Close the Sale
in the Conversation

A WhatsApp-first AI concierge for eCommerce brands — answering pre-purchase questions that convert, recovering carts where customers actually read, and handling returns without forms.

Book a Demo

The AI Concierge is built for eCommerce brands whose customers ask before they buy and message after. It answers product questions in the moment and closes the sale in the conversation, recovers abandoned carts over WhatsApp where messages actually get read, and turns returns, reorders, and cross-sells into smooth chat workflows. It is process-as-product, built around your catalogue, fulfilment, and customer-service flows and integrated with your existing store and systems.

The operational reality

Online stores lose revenue in the gaps between a customer's question and an answer. A shopper unsure about sizing leaves and does not come back. An abandoned-cart email lands in spam. A return turns into a form-filling ordeal and a one-star review. And the easy repeat revenue — the customer who bought a consumable a month ago — is never prompted to reorder.

• Pre-purchase questions about sizing, materials, and comparisons that go unanswered at the moment of intent.
• Abandoned carts that email cannot recover because email is ignored or filtered.
• Returns and exchanges handled through clunky forms that frustrate customers.
• Repeat-purchase moments for consumables that pass without a nudge.
• Customer service split across Instagram comments, WhatsApp, and email with no single view.

How The AI Concierge handles it

The AI handles the conversation that converts, recovers carts on a channel people read, and turns post-purchase admin into chat — returns, reorders, and well-timed cross-sells — all from one unified inbox.

Scenario: a pre-purchase question that converts

1. A shopper asks on WhatsApp whether a jacket runs true to size. The AI answers from the product data and suggests the right size.
2. It recommends a complementary item and answers the shipping question.
3. It shares a checkout link and the sale closes inside the conversation.

Scenario: abandoned-cart recovery

1. A customer adds to cart and leaves before checkout. The AI follows up on WhatsApp where the message is actually seen.
2. It answers any lingering hesitation — stock, delivery time, returns policy — and offers help.
3. It links straight back to the cart to complete the purchase.

Scenario: a return without a form

1. A customer messages that an item does not fit. The AI handles the return in chat — no form.
2. It generates the return label and schedules the pickup or drop-off.
3. It offers an exchange for the right size and keeps the customer instead of losing the sale.

Channels it covers

WhatsApp is the primary channel because it is read, unlike email, and recovers carts where customers actually respond — but Instagram comments and DMs, web chat, and email all unify into one customer thread. A shopper who comments on a post and then messages on WhatsApp is one conversation with full history.

Who it's for

The workflow fits a wide range of online retailers:

• Fashion and apparel brands where sizing and fit drive questions and returns.
• Beauty, supplements, and consumables with natural reorder cycles.
• Electronics and homeware where comparison and recommendation matter.
• Direct-to-consumer brands selling across Instagram and WhatsApp.
• Marketplaces and multi-brand stores needing unified service.

Escalation, by team

Escalation routes by category to the team that owns it, with the order and conversation attached.

• Complex product or technical questions route to a product specialist.
• Order problems, damages, and disputes route to customer service.
• Wholesale and bulk inquiries route to the sales team.
• Payment and refund issues route to the right desk, never auto-resolved.

What gets documented

Sitting across the whole customer conversation, the AI builds commercial intelligence most stores never centralise.

• Which pre-purchase questions block conversion, so product pages can be fixed at the source.
• Cart-recovery rates by stage — added to cart versus started checkout.
• Return reasons and exchange-versus-refund outcomes.
• Reorder and cross-sell uptake, and the timing that works.

Built around your workflow, not a template

The AI is built around your catalogue, fulfilment, and service flows and connected to your store and systems rather than dropped on as a generic chat widget. You decide what it answers, recommends, and resolves versus what routes to a specialist — and it is tuned on your real customer conversations so it sells and supports the way your brand does.

What operators can expect

Brands convert more of the customers who ask before buying, recover carts on a channel that actually gets read, and turn returns into exchanges instead of refunds — while reorder and cross-sell revenue gets prompted at the right moment. The result is a unified view of service and the conversion and retention patterns behind it, visible on the dashboard rather than scattered across inboxes.

The compounding effect shows up in the data layer. The questions that block conversion get fixed at the product-page source, the recovery messages that actually work get reused, and the reorder timing that lands becomes repeatable. Service stops being a cost centre logged nowhere and becomes a record of what drives revenue — every conversation feeding a clearer picture of how the store converts and retains, channel by channel, rather than a pile of disconnected tickets across three inboxes. And because it is built around the catalogue and connected to the store, the AI answers with real availability and real order context, so the conversation that closes a sale is grounded in fact rather than guesswork. The same grounding makes post-purchase support trustworthy: a customer asking where their order is, or how to return it, gets a real answer and a real action — a label generated, a pickup booked, an exchange offered — instead of a deflection to a form, which is exactly what turns a return into a retained customer.

Explore more

• WhatsApp Booking Automation
• AI Concierge
• Human-in-the-Loop AI Support
• AI Receptionist
• Pricing
• Book a demo

Frequently asked questions

See it convert and retain customers

Book a demo and we will show the AI closing a pre-purchase question, recovering a cart, and handling a return in chat.

Book a Demo