What it does
A support pipeline for an online store. A customer messages on WhatsApp; their number finds the order. Order status comes live from the store and the courier, product questions are answered from the catalogue, and returns start a return request. Anything about money, damage or an unhappy customer goes to a support agent with the full context already on screen.
The problem
"Where is my order?" was most of the support inbox, and every answer meant looking up the order and then the courier site. Real complaints waited behind them.
Approach
The phone number links the chat to orders, so most answers need no questions back. Replies only use real data from the store, the courier and the catalogue, never guesses. Refunds, damaged items and angry messages always go to a person, who can also take over any chat at any time.
- Input
- AI step
- Rules or code
- Person decides
- Result
Screens
Swipe sideways to see the whole screen.
Client work is shown under confidentiality agreements: no client names, and screens are recreated with sample data.
Stack
- WhatsApp Business API
- Gemini API
- Store and courier integrations
- Helpdesk handover
Impact
Typical for systems like this.
