Is WhatsApp Business included?

Yes. The platform supports the official WhatsApp Business API with Meta conversation fees passed through at cost.

Can the chatbot handle order status?

Yes. The bot reads order status, returns and shipping data straight from the connected commerce platform.

Will it survive a Black Friday spike?

Yes. Agents and channels scale on demand and supervisor tools let you watch live queue depth in real time.

Do agents see prior conversations from other channels?

Yes. Customer history is shared across voice, SMS, WhatsApp, Instagram and web chat — the agent picks up the thread the customer left on.

Solutions · Retail & eCom

Retail moves fast. Your support has to move with it.

One queue across voice, SMS, WhatsApp, Instagram and web chat. Built for stores that do not sleep.

Get A Free Trial See Pricing

6+ ChannelsWhatsApp BusinessShopify-Friendly24/7 Cover

Sipho D.

Customer · Cross-channel journey

Journey

2h 10m

WhatsApp9:41 AM

Any sizes left in navy?

AI Reply9:41 AM

Yes! Sizes 8–13 in stock.

Replied in 2.1s

Web9:43 AM

Added to cart · Aura Runner $129

Cart abandoned11:22 PM

1h 39m of inactivity

Trigger fired automatically

SMS11:45 PM

Sipho, you left Aura Runner in your cart 👟

Link clicked · 3 min later

Order #5231 · $129 paid

11:51 PM · Web · Checkout complete

RECOVERED

Live Channels

6 active

WhatsAppInstagramSMSVoiceWeb

Cart Recovery

$4,820

recovered today

23 min avg recovery

One Queue · Every Channel

One queue. Every channel a shopper might use.

Voice, SMS/MMS, WhatsApp, Instagram, Messenger and web chat — all on one agent seat in our omnichannel contact center, with shared history and WhatsApp Business.

Voice & MMS

SMS bulk + 1-1

WWhatsApp Business

Instagram & Messenger

Web chatbot

After-hours AI

Shared queue · Aisha's seat

24 in queue · 4 advisors live

Zinhle N.

Hey — is the linen tote still in stock in olive?

now

Daniel M.

Instagram

Saw the reel — do you ship to Cape Town?

Priya A.

Voice

Calling about order #2941 — never received tracking.

Thandi J.

SMS

Reply YES to confirm delivery for tomorrow 10–12.

Anonymous

Web chat

Do you do gift wrapping?

Shared customer history · last 90 days visible the moment an agent picks uporder · cart · tags

Cart Recovery

Cart recovery on the channel customers actually read.

Recovery flows fire on Shopify, BigCommerce and WooCommerce events. The reminder lands as an SMS or WhatsApp message — the kind of ping shoppers actually open — so abandoned baskets stop being silent revenue leaks, with an auto attendant picking up overflow voice calls.

Cart abandoned

Shopify fires an cart/abandoned event. TKOS picks it up.

Cart #C-2941

Linen tote · oliveR 489
Lumen face mistR 220

TotalR 709

Reminder · WhatsApp

delivered · read

Hi Zinhle, your linen tote is still waiting in your cart — R 709 with free delivery if you check out today.

kopibag.com/c/2941

Coming back now :)

Sent 38 minutes after abandonment

Checkout completed

Order #5012

PAID

R 709

Delivery in 1–3 days · tracking by SMS

Recovered

+18%

Time-to-buy

47 min

Black Friday Ready

Built for the busy season.

Holiday spikes do not need extra hardware. The platform scales agents and channels on demand, with our AI assistant handling overflow, and supervisor tools let you watch the queue rather than chase it.

Burst capacity

5×

Time-to-scale

0 min

Hardware buy

None

Supervisor · Live queue depth

autoscaling

9amnoon3pm6pm9pm

Agents online

18 / 24

ANDMPRLOMTFH+12

Avg wait

00:37

Holding under 1 min · all channels

Customer Stories

Stores that stopped losing Friday-night carts.

CX leaders running consumer brands on what changed when every channel landed in one queue.

Aisha Naidoo

CX Lead

KopiBag

5.0

“SMS and WhatsApp on the same seat as the phone means our updates land where customers actually look. We stopped losing carts to Friday-night silence.”

Omnichannel Inbox

Daniel Okonkwo

Head of Operations

Velour Apparel

5.0

“The chatbot resolves order status before it touches a human. Our agents only see the conversations that actually need a person.”

Website Chatbot

Mei Tan

Customer Success Manager

Tradewinds Coffee

5.0

“Holiday spikes used to mean overtime. We scaled agents and channels on demand, watched the queue, did not chase it.”

Burst Capacity

Faaiza Hendricks

Founder

Lumen Skincare

4.5

“Cart recovery on WhatsApp lifted our checkout rate noticeably in the first month. Customers actually open the message.”

Cart Recovery

FAQ

What CX leads ask before switching stores.

The real questions on our first call with a retail or eCom brand. Anything we missed — your account manager will walk you through it.

Yes. The Shopify connector keeps order, customer and cart data in sync with the agent workspace.

Get A Free Trial

One queue. Every channel a shopper might use.

Pull voice, SMS, WhatsApp, Instagram and web chat into the same workspace. Recover carts on the channel customers actually read.

Get A Free Trial See Pricing

14-day trialWhatsApp BusinessShopify connectorBurst capacity included

Solutions · Retail & eCom

Retail moves fast. Your support has to move with it.

