Customer support for online stores
The question that decides the sale and the “where is my order?” that follows it, on one screen, with returning customers recognised on sight.
7 days free · No credit card · Cancel any time
pre-sale
09:41
09:42 ✓✓
The sale starts with a small question
“Does it work on 220V?”, “will it arrive before the 20th?”, “is this good for oily skin?”. Anyone who does not get an answer in minutes buys elsewhere. Instagram, WhatsApp, website chat and email land in the same queue, so nobody waits because they picked the wrong channel.
Two very different conversations on one number
Pre-sale is urgent and worth money immediately: the customer has the product in the cart and one question standing between them and checkout. Post-sale is volume: tracking, delivery windows, returns, invoices, cancellations.
Mixing both in one queue means agents answer in arrival order, and the full cart waits behind ten tracking questions. Routing rules and labels let you give pre-sale priority without leaving post-sale unattended.
That is the difference between answering well and answering the thing that actually decides the sale.
Conversations
The spike that arrives with the campaign
Black Friday, a collection launch, a post that took off: volume triples for two days and returns to normal the week after. Hiring for the peak makes no sense, and not hiring means silence on your highest-revenue day.
WootAI absorbs the repetitive part — delivery times, return policy, payment methods — from your help centre. The team keeps what has room to negotiate and the annoyed customer, which is where a person changes the outcome.
And the plan does not move with volume: conversations are not metered here, so a good month costs the same as a slow one.
Marina Costa
WhatsApp · +55 11 95555-0148
Internal note
They will, Marina. Orders placed today ship tomorrow and arrive in 3 working days.
One history · every channel
Recognising someone who already bought
A repeat customer forced to give the order number, the address and the problem again is a customer who does not come back. The history sits on the contact: what they bought, what they asked, what was promised last time.
Whoever takes the conversation today sees what happened last week, even if someone else answered on another channel. Private notes hold the agreement — “partial refund approved” — without the customer seeing it.
None of that is sophisticated. It is simply not making people repeat themselves.
Scheduled Messages
Your order is out for delivery! Arriving today before 6pm.
Answer before they buy somewhere else
Create the account, connect your WhatsApp and see the difference in the first week. Seven days free, no credit card.
What a week in the store looks like
The things that repeat in every online store, handled differently:
A question at 10pm with a full cart
WootAI answers size, voltage and delivery time from your help centre. The sale does not wait for the team to clock in.
“Where is my order?” thirty times a day
A saved reply with the tracking link, sent in two clicks by anyone on the team.
An Instagram comment turning into a sale
The direct message lands in the same queue as WhatsApp and website chat, with nobody watching a phone app.
A return request
Return label, separate queue and the order history alongside. The customer does not repeat the order number three times.
Black Friday week
Volume triples and the invoice does not: conversations are unlimited on paid plans.
The customer who always comes back
The contact record shows everything they bought and asked. You can treat them like a regular instead of a stranger.
What your team uses day to day
The same features on every plan, with no add-on fees and no conversation cap.
Shared inbox
Everyone answering the same number, without two people replying to one customer.
Canned replies
The text your team types ten times a day, saved and sent in two clicks.
Team routing
Conversations land with whoever solves them, by channel, keyword or hour.
Labels and private notes
Context kept on the contact, visible to the team and invisible to the customer.
WootAI
Answers the repeat questions from your help centre, at any hour.
Scheduled messages
Write the reminder now and set the hour it leaves, within business hours.
Frequently asked questions
- Can I answer Instagram and WhatsApp on the same screen?
- Yes, along with Messenger, email, website chat, Telegram and SMS. Every conversation lands in one queue with the contact's history, so nobody switches between apps to find out what has already been said.
- Does Wootdesk integrate with my store platform?
- There is no native integration with Shopify, WooCommerce or VTEX. Connections are made through the API or an automation via N8N, which covers most cases of pulling order status. If native integration is essential, weigh that before subscribing.
- What happens during a Black Friday spike?
- Nothing on the invoice: conversations are unlimited on paid plans, so cost follows team size and not message volume. Tools that charge per conversation or active contact tend to charge most in your best month.
- Can WootAI answer about delivery and returns?
- Yes, as long as that information lives in your help centre. It drafts from your own content, so the clearer your shipping and return policies, the better the answer. Anything with an exception goes to the team.
- Can I prioritise customers who are about to buy?
- Yes. Routing rules separate pre-sale from post-sale by channel or keyword, and labels show which stage each conversation is in. That keeps a full cart from queuing behind ten tracking questions.
- How many people can I put on support?
- Plans include 2, 4 or 8 users, with extra agents from about US$6 a month. You can reinforce the team during a campaign month and scale back afterwards, since billing is monthly with no lock-in.
Start with your own case
Seven days free, no card. Connect WhatsApp and Instagram and watch a day of store traffic land in one queue.
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