Yulia Sokolova
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WhatsApp customer support for e-commerce
WhatsApp bot integrated with Shopify — order status, returns, recommendations. Hands off to humans when needed.
52% of customer messages resolved by bot alone.
0
Problem
D2C brand fielded 300+ WhatsApp messages daily. Two reps couldn't keep up; response time crept past 6 hours and reviews started reflecting it.
Channels
- WhatsApp Business
Sample turn
UserWhere is my order #2841?
AgentYour order ships today and arrives Friday — tracking: [link]. Anything else?
What I built
- Shopify-connected agent for order status, tracking, returns
- Recommendation engine using product catalog + customer history
- Always-handoff for refunds over €100 or complaint tone detected
- Per-rep dashboard showing handoffs with full conversation context
Limits
- WhatsApp Business API only — does not work on personal numbers
- Returns are initiated but final approval needs a human rep
AI tools used
- Claude
- Anthropic API
- n8n
@yulia.sokolova