The challenge
The support team was answering hundreds of repetitive messages every day about order status, delivery times and returns. Response times grew during sales campaigns, and customers who messaged at night waited until the next morning.
Our solution
- Built an AI agent connected to the store's order system, so it can look up real order status instead of giving generic answers.
- Deployed it on WhatsApp Business and the website chat with one shared knowledge base.
- Added clear escalation rules: refunds, complaints and unclear cases go to a human with a conversation summary.
- Set up a dashboard showing resolved conversations, common questions and handover rate.
Key features
- Real-time order lookup
- WhatsApp + web chat
- Human handover with summary
- Weekly insights report
Tech stack
- Claude API
- Python
- FastAPI
- WhatsApp Business API
- PostgreSQL
- n8n
They automated our order support on WhatsApp in three weeks. Our team now focuses on sales instead of answering the same questions.
