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Answer Allergen Questions Accurately Before Customers Buy

OpenAgent answers ingredient and allergen questions using your exact product data — giving food shoppers the confidence to purchase safely while reducing the support load on your team.

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For customers with food allergies or dietary restrictions, getting accurate ingredient information isn't a nice-to-have — it's essential for their safety. Food brands that can't answer allergen questions quickly and accurately lose sales and erode trust. OpenAgent delivers precise allergen and ingredient information from your product data, handles common dietary restriction queries (gluten-free, vegan, kosher, halal), and helps shoppers find the right products from your catalog with confidence.

The problem

Food shoppers with allergies or dietary restrictions send detailed ingredient questions before every purchase. These questions require accurate answers grounded in your specific product formulations — not generic guidance. Support teams that can't answer quickly and precisely lose the sale. Inaccurate answers create far worse outcomes.

  • Allergen questions are high-stakes: inaccurate answers have real safety consequences for customers
  • Shoppers with dietary restrictions abandon purchases when they can't get fast, specific ingredient answers
  • Cross-contamination and "may contain" questions require nuanced responses that vary by facility and product
  • Product reformulations can make historical answers inaccurate, creating liability risk

How OpenAgent handles it

Step 1

Allergen Query Recognition

OpenAgent identifies the customer's allergen concern or dietary restriction and immediately retrieves the ingredient list and allergen statement for the specific product being asked about.

Step 2

Direct Ingredient Lookup

OpenAgent pulls the full ingredient list, allergen statement, and "may contain" notices from your product database and presents them clearly and accurately.

Step 3

Dietary Certification Filtering

OpenAgent can filter your catalog by dietary certifications — certified gluten-free, certified vegan, kosher-certified, halal-certified — based on the certifications associated with each product.

Step 4

Cross-Contamination Disclosure

OpenAgent communicates your facility's cross-contamination practices accurately, distinguishing between products made in dedicated facilities and those produced on shared equipment.

Step 5

Safe Alternative Suggestions

If the product a customer is asking about contains their allergen, OpenAgent proactively suggests alternative products from your catalog that meet their dietary requirements.

See it in action

I have a severe tree nut allergy. Are your Dark Chocolate Truffles safe for me? Do they contain any tree nuts or are they made on shared equipment?
This is a really important question — thank you for asking before purchasing. Our Dark Chocolate Truffles do not contain tree nuts as an ingredient. However, they are produced in our facility that also processes products containing almonds, cashews, and pecans. Our facility follows thorough allergen cleaning protocols between production runs, but we cannot guarantee the absence of trace cross-contact. Given the severity of your allergy, we'd recommend checking with your allergist before consuming. If you're looking for a tree-nut-free option made in a dedicated nut-free environment, our Pure Dark Chocolate Bars are produced at a separate facility with no nut processing — would those work for you?

Why it matters

Purchase Confidence for Restricted Shoppers

Clear, accurate allergen information converts hesitant shoppers with dietary restrictions into confident buyers.

Reduced Liability Risk

Accurate, product-data-grounded allergen answers reduce the risk of customers consuming products unsafely based on incorrect support responses.

Faster Pre-Purchase Resolution

Shoppers who can get allergen answers instantly don't abandon their cart to research or email — they buy.

Trust-Building for Food Brands

Taking allergen questions seriously and answering them with precision demonstrates care that builds lasting brand loyalty with health-conscious consumers.

Always Current with Product Data

OpenAgent answers from your live product database, so reformulated products reflect updated ingredient information automatically.

67%
Of food allergen questions answered without human escalation
24%
Higher conversion rate for allergy-restricted shoppers who receive accurate ingredient answers
4.8/5
Customer satisfaction score for allergen query responses

Frequently Asked Questions

OpenAgent's allergen answers are pulled from your live product database. When you update an ingredient list or allergen statement in your product records, the change is reflected immediately in OpenAgent's responses — no manual knowledge base edits required.

Yes. OpenAgent can identify whether products carry certified kosher or halal status based on certifications stored in your product data. For products without formal certification, OpenAgent accurately reports the absence of certification rather than making assumptions.

OpenAgent communicates the distinction clearly. A product formulated without gluten-containing ingredients is disclosed as such. Certified gluten-free status (tested to <20ppm) is only communicated when the product carries a recognized certification — OpenAgent won't conflate the two.

OpenAgent acknowledges the gap rather than guessing. It lets the customer know that complete allergen data isn't available for that product and escalates to a human agent or directs the customer to contact your team directly.

Yes. Once a customer's allergen profile is established in the conversation, OpenAgent can filter bundle recommendations to only include products that meet their restrictions, making it easy to build a safe cart.

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Let OpenAgent handle it for you

Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with OpenAgent.

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