Chat on the website
Voice or typing
Open it from any page and you get two buttons: one to talk, one to type. It can see which page you are on, show product cards with live prices and add a confirmed item to your basket.
Start browsing
Chat · WhatsApp · Phone · Text
Someone answers. Any hour.
Aqua is our AI assistant. It tracks your order, tells you your delivery date, checks your postcode and talks fish — at 2am on a Sunday if that is when you need it. Anything it cannot finish, it hands to a real person with a ticket reference.
A real exchange
Works by voice, chat or text
Where's my order? It's #4021.
I can check that for you. To make sure it's yours, what's the email address or postcode on the order?
Sure — it's the email I ordered with.
Thanks — that matches. Your order is packed and due to arrive Thursday. I'll text you the tracking link as soon as it's booked with the courier.
Three ways in, one number
Reach us however suits you
WhatsApp, text and calls all live on +44 7414 129920. You get the same answers on each — they share one knowledge base — so it is only ever about what is convenient for you.
+44 7414 129920
Best for arrival problems. You can send photos and video straight into the chat, and they travel with your case to our inbox.
Open WhatsAppPhone and text
Same number
Call it and Aqua answers the phone. Text it and Aqua texts back. Ask for a link and it arrives as a message you can tap.
Call nowWhat it can actually do
Real jobs, finished properly
Aqua is connected to our live systems, so these are not canned replies — it is reading your order, our stock and our courier coverage as they are right now.
Track your order
Give your order number plus the email address or postcode on the order, and it reads the live status back to you — paid, packed, dispatched, and the tracking number once it exists.
Your actual delivery date
Not the general policy — the confirmed date attached to your order. If your order does not have one yet, it tells you that instead of guessing.
Postcode check before you buy
Some postcodes sit outside the live-animal courier network. Ask before you order and it will tell you honestly whether we can reach you.
Live stock and prices
It searches the real catalogue, not a cached description. If something is sold out it says so, and it will not quote a price the website is not charging.
Fishkeeping advice
Tank size, temperament, water range, diet, compatibility and beginner-friendly picks, drawn from our structured care data and care guides.
It texts you the link
On a call or a text there is nothing to click, so it sends the product or guide to your phone as a message instead of reading a web address aloud.
Basket help
On the website it can open your basket, add the exact item and quantity you confirmed, and apply a discount code you have given it.
A person, when you want one
Ask to speak to someone on a call and it will try to put you through. It raises your ticket first, so nothing is lost if the line does not connect.
Start talking, then minimise it and carry on browsing
The conversation keeps running while the panel is tucked away, so you can keep both hands on the tank. Ask it to take you somewhere and it will open the page for you — no typing, no menus:
- “Show me your guppies”
- “Take me to the shrimp”
- “What suits a 60 litre tank?”
- “Where is my order?”
- “Do you deliver to my postcode?”
When it cannot help
You never get left at a dead end
The worst thing an assistant can do is send you away with “please email us” and forget you existed. Aqua does the opposite: it writes the case up itself and makes sure it reaches a person.
- 1
Aqua tries first
Most questions — where is my order, do you deliver here, is this fish right for my tank — are answered on the spot, at any hour.
- 2
It raises a ticket
When something needs a human, it collects what the team will actually need — your name, your email, the order, and what went wrong — and gives you a reference like TFC-1GRT94.
- 3
The ticket emails our inbox
Your case lands with the team as a real email, with any photos or video you sent on WhatsApp attached to it.
- 4
A person replies to you
You get a reply by email, or a text if that is easier for you. Reply to that email and it comes straight back to the same team.
Something wrong with an arrival? Email hello@tropicalfishco.co.uk on the day of delivery with your order number and a continuous unboxing video — a Live Arrival Guarantee claim needs the video, and photos alone aren’t enough. For a quick question first, WhatsApp +44 7414 129920. Full details are on our returns and guarantee page.
Where the limits are
What it will never do
We would rather tell you the boundaries up front than have you find them by surprise. An assistant you can trust is one that admits what it does not know.
Safety boundaries
Fixed rules, not suggestions.
- It tells you it is an AI assistant. It never pretends to be a person.
- It never asks for card numbers, passwords or payment details — and we will never ask you for them in a chat either.
