[All systems](https://mybb.ai/systems/) # WhatsApp inquiries *that turn into orders.* One control system for the online store, from what sells to where each order stands, with an AI agent that answers customers on WhatsApp and turns inquiries into orders. Client A furniture retailer Industry Home furniture and e-commerce Connects to The online store, WhatsApp, invoicing, ad accounts ## What we built - Shared inbox and customer page - The control room - The agent and its rules The system, drawn with sample data. We never show a client’s own screens. ## 01 Overview 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. 01 ### Shared inbox and customer page Every conversation in one place, with claim, takeover, notes and the full customer record. 02 ### The control room A switch for every capability, the AI off switch and the health of every connection. 03 ### The agent and its rules A set of tools it may use, a live price and stock check, and a handover to a person. ## 02 The 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 ## 03 How we built it 1. 01 **Mapping every system of record** Which system owns price, stock, orders, invoices and ads, and which facts are ours to keep. 2. 02 **Reading the real store first** We read the store through its own interface, quirks included, before writing a line of the order link. 3. 03 **The catalogue apart from the knowledge** A product mirror for search, owner-approved documents for policy answers, and never a price from memory. 4. 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. 5. 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. 6. 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. 7. 07 **Rehearsed in scripted conversations** Thirty-six conversations, from the easy sale to the refused discount, before any customer sees it. ## 04 How it works **How an inquiry becomes an order** A WhatsApp message becomes a paid order, with a person ready to take over at any step. 1. Step 01 **Inquiry** **A customer writes** A WhatsApp message opens a customer record. 2. Step 02 **Qualify** **One question at a time** The agent asks only for what it still lacks. **Nothing asked twice** Every fact the customer gives is kept. 3. Step 03 **Recommend** **A live check** Price and stock read from the store before they are said. **Or a person** A request, a discount question or an outage moves the chat to the team. 4. Step 04 **Purchase** **Pays in the store** A paid order closes the lead and stops the follow-ups. **Confirmation** The 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 **System state** ### Everything at a glance What is running, what is waiting and what needs a person. **Switches** ### A switch for every capability And one AI off switch that stops it all at once. **Agent behaviour** ### How it speaks and spends Its settings and a spending ceiling. **Connections** ### Health of every link The store, invoicing, ads and WhatsApp. ## 05 The 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 | ## 06 Key figures **36** scripted conversations rehearsed before launch **12** tools the agent can use, and nothing else **50** checks in the acceptance list ## 07 Technology What the system runs on, for the technical reader. Cloud AWS Containers Managed PostgreSQL Alerts and monitoring AI Claude Messaging WhatsApp Business Platform Integrations The online store platform The invoicing service Ad accounts How we build TypeScript Next.js Test-first, with a stand-in for every connected system ## 08 What comes next Next, WhatsApp and the store connected for real, then a careful launch, one step at a time. ### The launch path 1. 01 **A shadow run** The agent drafts every reply and the team sends it. 2. 02 **The owner’s sign-off** Nothing goes further until the owner agrees. 3. 03 **A quarter of new conversations** The agent answers some customers on its own. 4. 04 **Every conversation** After three clean business days. 5. 05 **Two weeks of close watch** Every stop still works throughout. ## 09 About ### 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. [All systems](https://mybb.ai/systems/) ## Questions about *our work.* **Can you build something like this for my business?** Each system here was built around one business. Answer the 10 questions, and within 48 hours your growth plan shows what we would build for yours. **Why don’t you name the clients?** We name a client only with their permission. Until then, each system is described by the kind of business it serves. **Are these the real screens?** They are redrawn with sample names and numbers. We never show a client’s own screens or data. **My business is in a different industry. Does that matter?** No. We start from how your business works, not from a template for its industry. **Will we have to replace the tools we use?** We start with what already works. The system may keep some of your tools, connect them, and add what’s missing. **Who decides what the AI does?** We agree with you where AI helps and where a person reviews, decides or approves. Those rules are part of the blueprint. **Who runs the system once it’s built?** We do, with your team. We keep running it and improving it as your business changes. **How is the price set?** By the scope, the connections and what the rollout needs. The price is in the blueprint, and nothing is built before you approve it. [AI agents that turn questions into orders.](https://mybb.ai/start/) We build agents that answer your customers and take them to an order, with your team in control of every step. Tell us how your store sells. [Start with MYBB ROIQ](https://mybb.ai/start/) Prefer to talk first? Email [welcome@mybb.ai](mailto:welcome@mybb.ai) --- Source: [A furniture retailer | Our work | MYBB](https://mybb.ai/systems/furniture-retail/)