To order from your app someone has to have downloaded it, remember it exists, find it among forty others, be logged in and not have forgotten the password. Five conditions. WhatsApp has none — and WhatsApp is already open.
The agent knows the last order, the address and the points because it lives inside the same system where the sales and the loyalty programme already are. It is not a bot with canned replies: it is the same software, answering.
Food is the most repeated order there is, and the channel that pays no marketplace commission is exactly the one with the most friction to repeat it.
And never opened again. Someone who installed and did not come back is a customer you already won and are losing every month.
The message arrives anyway. It sits unanswered until morning, and by morning they ordered somewhere else.
Matches the number to the customer: what they ordered, where it went and how many points they have. "The usual" is a lookup, not a marketing promise.
Builds it against your real catalogue and prices, not a separate list that goes stale. And sends your payment link: the agent never charges.
If it cannot solve it, a person on your team picks it up with the whole conversation in view. Nobody asks the customer to explain again.
A complaint does not get lost in a chat: it becomes a task with an owner and a date. And if the customer writes again, the thread reopens with everything before it.
| A reply bot | Delorean | |
|---|---|---|
| What it knows about the customer | Nothing. Every conversation starts from zero | Their last order, address, points and complaint history |
| Where the menu comes from | A list loaded separately, which goes stale | The same catalogue your app uses, with today prices |
| When it does not understand | Repeats the options menu | Hands over to a person with the full conversation |
| What happens next | The conversation closes and is lost | A ticket remains, with an owner and a date |
| Charging | Sometimes asks for card details over chat | Never. It sends your payment link and the sale is recorded |
| If the customer returns | Starts over | The thread reopens with everything before it |
| Where the sale lands | Nowhere, or in a separate spreadsheet | The same table as every other channel, with its customer and amount |
| Who configures it | An integrator, with a flow editor | You, writing the brief in plain language |
Written from each product's public documentation. They are mature tools and this page says where they are still better. No prices here: they change on their own and the page would end up lying without anyone touching it.
One branch WhatsApp Business number connected to its real catalogue and prices. The app and the marketplace stay exactly as they are.
Levels and rewards: whoever orders three times a week moves up, and gets something the marketplace does not have. That is the concrete reason they stop ordering there.
The rest of the locations, the regional board, and a daily summary that arrives on its own at eight in the morning without anyone opening a screen.
No. They write to the brand WhatsApp the way they write to anyone. No app, no signup, no password.
It is a WhatsApp Business number connected through the official Meta API. It can be the one you have or a new one; routing is decided by the number itself, so two brands can share the same system without mixing.
It hands the conversation to a person with the whole thread in view, and a ticket remains with an owner. The odd case is not lost: it is escalated.
Never. It leaves the sale ready and sends the payment link you already use. No card data goes through the chat.
The same catalogue your app uses. There is no second list someone has to remember to update.
Yes. Each brand has its number, its catalogue and its points programme, and the system is the same. What is not shared is one brand customers with the other.
They stay the same. This replaces nothing: it adds a channel that does not exist today, for the customer who was never going to download the app.
Yes, the same agent. Same knowledge, same stock, same points, for the visitor who arrived from a campaign and has not downloaded anything yet.
You write the brief in plain language, the way you would to someone starting a job. There is no flow editor and no nodes to connect.
In the same table as every other channel, with its customer, amount and origin. "How much did I sell today" has one answer, not three partial ones that do not add up.