Most contacts are one question
“Where is my order” is a large share of volume and is entirely answerable from data you already have.
Retail & e-commerce
WISMO, answered before anyone asks a human
Order status, returns, exchanges and product questions handled on WhatsApp and web chat, connected straight to Shopify or WooCommerce, and built to absorb the peak-season spike.
- WhatsApp Business Cloud API
- Licensed per module
- Retail vertical pack included
Illustrative interface. Order numbers, timings and stock are sample data, not a performance claim. The screen shows a WhatsApp conversation handled by an OptiML agent: the customer asks where their order is and whether they can change size, and the agent answers from a live Shopify lookup with dispatch status, a tracking link, the remaining return window and stock for the requested size, citing the returns policy. Controls alongside show the conversation was resolved without a human, with escalation reserved for refunds outside policy.
The problem in your world
Retail support volume is not complicated. It is repetitive, it is seasonal, and most of it is answerable from data the business already holds.
Peak breaks the staffing model
Sale weekends and festival season multiply volume overnight, and temporary agents are expensive and undertrained.
Abandoned carts don't come back on their own
The recovery window is hours, not days, and it needs a channel the customer actually opens.
From WISMO to cart recovery
Seven jobs a retailer hands to OptiML, each with the mechanism behind it.
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Order status and tracking
Real-time lookup through Shopify, WooCommerce or your own API, on whichever channel the customer used.
See the integrations -
Returns and exchanges
Policy-grounded eligibility checks, label generation and status updates, with escalation only for exceptions.
See knowledge & grounding -
Cart recovery
Triggered WhatsApp and SMS outreach within the recovery window, with the product, the price and a direct link.
See automation & workflows -
Product Q&A
Catalogue-grounded answers on sizing, materials, compatibility and availability, with upsell and cross-sell where relevant.
See knowledge & grounding -
Payment and refund status
Stripe, Razorpay and PayU integration for payment links and status checks inside the conversation.
See the payment connectors -
Post-purchase
Delivery notifications, review requests and CSAT capture, timed to the delivery event rather than to a schedule.
See analytics & reporting -
Peak absorption
AI carries the spike; human agents handle escalations and high-value customers.
See workforce management
Capabilities that matter here
These six capabilities turn a support queue into a commerce surface. All six ship with the platform, and the retail vertical pack configures them in one click.
WhatsApp Business API
WhatsApp Business Cloud API with template management, interactive buttons and lists, media and commerce flows.
Chat & omnichannelShopify and WooCommerce
Two-way integration for orders, fulfilment and catalogue, so the answer comes from the store itself and not from a copy of it.
IntegrationsProactive messaging
Trigger a message on cart abandonment, a delivery event or any custom signal, and send it inside the window where it still works.
Automation & workflowsProduct knowledge grounding
Sizing, materials, compatibility and returns answered from your catalogue and policy, with the source cited and a gate on anything unsupported.
Knowledge & groundingPayment integrations
Stripe, Razorpay, PayU and Adyen for payment links, refund status and reconciliation inside the conversation.
IntegrationsUniversal inbox
WhatsApp, web chat, Instagram, email and voice in one queue, so a customer who switches channel does not start again.
Agent DeskPoint it at your returns policy and one real order
We ground an agent in the policy, connect a test store, and run the “where is my order” conversation live on the call.
Wired to the commerce stack
Retail AI is only as good as its read access. These are the connections that let an answer be true at the moment it is given.
WhatsApp Business Cloud API
Templates, interactive buttons and lists, media and commerce flows, with outbound held to the same consent rules as the dialer.
Shopify and WooCommerce
Two-way integration for orders, fulfilment status and catalogue, so a status answer is read live and never served from a cache.
Stripe, Razorpay, PayU, Adyen
Payment links, refund status and reconciliation in the conversation, under the PCI-DSS compliance pack.
Consent and Do-Not-Track in the widget
Cookie consent, Do-Not-Track and data-deletion controls built into the web widget rather than bolted on by a tag manager.
PCI-DSS
GDPR
100+ connectors and custom actions
8 channels on one conversation model
Peak is a scaling problem, not a hiring problem
Each service autoscales independently with multi-region failover, and the AI layer routes across 11 LLM, 8 speech-to-text and 8 text-to-speech providers with automatic failover. A sale weekend is capacity, not a recruitment round.
Retail vertical pack included. The retail vertical pack ships pre-built agents, knowledge structure, compliance templates and workflows, all activated in one click.
A worked scenario, while the case study is in approval
A direct-to-consumer brand on Shopify, one festival weekend
WhatsApp is the primary support channel and the web widget is the secondary one; both reach the same agent, the same catalogue knowledge and the same customer record. “Where is my order” is answered from a live Shopify lookup, never a nightly export. Dispatch status, carrier link and remaining return window are all true at the moment they are said. An exchange inside policy is created in the conversation; anything outside it escalates with the policy clause attached.
Cart abandonment triggers a WhatsApp message inside the recovery window with the product, the price and a direct link, and a delivery event triggers the review request. Human agents spend the weekend on high-value customers and exceptions instead of on status questions. This describes configuration and mechanism; containment and recovery numbers belong to a named customer, and we do not have written approval for one yet.
- Live store lookup, not a nightly export
- Returns answered from the policy, with the clause cited
- Exchanges created inside the conversation
- Cart recovery inside the window that still converts
- Review and CSAT timed to the delivery event
- Humans on exceptions and high-value customers
We publish outcome figures only with the customer's written approval, so this slot stays empty until one is signed off. In the meantime the mechanism above is the honest version.
Related solutions
Three neighbours with the same pattern: high volume, a spike you can see coming, and a transaction sitting behind the question.
Travel & Hospitality
Booking management and disruption outreach, with rebooking options offered in the same conversation.
Travel & hospitalityTelecom
Plan, usage and billing self-service, recharges and outage notification at subscriber volume.
TelecomContact Centre
The in-house operation around it: IVR replacement, one omnichannel queue and a live supervisor floor.
Contact CentreThe platform underneath
Everything on this page is the OptiML CX Platform configured for Retail & E-commerce, not a separate product. These are the modules it leans on.
Book a working session
Ask it where your order is
Bring your returns policy, a product page or a WhatsApp thread from your own store. We will ground an agent in it and run it live on the call — not a canned demo.
- 30 minutes
- A working agent grounded in your content
- No slide deck unless you want one
Book a demo
30 minutes, on your own content. No slide deck unless you want one.
or reach us directly
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