AI agents for retail and e-commerce customer enquiries

Retail runs on quick answers: stock, price, delivery, returns. Coderva answers common shopper questions on WhatsApp and email, acknowledges every enquiry, and routes orders, returns, wholesale and complaint messages to the right person.

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Enquiries and conversations you can automate

  • Product availability, price, size, colour and delivery-time questions.
  • Order status, returns, exchanges and refund requests.
  • Wholesale, bulk and dealer enquiries.
  • Store timings, offers and policy questions.
  • Complaints that need a person.

How Coderva helps

  • Reply on WhatsApp with the WhatsApp Routing Agent, using the business information you provide.
  • Route order, return and wholesale messages by intent to the right team member.
  • Triage the shared support inbox with ERA and follow up on unanswered threads.
  • Order-status answers need a data source or endpoint you connect through agent tools; without one, the agent forwards the question to your team.

How to start

  1. Connect your channels: WhatsApp Business numbers through the Meta WhatsApp Cloud API, and your shared mailbox through ERA.
  2. Describe in plain language the kinds of enquiry you receive and what should happen to each: reply, forward to a person, or both.
  3. Add your business information, and for knowledge-heavy answers attach a knowledge base, so the agent answers from facts you provide.
  4. Send test messages, set a fallback for anything that matches no route, then enable the workflow and review every message in the execution history.

Good to know

Customer payment details should never be requested by an automated reply. Keep payment and account-specific actions with your team.

You decide what is automated. Each route can reply, forward the enquiry to a person, or do both, the agent can only use the destinations you saved, and every message and action is kept in the execution history so your team can review it.

Agent and workflow templates that apply

Start from a template

Frequently asked questions

Can the agent handle returns and refunds?

It can recognise a return or refund request, acknowledge it and forward it with the details to the right person. Approving a refund stays with your team.

Which channels does it work on?

WhatsApp through the Meta WhatsApp Cloud API on your WhatsApp Business numbers, and email through the ERA email routing workflow on your shared mailbox. They are separate workflows, each with its own setup and execution history, and you can run both.

Does the agent replace my team?

No. It handles the repetitive first response and sends real enquiries to the right person with the details attached. Anything that needs judgement, such as a custom price or a complaint, is forwarded to your team.

Also known as

Retail and e-commerce also covers what people search for as:

  • Retail Automation
  • Ecommerce AI Agents
  • Online Store Customer Support
  • Retail Operations AI
  • Merchandising Automation

Related

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