A WhatsApp AI agent for your online store: what it does and where it stops

Start with what customers ask. Shoppers ask about delivery time to their pin code, cash on delivery, size and fit, return policy, and where their order is. An agent answers all of that from your own information. Then give it the work online stores repeat every day:

1. Cart abandon → WhatsApp recovery in 1 hour — Abandoned cart triggers WhatsApp with personalised reminder and limited-time offer.
2. Order confirmation + shipping update on WhatsApp — Order confirmed, dispatched, and delivered — each milestone triggers WhatsApp automatically.
3. Re-order prompt after delivery — Two hours after delivery, a personalised WhatsApp with the product photo and a re-order link.
4. Re-purchase sequence based on product lifecycle — Product-specific re-purchase reminder at the right interval (e.g., skincare at 45 days).

The agent runs these on WhatsApp in the customer's language, day and night, and writes what it did back to the contact record so staff see the full history.

1. Catalogue — products, variants, prices, stock, from the store platform.
2. Size charts and fit notes — per category, with how items run.
3. Policies — shipping, delivery times by region, returns, exchanges, refunds, COD.
4. Care and usage — washing instructions, ingredients, warranties.

An AI agent is only as accurate as what you give it. On Reputoo it answers from your knowledge base — pages crawled from your website, documents and price lists you upload, and policies you write down — rather than from general knowledge. Two rules keep it right:

• If it is not in the knowledge base, the agent says it will check and hands over, rather than guessing.
• Prices, timings and policies live in one place. Update the source and the agent's answers change with it.

It also needs to see the records your online store already keeps — what to connect: the store platform — Shopify, WooCommerce or a custom stack — is the source of orders, carts and customer consent.

"I'm usually a 38 in shirts, which size should I take?" — the agent answers from the size chart and fit notes ("this style runs slim; size up if between sizes"), and links the right variant. Good sizing answers cut returns as much as they lift sales.

These are the moments customers remember, and they are worth a human:

• 68% of carts abandoned with no follow-up.
• Order tracking calls overload your support. "Where is my order?" is your most common support query. WhatsApp order updates answer it before customers ask.
• COD orders come back as returns. The order ships, the customer changes their mind, and you pay both legs of the shipping plus the packaging.

The agent can open each of these conversations and collect the details; a person should close anything involving a complaint, an exception to policy, or money that has not been agreed. Handover goes to the shared inbox with the full conversation attached.

The same agent that answers on WhatsApp can answer your online store's phone line as Vajra, Reputoo's voice agent, so a customer who calls gets the same answers as one who messages. It speaks 36 languages and switches to the caller's.

"A gift for my mother, she likes cotton sarees, under ₹3,000" — the agent shows a few matching products with photos and links, from the catalogue only. It never invents products, prices or stock.

The agent explains the policy for the specific order, starts eligible returns, schedules pickups, and reports refund status. Damaged or wrong items get photos collected and go to staff. It never promises a refund outside the policy.

Payment failures and deductions without orders are collected with the reference and handed to staff. The agent can send a fresh payment link for an unpaid order. It never asks for card numbers, PINs or OTPs.

The agent replies in the shopper's language across 36 languages — useful for stores selling across regions.

Match your brand: playful for a streetwear label, calm for a skincare brand. Read conversations weekly and adjust.

1. Connect the catalogue and orders; load policies and size charts.
2. Start with order tracking and returns.
3. Add sizing and recommendations once policies are handled correctly.
4. Review handovers daily.

The agent checks pin-code serviceability, COD availability and delivery times from your courier rules, and answers precisely — including honest estimates during sales and festivals, when couriers slow down.

Before dispatch, the agent changes addresses, sizes or quantities, or cancels, if the platform allows, and confirms. After dispatch it explains the options — refuse delivery, return after delivery — per your policy.

The agent handles gift wrap, message cards, delivery to another address and price-free invoices, and keeps tracking with the buyer unless asked otherwise.

"How do I wash this?", "is this suitable for sensitive skin?", "what is the warranty?" — the agent answers from care instructions, ingredient lists and warranty terms you provide. It does not give medical or dermatological advice beyond what the product information says.

The agent lets subscribers skip, reschedule, swap or pause within your rules, and passes cancellations to staff if you want to offer an alternative first.

The agent explains why a code did not apply — minimum order, excluded items, expired — from the offer rules. It never creates codes or extends offers.

A month of conversations shows which products get sizing questions, which policies confuse customers, and where orders stall. Those are product-page and policy fixes that raise conversion and cut returns.

When a customer wants to return for size, the agent offers an exchange first, checks stock, and arranges pickup and replacement together. It follows the customer's choice if they prefer a refund.

The agent checks the warranty period from the order date, collects the problem description and photos or video, and routes the claim per your policy — replacement, repair, or the brand's service centre.

Buyers asking about bulk orders are asked about quantities, products and location, and handed to the sales team with a summary. The agent does not quote trade prices unless you give it a published price list.

Damaged goods, refund disputes, payment problems and complaints go to support with the order, photos and the customer's words. The agent tells the customer when to expect a reply.

During sales the agent handles most tracking and offer questions. Update offer rules, delivery estimates and stock before the sale so answers stay accurate under load.

When a shopper asks for an out-of-stock size, the agent offers to notify them when it returns, records their consent, and suggests similar items in stock meanwhile.

For orders stuck at payment, the agent sends a fresh payment link on request and confirms when payment arrives. It never collects card details in the chat.

The agent shares order details only with the customer on record. Requests for someone else's order, address or invoice are refused politely with an offer to pass on a message.

The agent explains gift card balances and terms, and applies them to orders per your platform's rules. Lost or disputed gift cards go to support.

The day after delivery, the agent asks whether everything arrived as expected and handles the reply — starting a return with photos for problems, or sharing care tips and asking about new-arrival updates when all is well.

Give the agent your brand's voice, a few phrases you use, and what it must never say — no promises outside policy, no invented products. Read its conversations weekly and adjust.

For customers abroad, the agent answers delivery times including customs, duties and return rules for international orders, in the customer's language, and at any hour.

"What's the difference between these two jackets?" — the agent compares the two products from their details: material, fit, weight, price, care. It stays factual and lets the customer choose, linking both.

"What size did I buy last time?" or "can you send my last invoice?" — the agent answers from the customer's order history, shared only with the customer on record.

"Is this available in blue, size L?" — the agent checks live stock and offers a back-in-stock alert if not. It never promises stock that the platform does not show.