One queue across voice, SMS, WhatsApp, Instagram and web chat. Built for stores that do not sleep.

Get A Free Trial See Pricing

6+ ChannelsWhatsApp BusinessShopify-Friendly24/7 Cover

Sipho D.

Customer · Cross-channel journey

Journey

2h 10m

WhatsApp9:41 AM

Any sizes left in navy?

AI Reply9:41 AM

Yes! Sizes 8–13 in stock.

Replied in 2.1s

Web9:43 AM

Added to cart · Aura Runner $129

Cart abandoned11:22 PM

1h 39m of inactivity

Trigger fired automatically

SMS11:45 PM

Sipho, you left Aura Runner in your cart 👟

Link clicked · 3 min later

Order #5231 · $129 paid

11:51 PM · Web · Checkout complete

RECOVERED

Live Channels

6 active

WhatsAppInstagramSMSVoiceWeb

Cart Recovery

$4,820

recovered today

23 min avg recovery

One Queue · Every Channel

One queue. Every channel a shopper might use.

Voice, SMS/MMS, WhatsApp, Instagram, Messenger and web chat — all on one agent seat in our omnichannel contact center, with shared history and WhatsApp Business.

Voice & MMS

SMS bulk + 1-1

WWhatsApp Business

Instagram & Messenger

Web chatbot

After-hours AI

Shared queue · Aisha's seat

24 in queue · 4 advisors live

Zinhle N.

Hey — is the linen tote still in stock in olive?

now

Daniel M.

Instagram

Saw the reel — do you ship to Cape Town?

Priya A.

Voice

Calling about order #2941 — never received tracking.

Thandi J.

SMS

Reply YES to confirm delivery for tomorrow 10–12.

Anonymous

Web chat

Do you do gift wrapping?

Shared customer history · last 90 days visible the moment an agent picks uporder · cart · tags

Cart Recovery

Cart recovery on the channel customers actually read.

Cart abandoned

Shopify fires an cart/abandoned event. TKOS picks it up.

Cart #C-2941

Linen tote · oliveR 489
Lumen face mistR 220

TotalR 709

Reminder · WhatsApp

delivered · read

Hi Zinhle, your linen tote is still waiting in your cart — R 709 with free delivery if you check out today.

kopibag.com/c/2941

Coming back now :)

Sent 38 minutes after abandonment

Checkout completed

Order #5012

PAID

R 709

Delivery in 1–3 days · tracking by SMS

Recovered

+18%

Time-to-buy

47 min

Black Friday Ready

Built for the busy season.

Burst capacity

5×

Time-to-scale

0 min

Hardware buy

None

Supervisor · Live queue depth

autoscaling

9amnoon3pm6pm9pm

Agents online

18 / 24

ANDMPRLOMTFH+12

Avg wait

00:37

Holding under 1 min · all channels

Customer Stories

Stores that stopped losing Friday-night carts.

CX leaders running consumer brands on what changed when every channel landed in one queue.

Aisha Naidoo

CX Lead

KopiBag

5.0

“SMS and WhatsApp on the same seat as the phone means our updates land where customers actually look. We stopped losing carts to Friday-night silence.”

Omnichannel Inbox

Daniel Okonkwo

Head of Operations

Velour Apparel

5.0

“The chatbot resolves order status before it touches a human. Our agents only see the conversations that actually need a person.”

Website Chatbot

Mei Tan

Customer Success Manager

Tradewinds Coffee

5.0

“Holiday spikes used to mean overtime. We scaled agents and channels on demand, watched the queue, did not chase it.”

Burst Capacity

Faaiza Hendricks

Founder

Lumen Skincare

4.5

“Cart recovery on WhatsApp lifted our checkout rate noticeably in the first month. Customers actually open the message.”

Cart Recovery

FAQ

What CX leads ask before switching stores.

The real questions on our first call with a retail or eCom brand. Anything we missed — your account manager will walk you through it.

Yes. The Shopify connector keeps order, customer and cart data in sync with the agent workspace.

Get A Free Trial

One queue. Every channel a shopper might use.

Pull voice, SMS, WhatsApp, Instagram and web chat into the same workspace. Recover carts on the channel customers actually read.

Get A Free Trial See Pricing

14-day trialWhatsApp BusinessShopify connectorBurst capacity included

Retail moves fast. Your support has to move with it.

One queue. Every channel a shopper might use.

Cart recovery on the channel customers actually read.

Built for the busy season.

Stores that stopped losing Friday-night carts.

What CX leads ask before switching stores.

Q1.Does it integrate with Shopify?

Q2.Is WhatsApp Business included?

Q3.Can the chatbot handle order status?

Q4.Will it survive a Black Friday spike?

Q5.Do agents see prior conversations from other channels?

One queue. Every channel a shopper might use.

Retail moves fast. Your support has to move with it.

One queue. Every channel a shopper might use.

Cart recovery on the channel customers actually read.

Built for the busy season.

Stores that stopped losing Friday-night carts.

What CX leads ask before switching stores.

Q1.Does it integrate with Shopify?

Q2.Is WhatsApp Business included?

Q3.Can the chatbot handle order status?

Q4.Will it survive a Black Friday spike?

Q5.Do agents see prior conversations from other channels?

One queue. Every channel a shopper might use.