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Retail & E-commerce · WhatsApp workflow

Answer Product, Order, and Delivery Questions From One Workspace

Handle availability, orders, campaigns, and customer support on WhatsApp without splitting the work across personal phones.

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Watch how it works

01 / 06

Inbox

WatMark

AK

Conversations

Sample demo data

  • Anjali

    Olive linen shirt, size M, delivery to Kochi

    New lead
    4m
  • Vivek

    Where is order WM-2041?

    Active
    25m
  • Sana

    Do you have the canvas tote in olive?

    Follow-up
    2h

Anjali

New lead
SS

Is the olive linen shirt in size M available? And when would it reach Kochi?

10:14

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.

10:18

Type a message…

Product questions share one inbox

Availability, order, and delivery chats open in the workspace the store team uses together.

Decision snapshot

What usually decides whether a product or order question stays with the store team.

Product questions
One shared inbox
Item in the chat
Catalog and product details
Repeated answers
Quick replies
Shipping updates
Approved template messages
Offers
Campaigns from the store number
Several numbers
Each number in its own inbox

From a product question to a clear next step

Question, product, update. Only the steps a store team repeats every day.

  1. 1Question
  2. 2Inbox
  3. 3Assign
  4. 4Product
  5. 5Update
  6. 6Follow-up

  1. 01

    Customer asks about a product or order

    They message WhatsApp about availability, a size, a payment, or a delivery.

  2. 02

    The chat opens in the shared inbox

    Support and sales see the same conversation, including earlier messages with that customer.

  3. 03

    The conversation is assigned

    The chat goes to someone on the team so it has a clear owner.

  4. 04

    The teammate shares the product or the answer

    They send catalog details, a saved reply, or a payment request in the same chat.

  5. 05

    Shipping and offer updates can go out automatically

    Approved templates carry delivery updates and offers without manual forwarding.

  6. 06

    A follow-up is created when a person still needs to reply

    Pending orders, returns, or callbacks stay on the task board.

  7. 07

    The customer history stays with the chat

    The next person who opens the conversation can see what was already promised.

Note

The product and the order are what the chat has to answer. Once the team can see the item and who owns the thread, support does not stay on a personal phone.

Questions to settle first

  • Which products do customers ask about most?
  • Where does the latest order or delivery status come from?
  • Do you sell from one WhatsApp number or several?
  • Are offers still forwarded one conversation at a time?

Common wrong turns

  • Answering availability from a phone the rest of the team cannot open.
  • Retyping the same size, price, or delivery answer all day.
  • Sending a campaign from the wrong store number.

WatMark features for retail and e-commerce

The parts of WatMark a store team is most likely to use.

Related solutions

Make WhatsApp easier for your store team.

Bring product questions, orders, and campaigns into one workspace with WatMark.

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