WhatsApp customer support agent for a D2C brand
An AI agent on WhatsApp that answers order, delivery and return questions using live store data, and hands complex cases to the support team.
Problem
01 — OverviewMost support messages asked the same things — where is my order, how do I return this, is this in stock — and customers waited hours for a reply during sales.
Resolve routine questions instantly on WhatsApp with accurate, order-specific answers, and route everything else to a person with full context.
Solution
02 — Build- 01
The WhatsApp Business API delivers messages to an agent service that keeps conversation state per customer.
- 02
The LLM uses narrow tools — look up order, check shipment, start return, check stock — backed by the store and courier APIs.
- 03
Customers are verified by phone number and order ID before any order details are shared.
- 04
Low-confidence answers, complaints and refunds above a limit go to the helpdesk with a summary of the conversation.
Architecture
03 — SystemAI workflow
04 — SequenceReceive the message and load the customer's conversation state
Verify the customer before sharing order details
Call the relevant tool: order, shipment, return or stock
Answer in the customer's language with the live data
Hand off to a person when confidence is low or policy requires it
Technology & role
05 — DeliveryConversation design, agent and tool development, integrations, hand-off workflow and deployment.
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