- It will not discuss an order until two details match: the order number plus the email or postcode on that order.
- It does not invent stock, prices or delivery dates. If it cannot see the answer, it says so and raises a ticket.
- It never claims to have received a photo or video that has not actually arrived.
- It gives care advice in good faith, but it is not a vet, and it will not guarantee that any two species will get along.
Better data, better answers
Built from structured listings, not copied summaries
The helper is only useful if the catalogue behind it is clean. Our listings start with product names, availability, options and real product media, then we enrich the important fields so the assistant can answer from structured product information rather than vague page text.
We do not build care guidance from copied Wikipedia text. Where a species can be matched reliably, we check against specialist aquarium and biodiversity references, then keep the customer advice practical: tank size, adult size, water range, diet, temperament, compatibility and delivery context.
5
named scientific sources
4
optimisation stages
Live
catalogue data
Human
review mindset
Built by Hand On Web and trained on our catalogue, our care data and our own delivery rules rather than a generic script.
Scientific and catalogue sources
Not every species appears in every database, so we use the sources that apply and avoid pretending certainty where the data is weak.
FishBasebiology, taxonomy, adult size, range and habitat checks for fish species.Eschmeyer's Catalog of Fishesaccepted scientific names, synonym checks and naming sanity checks.GBIFbiodiversity occurrence records used to sense-check natural range and naming.IUCN Red Listconservation, habitat and ecology context when a reliable assessment exists.WoRMSmarine naming and synonymy checks for saltwater categories as the range expands.
What gets optimised before the agent uses it
- 1Product name, scientific name, options, availability and product images are organised first.
- 2Search terms and category intent are added so product titles, meta descriptions, tags and alt text match what UK customers actually search for.
- 3Care fields are structured into temperature, pH, adult size, temperament, diet, tank region, tank size and compatibility notes where reliable data exists.
- 4Listings are checked for mismatched species signals, duplicate content, weak descriptions and missing buying guidance before they are used on the site.
On the website
Voice and message help with the full shop flow
You can use text or voice through the assistant widget. If you choose voice, the microphone permission flow still belongs to your browser, so we never bypass permission or consent.
Live catalogue search
It can search current product data, prices, stock signals, images, care fields and product links.
Current page context
It can read whether you are on a product, guide, category, blog or search page and answer from that context.
Guide and page routing
Say “show me your guppies” or “take me to the shrimp” and it opens the page for you — no typing, no hunting through menus.
Basket actions after confirmation
It can view basket state, open the basket, add confirmed items and apply customer-provided discount codes after confirmation.
Common questions
Straight answers about Aqua
If your question is not here, ask Aqua directly — and if it cannot answer, it will make sure one of us does.
Aqua replies instantly, day or night. Anything passed to the team is answered during working hours, normally within 24 hours.
Is Aqua a real person?
No, and it will tell you so if you ask. Aqua is an AI assistant that handles the questions it can answer accurately, and hands everything else to our team with a ticket reference so a real person picks it up.
Can it actually see my order?
Yes. Give it your order number along with the email address or postcode on that order and it reads your live order status, including the tracking number once your parcel has been booked. It asks for two matching details so that nobody else can look up your order.
What happens if it cannot answer my question?
It raises a ticket containing your details and the problem, and that ticket is emailed to our team inbox. You get a reference number, and a person replies to you by email or text. It will not guess and it will not leave you without a next step.
Can I send a photo or video of a problem with my delivery?
Yes, on WhatsApp — send them to +44 7414 129920 and they travel with your case to our inbox. For a Live Arrival Guarantee claim, though, email hello@tropicalfishco.co.uk on the day of delivery with a continuous unboxing video showing the sealed parcel being opened with the livestock still in the sealed bag; photos alone aren’t enough.
Is it available at night and at weekends?
Aqua answers at any hour, every day, on chat, WhatsApp, text and the phone. Tickets that need a human are picked up by the team during working hours, normally within 24 hours.
Can I just speak to a human instead?
Yes. Ask for a person on a call and Aqua will try to put you through, and it raises your ticket first so your case is safe even if the line does not connect. You can also email hello@tropicalfishco.co.uk at any time.