01Overview
Most of the retailer’s customers start on WhatsApp. The control system sits above the store, the invoicing, the ads and WhatsApp. Its AI agent asks what a customer needs, checks price and stock while it answers, and passes the chat to a person when it should.
Shared inbox and customer page
Every conversation in one place, with claim, takeover, notes and the full customer record.
The control room
A switch for every capability, the AI off switch and the health of every connection.
The agent and its rules
A set of tools it may use, a live price and stock check, and a handover to a person.
02The challenge
Every inquiry waited for a person.
Sales and service ran through WhatsApp by hand. Customers, orders, invoices and ads sat in separate systems, so nobody had one picture of a customer. Prices and stock were quoted from memory, and the owner pieced each day together.
What the client wanted to achieve
Answer every inquiry fast
The agent replies at once and follows up on its own clock.
Quote only what is true now
Price, stock and order status come from a live check.
One view of the business
Customers, orders, invoices and ads meet in one place.
Stay in control
Every capability has its own switch, and one switch stops all AI at once.
How it worked before
- Every chat answered by hand
- Customer details spread across the store, chats and invoices
- Prices and stock quoted from memory
03How we built it
- 01
Mapping every system of record
Which system owns price, stock, orders, invoices and ads, and which facts are ours to keep.
- 02
Reading the real store first
We read the store through its own interface, quirks included, before writing a line of the order link.
- 03
The catalogue apart from the knowledge
A product mirror for search, owner-approved documents for policy answers, and never a price from memory.
- 04
The buying conversation, category by category
Each category lists what the agent must know before it recommends, such as the use, the size limit and the seats for a sofa.
- 05
Setting the clocks
A gentle follow-up after ten minutes, a last one before the day closes, business hours, and a response target for chats handed to a person.
- 06
The guard rails before the voice
The agent acts only through its registered tools, and our code refuses any price or link not checked in that same turn.
- 07
Rehearsed in scripted conversations
Thirty-six conversations, from the easy sale to the refused discount, before any customer sees it.
04How it works
Step 01Inquiry
A customer writesA WhatsApp message opens a customer record.Step 02Qualify
One question at a timeThe agent asks only for what it still lacks.Nothing asked twiceEvery fact the customer gives is kept.Step 03Recommend
A live checkPrice and stock read from the store before they are said.Or a personA request, a discount question or an outage moves the chat to the team.Step 04Purchase
Pays in the storeA paid order closes the lead and stops the follow-ups.ConfirmationThe order is confirmed on WhatsApp.
The rules the agent keeps
- It never states a price or stock it did not check in that turn
- It never sends a link it was not given
- It never offers a discount the store has not published
- It never sees margin or cost
- It stops at once when a customer says stop
- It hands over to a person when the model is down
- It suggests extras only after clear interest, never during a complaint
Everything at a glance
What is running, what is waiting and what needs a person.
A switch for every capability
And one AI off switch that stops it all at once.
How it speaks and spends
Its settings and a spending ceiling.
Health of every link
The store, invoicing, ads and WhatsApp.
05The outcome
Every conversation lands in one inbox. The agent answers at once, asks one thing at a time, checks price and stock before it says them, and hands the chat over with everything a person needs to take it from there.
| Before | After |
|---|---|
| Every chat answered by hand | An AI agent answers, and a person can step in at any moment |
| Customer details spread across the store, chats and invoices | One page per customer |
| Prices and stock quoted from memory | Checked live before they are said |
| The owner pieces the day together | A morning brief of what sold and what needs a person |
06Key figures
07Technology
What the system runs on, for the technical reader.
- Cloud
- AWSContainersManaged PostgreSQLAlerts and monitoring
- AI
- Claude
- Messaging
- WhatsApp Business Platform
- Integrations
- The online store platformThe invoicing serviceAd accounts
- How we build
- TypeScriptNext.jsTest-first, with a stand-in for every connected system
08What comes next
Next, WhatsApp and the store connected for real, then a careful launch, one step at a time.
The launch path
- 01
A shadow run
The agent drafts every reply and the team sends it.
- 02
The owner’s sign-off
Nothing goes further until the owner agrees.
- 03
A quarter of new conversations
The agent answers some customers on its own.
- 04
Every conversation
After three clean business days.
- 05
Two weeks of close watch
Every stop still works throughout.
09About
About the client
An online furniture retailer whose customers mostly start on WhatsApp. We name a client only with their permission.
About MYBB
MYBB builds systems around how a business already works. We diagnose it with MYBB ROIQ, build the system, launch it with the team and keep running and improving it.