The Opportunity
Overview
Turns WhatsApp-style customer conversations directly into orders — so a business taking orders over chat isn’t manually retyping messages into a separate sales system.
The Challenge
Problem
A huge share of small-business ordering happens over chat — and every one of those orders gets manually retyped into whatever tracks inventory and invoicing, if it gets tracked at all.
That approach breaks down in predictable ways:
- Orders taken over chat live only in the chat app, disconnected from inventory and sales
- No record of who's handling a conversation or how fast they're replying
- Repetitive replies ("in stock?", "what are your hours?") get typed out every time
The Solution
Approach
The conversation and the order live in the same place — a rep creates a real order from inside the thread, tags conversations for follow-up, and falls back on quick-reply templates for the questions that come up constantly.
The solution included:
- Inbox with per-conversation response-time tracking
- "Create order from this chat" — turns a conversation directly into a Sales order
- Quick-reply templates for common questions
- Tagging (Sales / Support / Complaint) and assignment to a team member
- Bulk actions — tag or broadcast a message to multiple conversations at once
The Impact
Outcome
What it delivers
- Orders that start as a chat message and end as a real order, nothing retyped
- A real response-time number instead of a guess
- Common replies sent in one click instead of retyped every time
Significant decrease in human errors
