Online stores
Most of what an online store's support team is asked is about an order. This is the set-up that puts the order on the same screen as the question, and lets you follow up afterwards on the channel the customer already uses.
What an online store puts together
The channels customers buy on
WhatsApp, Instagram direct messages and the chat widget on your own storefront, all in one inbox with one history per customer.
Orders beside the conversation
Connect your store and an agent sees the customer's recent orders and their status without leaving the conversation. Needs the commerce module enabled for your account.
Follow up with an approved template
A WhatsApp campaign to a saved audience — this month's buyers, a particular city, a label your team applies — sent as a template Meta approved.
Automate the repeated part
Automation rules label, route and reply on the conditions you choose, so order enquiries reach the right person without anybody sorting the queue.
Worth knowing
Order history in the conversation is read-only: refunds, cancellations and edits happen in your store platform. The commerce connection needs the module enabled for your account plus your store credentials, and what each platform reports differs by platform.