Conversational commerce that keeps shoppers coming back
Chatwoot helps you answer pre-purchase questions, fix orders fast, and keep customers loyal across chat, email, WhatsApp, and social DMs.
- Order details in one thread across channels
- Proactive notifications for delivery and delays
- Shared inbox for support, CX, and warehouse teams
Key outcomes
Higher conversion
Answer sizing, stock, and shipping questions instantly with live chat and WhatsApp.
Fewer WISMO tickets
Automate "where is my order" updates with tracking links and macros.
Lower returns
Use guided replies and media to clarify fit, care, and compatibility before purchase.
Loyalty loops
Re-engage VIPs and recent purchasers with WhatsApp or SMS campaigns.
Powered by core features
The features that make conversational commerce possible.
Message contains order number
Pattern: #WH-* or "where is my order"
OMS pushes status in
Chatwoot API · status + tracking saved
Send branded tracking link
Captain drafts the status reply for an agent
Deflect order-status questions without losing the human touch
Automation rules match order numbers in the message, your OMS pushes the latest status into Chatwoot through the API, and rules send branded tracking links back to shoppers, with Captain drafting replies for the edge cases.
- Match order numbers in message content with rules
- Have your OMS push status in through the Chatwoot API
- Send branded tracking links back to the customer
Guide shoppers through product fit, bundles, and promos
Turn browsing into buying. Quick replies for sizing and compatibility, shared photos and UGC, and label-based routing to sales, all from one conversation thread.
- Quick replies for sizing and compatibility
- Share photos or UGC without context switching
- Route chats to sales with labels and SLAs
Does the Alpine Jacket run true to size? I'm usually a medium in Nike.
Live Chat · 3:42 PM
Great question! The Alpine runs slightly slim. I'd recommend a Large for a Nike Medium. Here's our fit guide:
Agent Sarah · 3:43 PM
Would you like to add the matching Alpine Beanie? Customers who bought the jacket love the bundle, and it's 15% off this week.
Plays to launch
Concrete workflows your e-commerce team can use immediately.
WISMO automation
Deflect common order status questions without losing the human touch.
- Match order numbers in message content with rules
- Have your OMS push status in through the Chatwoot API
- Send branded tracking links back to the customer
Pre-purchase concierge
Guide shoppers through product fit, bundles, and promos.
- Quick replies for sizing and compatibility
- Share photos or UGC without context switching
- Route chats to sales with labels and SLAs
Returns and exchanges
Keep refunds under control while keeping customers happy.
- Return reasons captured via pre-chat form
- Offer exchange options with macros
- Notify warehouse and finance with labels
Influencer & social DMs
Handle spikes from campaigns without chaos.
- Queue social DMs in a single inbox
- Label by campaign for reporting
- Auto-respond during off hours with offers
Platform
Infrastructure, integrations, and controls purpose-built for e-commerce support.
Omnichannel in one place
Web chat, email, WhatsApp, Instagram, Facebook, and SMS stay threaded with full order context.
Deploy your way
Cloud for speed, or self-host to keep shopper data in your own stack.
Plug into your stack
Connect OMS, WMS, payments, and review apps through the REST API, outbound webhooks, and Dashboard Apps.
Common questions
Practical answers e-commerce teams ask before rolling this out.
Can Chatwoot show order details inside the inbox?
Order data comes from your store. Store order IDs, tracking links, and history as custom attributes, push them in from your store or OMS with the REST API, or embed your own order view as a Dashboard App. Captain can call those tools to fetch order status while drafting a reply. The packaged Shopify and WooCommerce integrations are not shipped yet.
Do you support WhatsApp commerce?
Yes. Manage WhatsApp Business conversations with message templates, canned responses, and automation rules alongside your other channels.
How does Chatwoot automate WISMO and returns?
Automation rules match the message content, add a label, assign the right team, and send a reply with your tracking link. Return labels and RMAs are created in your own returns tool, which can push updates back through the Chatwoot API, and Captain drafts replies that agents review.
Can we handle peak season volume?
Yes. Auto assignment, agent capacity limits, SLA policies, and rule-based routing keep response times predictable during peak sales. Agent capacity is on the Enterprise plan, and SLA policies, automation rules, custom attributes, and WhatsApp and SMS campaigns are on the Business and Enterprise plans.
How do we keep replies on-brand across channels?
Use canned responses, macros, and approved message templates so WhatsApp, email, and chat all match your brand voice, and have agents review every Captain draft before it goes out.
Can we hand off to 3PL or store teams automatically?
Yes. Automation rules can assign a shipping issue to a store team, and outbound webhooks notify your 3PL or store systems of the conversation event, while the customer thread and SLA timers stay in Chatwoot.
Related resources
See how Chatwoot handles e-commerce support
Bring your WISMO flow, order data, and channels and we will configure routing, automations, and Captain live.