A conversation with a customer that ends in an action.
Customers write where it suits them and want an answer now. Our agents reply on WhatsApp, Telegram, Viber, in site chat and by phone. They see the order, stock and delivery, because they are connected to the store and ERP.
The agent is connected to your records.
It creates the order, confirms the delivery and closes the enquiry in Shopify, Dynamics 365 and the carrier's system.
The channel belongs to you.
The WhatsApp account is registered to your company, and Meta bills you directly. We are a Meta Tech Provider.
The cost is known in advance.
We calculate the cost model by message category before development starts.
Channels
| Channel | What the agent does | What it is built on |
|---|---|---|
| Confirms orders, reports on delivery, takes enquiries | WhatsApp Business Platform: Embedded Signup, templates, Flows | |
| Telegram | The same scenarios, plus notifications for staff | A bot connected to the store or the ERP |
| Viber | Confirmations and statuses where Viber is the main messenger | A bot and Viber business messages |
| Site chat | Answers about the catalogue, availability and delivery; hands over to a person together with the history | A widget on the store's site |
| Phone | Takes incoming calls, calls back, takes bookings, answers questions | Newo.ai, a platform for voice AI agents; we are an implementation partner |
An example from our own practice.
Entregado is our app for Colombia. The customer confirms a cash-on-delivery order on the thank-you page or in WhatsApp; risky orders wait for the store to decide. The courier carries what will actually be collected.
When the one asking is not a person.
More and more often an AI assistant chooses for the customer. Getting a store into those answers takes separate work: AEO.
What the agent does not do.
It does not pretend to be a person. It does not argue about refunds: it hands the case to an employee with the full history of the conversation.