12 stores, one support team, and one agent replying to everyone

The challenge

Each store had its own numbers, the team juggled devices all day, and night messages waited until morning.

• 12 WhatsApp numbers, each on its own phone
• The same questions repeated in every store
• No single view of performance

What they did

1. 1
   Connected stores and channels

   All numbers in one inbox, with a tag for each store.

2. 2
   An agent that knows every store

   Replies from the catalog of the store the customer came from.

3. 3
   Automatic routing

   Chats that need a person go to the right team with a summary.

4. 4
   One performance dashboard

   Response time and sales per store and per agent.

The results