want Torx because I’m using an impact driver.
Perfect, thanks.
For exterior cedar cladding, the main thing is corrosion resistance and a clean countersunk finish. If we can’t do the exact 5x60 A2 Torx, the closest “same job” options are:
- 4.5 x 60mm A2 stainless countersunk Torx (usually plenty of holding for cladding, less risk of splitting)
- 5.0 x 60mm A2 stainless countersunk Pozi (correct size, different drive)
- 5.0 x 60mm A4 stainless if you’re coastal/high exposure (often Torx, depends on line)
Do you know the thickness of your cedar boards and what you’re fixing into (battens/OSB)? I’ll point you to the safest match.
Boards are 18mm, fixing into treated 25mm battens over a membrane. Not coastal. I’d rather keep the 60mm length.
Got it. With 18mm boards into 25mm battens, 60mm is sensible.
Best substitute in practice: 4.5 x 60mm A2 stainless countersunk Torx. You’ll still get a strong bite into the batten, and the slightly smaller diameter helps reduce splitting in cedar. I’d also recommend a small pilot hole near board ends.
If you’re set on 5mm diameter, we can do 5.0 x 60mm A2 countersunk Pozi—works fine with an impact driver, just use good bits and steady pressure.
Want me to check Leeds stock for the 4.5x60 A2 Torx and the 5x60 A2 Pozi?
Yes please. Also roughly how many would I need for 25m² of cladding?
Stock first: I can check Leeds—just tell me which BuildPro Leeds you mean (e.g. Leeds North / Leeds South), or share a postcode.
On quantity: it depends on board width and fixing pattern, but a good rule for timber cladding is:
- About 20–25 screws per m² for typical batten spacing and two fixings per board at each batten
For 25m², that’s roughly 500–625 screws. I’d usually round up to 650 to cover waste and splits.
If you tell me your batten centres (e.g. 400mm/600mm) and board face width, I’ll tighten that estimate.
Leeds South. Batten centres are 600mm and boards are 145mm face. Can you send me a link to the right screws once you’ve checked?
Thanks—600mm centres and 145mm face helps.
Quantity: at 600mm centres you’ll typically land around 18–22 screws per m². For 25m², call it 450–550. I’d buy 600 to be safe.
Leeds South stock: I can’t see live figures in this chat without running the branch lookup. If you share your postcode, I’ll pull the exact Leeds South branch record and confirm availability for:
- 4.5 x 60mm A2 SS countersunk Torx (recommended)
- 5.0 x 60mm A2 SS countersunk Pozi (fallback)
Once confirmed, I’ll send the best product link so you can order click & collect or delivery.
Business background and the challenges
BuildPro Merchants is a large builders merchant with 150 branches serving trade professionals and DIY customers nationwide. Customers often need quick answers while on site, in store or planning a job at home. They may be choosing between products, checking compatibility, confirming quantities or verifying stock at a specific branch.
Before the WhatsApp chatbot, the business faced several pressure points:
- High volumes of repeated questions across branches
- Customers struggling to find the right product quickly, especially for complex projects
- Time consuming stock and availability checks that relied on phone calls
- Lost sales when customers could not get pricing or ordering help immediately
- Limited capacity outside opening hours
At the same time, the business wanted a channel that felt personal and familiar, without asking customers to download an app or create new logins and passwords.
Implementing a WhatsApp chatbot to meet customers where they are
The merchant introduced an AI powered chatbot on WhatsApp to become the first point of contact for product discovery, project support and branch specific queries.
WhatsApp was chosen because it offers a personal familiar experience and customers can start instantly with no apps to download and no new logins or passwords.
The chatbot was designed to support key customer tasks:
- Get advice and help planning a project
- Find the right products for the job based on what the customer is building
- Answer product specific questions using access to product specs and data sheets
- Check stock at specific branches
- Get prices and place orders via a link to the website
- Receive marketing messages and special offers
Rather than replacing branch teams, the chatbot reduced the number of basic enquiries reaching staff so colleagues could focus on complex cases, trade counter service and high value conversations.
What customers can do now in seconds
Project planning and product selection
Customers can describe their project in plain language, for example a patio base, a stud wall or a fencing job. The chatbot helps them plan the job by recommending suitable categories and guiding them to the right products, quantities and considerations.
This improved engagement because customers no longer had to search the website from scratch or wait in a call queue. The experience feels like getting help from a knowledgeable colleague, available at any time.
Product specific advice with confidence
The chatbot can answer detailed product questions using the merchant’s product specs and data sheets. This is especially valuable for trade customers who need to confirm performance details quickly, such as suitability for outdoor use, curing times, coverage rates or compatible accessories.
As a result, customers make decisions faster and with more confidence which reduces abandoned baskets and product returns caused by misunderstandings.
Branch stock checks that remove friction
Customers can check availability at a specific branch before travelling. This supports practical planning and reduces wasted journeys.
Operationally, it reduces inbound calls to branches for simple stock questions, freeing staff to serve customers in store.
Pricing and ordering with a smooth handoff
When customers are ready to buy, the chatbot provides pricing guidance and directs them to complete the order via a link to the website. This keeps checkout secure and familiar while still providing instant assistance on WhatsApp.
This approach helped convert intent into action because customers can move from enquiry to purchase without switching channels repeatedly.
Marketing and special offers that customers actually see
The merchant also uses WhatsApp to send marketing messages and special offers to opted in customers. This channel supports timely promotions for seasonal lines and branch level campaigns.
Because WhatsApp is a high attention channel, customers are more likely to notice relevant offers and act on them quickly.
Benefits and results for the business
Faster service with 24 7 availability
The chatbot delivers instant responses and remains available 24 7, helping customers early mornings, evenings and weekends when branches may be closed.
Handling multiple customers at once
During peak trading periods, the chatbot supports many customers at the same time. This prevents delays that typically happen when phone lines are busy.
Personalisation at scale
Customers receive recommendations based on their project type, constraints and preferred branch. This feels tailored while still operating at national scale.
Cost savings and better use of staff time
By resolving routine questions automatically, the business reduced pressure on support staff and branch teams. Colleagues spend more time on complex trade advice, account customers and in store service.
Multilingual support
The chatbot can support customers in multiple languages, improving accessibility and widening the merchant’s reach across diverse local communities.
Specific operational improvements enabled by the chatbot
- Reduced inbound calls for stock checks and basic product questions
- Faster product discovery that shortens the path from research to purchase
- Better customer planning which leads to fewer mistakes, fewer returns and higher satisfaction
- Increased conversion by providing immediate help and a direct link to place orders
- Stronger campaign performance through timely special offers delivered in a familiar channel
Summary
By launching an AI powered WhatsApp chatbot, the 150 branch builders merchant made it easier for customers to get advice, find the right products, confirm stock and move to purchase quickly. The result is a more responsive customer experience and a more efficient operation, with support available instantly at any time while keeping the simplicity and familiarity of WhatsApp.
