Problem
What was happening
The support inbox and WhatsApp were dominated by three questions: where is my order, how do I return an item, and is this in stock. Each needed a lookup in the store admin before a reply could be sent, and evening and weekend messages waited until the next working day.
Automation
What we built
- 01
WhatsApp Business connected to the store platform so order status and tracking can be looked up in the conversation.
- 02
A knowledge base built from the return and delivery policies with answers approved by the store owner.
- 03
Conversations that mention damage, refunds or frustration handed to a person immediately with the history attached.
- 04
A post-delivery message sequence that shares tracking, confirms delivery and asks for a review.
- 01
WhatsApp Message
Where is my order?
- 02
Intent Detected
Order status
- 03
Order Looked Up
Store platform
- 04
Reply Sent
Status and tracking link
- 05
Logged
Customer record updated
Result
What changed
- Routine order questions are answered within seconds at any hour.
- The support team spends its time on returns, damaged items and complex cases.
- Customers receive proactive shipping updates instead of asking for them.
- Every conversation is logged against the customer record.
