E-commerce AI Customer Support
AI customer-service platform for Shopify and WooCommerce stores, with WhatsApp handoff to the merchant.
From store chat to your WhatsApp when it matters.
An embeddable assistant resolves the easy stuff from PDFs, DOCX, and product URLs the merchant already has. When a thread needs a human — a damage claim, a wholesale quote, a refund decision — the owner gets pinged on WhatsApp and answers from their phone. No second dashboard. No inbox to babysit.
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This is an animated mockup of the e-commerce AI support capability — not a live product. Store name, product, and conversation snippets are illustrative.
Embeddable widget for Shopify / WooCommerce
One script tag drops the assistant onto any storefront. Theme matches the store, and the widget auto-detects product context, cart state, and visitor language.
Document-trained agent (PDFs, DOCX, URLs)
Knowledge is ingested from the merchant's own policies, FAQs, and product URLs. The agent answers from the actual catalog instead of guessing or making things up.
WhatsApp-native handoff
When the AI can't resolve a thread, the owner gets pinged on WhatsApp and replies from their phone. No second dashboard to learn, no inbox to babysit.
Lead capture + CRM forward
Wholesale questions, B2B quotes, and high-intent visitors are tagged as leads and forwarded to the merchant's CRM with full conversation context attached.
Conversation tagging (support / sales)
Each thread is auto-tagged as support, lead, or escalation. Merchants see resolution rates, response times, and lead conversion across every channel in one view.
Two ORMs by design (Payload CMS + Drizzle)
Payload CMS handles marketing content for zero-latency reads inside Next.js. Drizzle handles billing tables with explicit schema control. Right tool for each surface.
AI customer-service platform for Shopify and WooCommerce stores, with WhatsApp handoff to the merchant.
Embeddable widget + merchant dashboard + content site, all on Next.js 15 with Payload CMS embedded for marketing content and Drizzle for billing tables.
Two ORMs on purpose: Payload CMS for marketing content (zero-latency reads inside Next.js) and Drizzle for billing tables (explicit schema control). When the AI can't resolve a thread, the owner gets pinged on WhatsApp and answers from their phone — no second dashboard. Knowledge is ingested from PDFs, DOCX, and URLs so the agent learns the merchant's actual catalog and policies.
How a request flows through it
Each request enters at the top of the diagram, flows through every box, and lands at the bottom — exactly the way the production system behaves. The scan-line traces where a live request would be right now.
What it's built with
The interesting parts
WhatsApp-native handoff
When the agent can't resolve a thread the owner is pinged on WhatsApp and replies from their phone — no second dashboard.
Two ORMs on purpose
Payload CMS for marketing content (zero-latency reads inside Next.js), Drizzle for billing tables (explicit schema control).
Document-trained agent
Knowledge ingested from PDFs, DOCX, and URLs so the AI learns the merchant's actual catalog and policies.
Dual-rail billing
Safepay handles PKR subscriptions where Stripe is unavailable; Paddle acts as Merchant of Record for international.
The calls that did most of the work
A handful of engineering choices shape how a system feels. Here are the ones we'd still defend — alongside what each one cost.
WhatsApp handoff instead of a second merchant dashboard
Merchants already live in WhatsApp; a new dashboard would go unused exactly when it matters — at night, on the road, mid-shift.
Tradeoff: WhatsApp's API rate limits, template-message rules, and approval flow become part of the product surface.
Two ORMs on purpose — one for content, one for billing
Marketing content needs editor-friendly authoring; billing tables need explicit schema control. Forcing both into one ORM degrades one or the other.
Tradeoff: Two ORMs to learn, two migration paths, two sets of generated types in the same project.
Dual-rail billing — domestic and international processors
Stripe isn't available in every market; pairing a domestic processor with a Merchant-of-Record handles tax and VAT complexity without building tax infrastructure.
Tradeoff: Two payment integrations and two reconciliation flows, and revenue reporting has to combine both rails.
Tell us what you're building.
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