Retail & E-commerce
Product and order questions share one store inbox
Availability, shipping, and offers stay on the customer chat the store team already uses.
The situation
Size, colour, price, and stock questions arrive faster than one person can answer from a phone.
The same availability reply is typed again for each new chat, and delivery updates are forwarded by hand.
Offers go out one conversation at a time, and a store line plus a support line can split the same customer.
What they set up
Shared inbox
Product, order, and delivery chats open for the people who answer them.
Catalog in the chat
Staff share product details and can request payment in the same WhatsApp conversation.
Quick replies
Stock, shipping time, and store-policy answers are inserted, then sent.
Shipping updates
Approved templates carry delivery messages without a forwarding chain.
Offer campaigns
Restocks and promotions go out as one campaign from WatMark.
A conversation
A typical thread
Anjali. Is the olive linen shirt in size M available? And when would it reach Kochi?
Store Support. Hi Anjali, size M is in stock. I can share the product and a payment request here. Delivery to Kochi is usually 3–4 days after the order is placed.
Follow-up: Confirm Anjali's order if she replies today
What changes
- The shopper gets the product and the delivery answer in one chat.
- The next person who opens the thread can see what was already promised.
- Pending orders and callbacks stay on the task board.
- Offer messages leave as a campaign, from the same workspace as the replies.