WhatsApp Sales Bot for D2C Fashion Brand
Built a conversational AI that answers product questions, recovers abandoned carts, and books returns — 24/7 across WhatsApp and Instagram DMs.
Client snapshot
The challenge
The brand was losing ~40% of WhatsApp and Instagram DMs to delayed replies — customers asked simple questions like "is this back in stock?" or "what's my order status?" and waited hours for a human to respond.
Abandoned carts sat for days without any follow-up. Returns were a support nightmare: photos, reasons, and RMAs were scattered across DMs and email.
The team had tried generic chatbot tools but the answers were wrong, the tone was off-brand, and nothing connected back to their Shopify catalogue in real time.
Our approach
- 01
Map the real intents
Sat with the support and ops team for a week. Categorised 2,300+ real past conversations into 8 intent buckets — product availability, size help, order status, shipping, returns, payment, discounts, and "talk to human."
- 02
Build the conversation flows
Designed flows that sound like the brand — casual, helpful, emoji-light. Each intent gets a live data lookup (Shopify for catalogue + orders, Shiprocket for shipping) so answers are real, not hallucinated.
- 03
Wire the cart recovery engine
Hooked the bot into the Shopify abandoned-cart webhook. Triggers a gentle, personalised nudge 90 min + 24 hr + 72 hr after abandonment with the actual items and a one-tap checkout link.
- 04
Smart human handoff
When the bot is uncertain or the customer asks for a human, the conversation hands off to the support team with full context — no repeating information. Agents pick up only the messages that actually need them.
What we built
- WhatsApp Business API bot connected to Shopify catalogue + order system
- Instagram DM integration with identical logic so the brand voice stays consistent
- Abandoned-cart recovery sequence with real product images and one-tap checkout
- Return/exchange flow with photo upload, reason capture, and auto-RMA
- Ops dashboard showing conversation volume, intents, recovered revenue
- Brand-voice style guide fed into every bot response
Results
- Replies under 3 seconds for 94% of messages — previously 4 hr median
- ₹4.1 lakh in recovered cart revenue in the first 60 days
- Support team shrunk back to in-person care; DM volume handled without hiring
- Bot now handles 82% of incoming messages end-to-end; 18% escalate to humans
Tech stack
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Client identity kept confidential under NDA. Metrics reflect the actual project at the time of delivery — full decks available on request.