Commerce context for WhatsApp-first support operations
Limited availability • Select deployments
OMS Module (Limited Availability)
Typical go-live: 2 -5 Days
Why it Matters
• 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
1
We align on the operational workflows that need commerce context.
2
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
• 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
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
1
Most teams start support-first and add OMS/commerce context only if it fits.
2
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.