Commerce context for WhatsApp-first support operations

Limited availability • Select deployments

OMS Module (Limited Availability)

ShuttlePro’s OMS module is available for select deployments and can provide commerce context that improves WhatsApp-first customer support—especially for order status and operational exceptions—when connected with the CRM workflow.

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Typical go-live: 2 -5 Days

ShuttlePro’s OMS module is available for select deployments and provides commerce context that improves WhatsApp-first customer support—especially order status and operational exceptions—when connected with the CRM workflow.

Most teams start with CRM + AI bots and add OMS/commerce context only if it fits the deployment.

Why it Matters

Order context reduces repetitive support work—without turning OMS into your main product story.

• Agents manually check orders across tools
• Customers keep asking “where is my order?”
• Exceptions get handled in chat threads without tracking

With OMS/commerce context connected, support becomes faster and more consistent.

How it Works

A simple integration story: confirm scope → connect context → use it in support → track exceptions.

1

Confirm OMS module scope (select deployments)

We align on the operational workflows that need commerce context.

2

Connect order/shipping context

Shopify, existing OMS, couriers, or internal tools via API/webhooks (as applicable).

3

Make context available inside the support inbox

So agents and bots can see relevant details while replying.

4

Automate order-status intents and route exceptions

Order status handled faster; exceptions go to the right owner.

5

Track escalations as tickets (with audit trail)

Ownership, follow-ups, and accountability are clear.

Typical go-live is 2–5 days, depending on WhatsApp API setup and integration scope.

What this module enables

Outcomes-first benefits—without overpromising feature depth.

• Better order-status support automation (where configured)
• Faster handling of exceptions through tickets and ownership
• A cleaner operational trail when disputes/complaints arise
• Works alongside the core CRM + AI bots workflow

Use cases

Realistic scenarios where commerce context strengthens WhatsApp-first support.

📦

Order status queries

Handled faster with context inside the inbox.

🚚

Courier/shipping exceptions

Escalated into tracked tickets with ownership.

💵

COD-related disputes

Routed to the right owner with clear follow-up.

🔁

Multi-step follow-ups

Tracked end-to-end using ticketing workflows.

What makes ShuttlePro different

OMS is positioned as a module—your real edge is commerce context powering support operations.

1

CRM + AI bots is the primary product; OMS is an add-on module

Most teams start support-first and add OMS/commerce context only if it fits.

2

Commerce context connected to WhatsApp-first support operations

Faster order-status resolution, fewer manual checks, better handling of exceptions.

3

Operational accountability with tickets + KPIs + audit trail

Exceptions are tracked with ownership instead of staying inside chat threads.

Is OMS available for every ShuttlePro customer?

OMS is available for select deployments. Most teams start with CRM + AI bots first.

Do I need OMS to use ShuttlePro CRM?

No. CRM works independently; OMS/commerce context can be connected where needed.

Can OMS context improve order-status automation?

Yes—having order and shipping context helps bots and agents respond more accurately (where configured).

Can you connect to Shopify and other systems?

Yes—Shopify and API/webhooks can be used to connect commerce context based on your stack.

How do escalations get tracked?

Exceptions can be converted into tickets so ownership and follow-ups are clear.

How do we evaluate if OMS module fits?

How do we evaluate if OMS module fits? Chat on WhatsApp and share your current OMS/courier setup and top ops pain points. We’ll recommend the simplest setup.

Not sure if you need OMS, or just better commerce context for support?

Chat on WhatsApp and share your stack (Shopify/OMS/couriers). We’ll recommend the simplest setup.