The challenge
WhatsApp carried most customer enquiries: product availability, prices, payment methods, shipping and order status.
Sales reps spent a large part of their day answering repetitive questions and, outside store hours, messages went unanswered until the next day. Many interested customers went cold before anyone replied.
Conversations were not recorded in an organised way, so the sales team could not tell which customers were ready to buy.
The solution
We designed and deployed an AI agent connected to the official WhatsApp Business API and to the company catalogue, with real-time stock and price lookups.
The agent replies in natural language, recommends products based on what the customer asks for, answers payment and delivery questions and asks the key qualifying questions: product of interest, budget, urgency and delivery area.
When the customer is ready, it builds the order and hands it to a sales rep with the full conversation context; sensitive cases (complaints, special discounts) are escalated to a person. Every conversation is logged in the CRM.
Before launch the behaviour was validated with real conversations and clear limits were set: the agent never makes up prices or promises stock that does not exist.
Results
- Instant WhatsApp replies 24/7, including weekends and public holidays.
- Sales reps receive qualified customers and ready orders instead of repetitive questions.
- An organised history of conversations and opportunities in the CRM for follow-up.
- A dashboard of the most frequent questions that the sales team uses to fine-tune its offer.