80% of support handled before a human reads it — on WhatsApp, around the clock
A furniture and decor brand shipping 2,000 orders a month was answering the same "where's my order?" question hundreds of times a week, hours after customers asked it. We built a RAG-based WhatsApp agent wired into their store — and their support queue finally stopped scrolling.
- 0
- of enquiries resolved automatically
- 0
- average response time — down from 4 hours
- 0
- lift in repeat purchase rate
The challenge
Where it started
A three-person support team faced 600+ conversations a week across WhatsApp and email. The vast majority were variations of five questions — order status, delivery windows, returns, product dimensions, assembly help — but each still cost a human lookup in Shopify and a typed reply, averaging four hours after the customer asked.
After-hours messages were the expensive ones: evening shoppers asking "will this fit my space?" got answers the next morning, long after the impulse (and often the customer) had moved on.
The approach
What we built
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1
Ground the agent in real answers
We built a knowledge base from the product catalog, policies, and 12 months of best support replies, indexed in Qdrant so the agent retrieves facts instead of inventing them.
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2
Wire it into the store
Through n8n the agent queries Shopify live: order status, tracking links, delivery estimates, and stock levels come from the source, not from a stale FAQ.
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3
Design the escalation, not just the answers
Refund requests, damage reports, and frustrated-tone messages hand off to the team in Slack with full context. The bot never argues with an unhappy customer.
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4
Tune on transcripts
Weekly reviews of unresolved conversations feed new answers into the knowledge base — resolution rate climbed from 61% at launch to 80% by week eight.
The stack
- WhatsApp Business API
- OpenAI
- Qdrant
- n8n
- Shopify
- Slack
The results
What changed
The team now touches only the conversations that need judgment — about one in five. Response time collapsed from hours to seconds, review scores followed, and the repeat-purchase lift paid for the build inside the first quarter.
“The WhatsApp bot answers 80% of our order questions before my team even wakes up. Best money we've spent on ops, full stop.”
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