Solutions
WhatsApp chatbot and customer service automation for e-commerce
A WhatsApp chatbot for e-commerce: when customers write on WhatsApp or Telegram, the AI Chatbot answers with the shipping, return and product facts in your knowledge base, saves buyers' contact details as leads and hands the chat to your team when unsure. The Community Manager handles Instagram and Facebook comments.
The challenge
The same questions every day
“When will my order arrive?”, “How long is the return window?”, “Do you have this in my size?” fill the team's day, and customers who write after hours wait until morning.
Fast but wrong answers
Copy-pasted replies can contradict the current promotion or return policy, and a wrong answer easily turns into a complaint that is hard to walk back.
Unanswered questions under posts
Stock, price and shipping questions in Instagram and Facebook comments sit unanswered in front of everyone.
No read on what content sells
Nobody regularly checks which posts and channels bring traffic and conversions, so the content plan runs on guesswork.
How OrqLabs handles it
A chatbot grounded in your knowledge base
FAQs, return and shipping policies, size charts, product page URLs and PDF/DOCX catalogs go into the knowledge base. The AI Chatbot reads the conversation history, searches the knowledge base and replies briefly in the customer's language; prices, discounts, delivery dates and policies come only from there, and it doesn't invent what it can't find.
Human handoff and one Inbox
When confidence is low, the customer asks for a person, or a complaint, refund or legal topic comes up, the chat switches to “Human”, the bot goes quiet and the team is notified. WhatsApp, Telegram, Messenger, SMS and email replies all land in the Inbox, with Take over, AI reply suggestions and Give back to bot on the same screen.
Comment replies in your brand voice
The Community Manager classifies Instagram and Facebook comments by sentiment and intent, answers questions from the knowledge base and escalates comments mentioning refunds or complaints to you. Keep auto-reply off in the first week to review drafts.
Product and campaign content
The Content Creator drafts platform-native posts, image prompts and a posting calendar for your products and promotions; after your approval, the Social Publisher schedules them for the best slots.
Weekly GA4 review
Every Monday the Analytics Strategist reads GA4 and social metrics against your session and conversion goals, explains what worked and proposes strategy changes, so the content plan runs on data rather than guesses.
Example flow
Connect your WhatsApp Business (Cloud API) number and Telegram bot to your store's project.
Add shipping times, return terms, size charts and FAQs to the knowledge base and test them in the Search tab with questions like “what's the return window?”.
Use the WhatsApp & Telegram chatbot template, pick the knowledge base and your team's working hours, and activate it.
A customer writes; the bot answers and, on purchase intent, asks for a name and phone or email and creates a lead.
On a complaint, return request or low confidence, the chat is handed to the team and an agent continues from the Inbox.
The hourly comment template answers Instagram comments, and Monday's GA4 review sums up which content and channels drove conversions.
Things to keep in mind
No store integration for order lookups
The integration catalog has no e-commerce platform connection such as Shopify or WooCommerce, so the bot can't look up a specific order's shipping status. Put general shipping info in the knowledge base and tell the bot in its task to hand off when a customer asks about an order number.
No Instagram DMs
The chatbot runs on WhatsApp, Telegram, Messenger, Slack, Discord and SMS. For Instagram, publishing, metrics and comment replies are supported; there is no DM channel.
WhatsApp rules
Once 24 hours have passed since the customer's last message, only Meta-approved templates can be sent. Campaign messages need the recipient's explicit opt-in and an approved Marketing template; in Turkey, commercial messages to consumers also require İYS registration.
Agents used
AI Chatbot
Auto-replies on WhatsApp, Telegram, Messenger and more
Community Manager
Replies to comments and mentions in your brand voice
Content Creator
Platform-native posts, captions, threads and calendars
Social Publisher
Schedules and publishes approved content at the best times
Analytics Strategist
Reads GA4 and social metrics, adjusts strategy
Report Writer
Weekly digest of everything the agents did
Ready-made templates
Frequently asked questions
Can the chatbot look up order status?
Not for a specific order, since there's no built-in store integration. It answers general shipping and return questions from the knowledge base and can be set up to hand order-specific questions to your team.
Will the bot make up prices or promotions?
Its instructions limit prices, discounts, delivery dates and policies to what's in the knowledge base; if nothing matches, it says it will check with the team. Keeping your price list and promotion terms current in the knowledge base matters.
Can it reply to Instagram DMs?
No, OrqLabs has no Instagram DM channel. On Instagram the Community Manager answers post comments; for messaging use WhatsApp, Telegram or Messenger.
How many conversations can I handle per month?
The monthly conversation limit depends on your plan: 200 on FREE, 3,000 on STARTER and 30,000 on PRO. Knowledge base documents are capped at 10, 100 and 1,000 respectively.
Can I send bulk WhatsApp campaigns?
Yes, but only to customers who opted in and with a Meta-approved Marketing template. People who reply “STOP” (or Turkish “DUR”, “İPTAL”) are removed from the list automatically.
Get started with OrqLabs
Build your first workflow today
Start on the free plan: connect your accounts, pick a template and stay in control with approval steps. No credit card required.