WhatsApp Reality Check

A day in a fashion brand: what goes wrong, and how it’s fixed

Rang Threads is a made-up brand with 6 people answering one WhatsApp Business number. At each moment you’ll see the problem on WhatsApp first, then the same moment in oneCommerce.

09:30Morning rush
One phone, 6 people, 47 unread chats
Today, on WhatsApp
Rang Threads⋮
Chats 47UpdatesCalls
Kavya IyerHi! Is the block-print kurta still there in M?09:302
Ishaan RoyIs COD available?09:265
Tara SenDo you have this in XL?09:221
Mohit JainExchange kaise karein?09:183
Ritu BoseSent the photo of the kurta09:142
Aman GillAny Diwali sale?09:104
- Everyone shares one phone or one WhatsApp Web, so nobody knows who has replied.
- Some customers get two answers. Some get none.
With oneCommerce
RT82+📊
Rang ThreadsConnected · +91 98200 •••••Search name, number or words
AllUnreadMineUrgentFollow up

KIKavya IyerYes, M is in stock! Shall I keep one aside for you?Meera09:30
IRIshaan RoyIs COD available?Meera09:231
TSTara SenDo you have this in XL?Arun09:16
MJMohit JainExchange kaise karein?Riya09:091
RBRitu BoseSent the photo of the kurtaMeera09:02
‹KIKavya Iyer+91 98•••••696 👁 Owner Meera ▾Orders⚑Close

Today
Hi! Is the block-print kurta still there in M?09:31
Riya handed the chat to Meera
🔒 Internal note · Riya@Meera she bought the L last month, check if she wants M now09:32
Yes, M is in stock! Shall I keep one aside for you?Meera 09:34 ✓

Reply to customerInternal note
Type a reply✨ SuggestSend
Every plan
Every chat gets an owner
New chats land with your front desk person, who hands each one to the right colleague in a tap. Notes stay inside the team, and an @tag pulls someone in.
More about the team inbox
11:00Which size?
The same answer, typed again and again
Today, on WhatsApp

‹Neha Bansalonline⋮
What size should I take? I’m M in tops but my hips are 40"11:02
One minute, finding it in the gallery…11:03 ✓✓
Hello? Still there?11:14
Message
- The chart is found in the gallery and sent again, many times a day.
- Each person explains it a little differently.
With oneCommerce
RT82+📊
Rang ThreadsConnected · +91 98200 •••••Search name, number or words
AllUnreadMineUrgentFollow up

NBNeha BansalGo for L for a relaxed fit 😊Meera11:00
TSTara SenDo you have this in XL?Arun10:531
MJMohit JainExchange kaise karein?Riya10:46
RBRitu BoseSent the photo of the kurtaMeera10:391
AGAman GillAny Diwali sale?Arun10:32
‹NBNeha Bansal+91 98•••••632 👁 Owner Meera ▾Orders⚑Close

Today
What size should I take? I’m M in tops but my hips are 40"11:02
Size chart · kurta setsMeera 11:03 ✓ · quick reply
Go for L for a relaxed fit 😊Meera 11:03 ✓

Reply to customerInternal note
Type a reply✨ SuggestSend
Every plan
Your size chart in one tap
Type / in the reply box and pick a saved reply, with its picture if it has one. Everyone answers the same way, in seconds.
More about quick replies
13:00Where is it?
“Where is my order?” Again.
Today, on WhatsApp

‹Arjun Mehtaonline⋮
Ordered the linen shirt on Monday. Where is it?13:01
Please share your order number13:09 ✓✓
I don’t have it. I ordered with this number.13:12
Ok, checking…13:26 ✓✓
Message
- Someone opens Shopify, searches the phone number and copies the tracking link.
- Ten minutes for each order question, many times a day.
With oneCommerce
RT82+📊
Rang ThreadsConnected · +91 98200 •••••Search name, number or words
AllUnreadMineUrgentFollow up

AMArjun MehtaIt’s on the way and should reach you on Thursday. Track it here: rangthreads.in/t/1048Arun13:00
MJMohit JainExchange kaise karein?Riya12:531
RBRitu BoseSent the photo of the kurtaMeera12:46
AGAman GillAny Diwali sale?Arun12:391
ZAZara AliWhen will the new prints come?Riya12:32
‹AMArjun Mehta+91 98•••••696 👁 Owner Arun ▾Orders⚑Close

Today
Ordered the linen shirt on Monday. Where is it?13:01
Order #RT1048 · ₹1,890 · PaidLinen shirt, sage, LShipped · arriving Thursday
It’s on the way and should reach you on Thursday. Track it here: rangthreads.in/t/1048Arun 13:02 ✓

Reply to customerInternal note
Type a reply✨ SuggestSend
Growth and Pro
The order is right beside the chat
Open Orders and see what they bought, how they paid and where the parcel is. The tracking message goes into your reply with one tap.
More about Shopify orders
15:30Someone waits
Lost under newer chats
Today, on WhatsApp
Rang Threads⋮
Chats 63UpdatesCalls
Ishaan RoyIs COD available?15:243
Tara SenDo you have this in XL?15:181
Mohit JainExchange kaise karein?15:122
Ritu BoseSent the photo of the kurta15:065
Aman GillAny Diwali sale?15:001
Simran KaurHello??14:202
- A customer’s “Hello??” sinks below newer chats on a busy afternoon.
- “I’ll check and update you” is easy to forget.
With oneCommerce
RT82+📊
Rang ThreadsConnected · +91 98200 •••••Search name, number or words
AllUnreadMineUrgentFollow up

SKSimran KaurHello??No reply 1hRiya15:30
IRIshaan RoyIs COD available?Meera15:231
TSTara SenDo you have this in XL?Arun15:16
MJMohit JainExchange kaise karein?Riya15:091
RBRitu BoseSent the photo of the kurtaMeera15:02
‹SKSimran Kaur+91 98•••••500 👁 Owner Riya ▾Orders⚑Close

Today
Can I exchange the dupatta for a different colour?14:20
Hello??15:25

Reply to customerInternal note
Type a reply✨ SuggestSend
Every plan
Nobody waits unnoticed
No reply 1h marks a chat whose owner has seen it but not answered for an hour. Follow up catches promises like “will check and update you” left quiet for four hours.
More about alerts
17:30Resellers group
Business groups lost among family groups
Today, on WhatsApp
Rang Threads⋮
Chats 214UpdatesCalls
Family ❤️Mummy: 📷 Photo17:3012
Building societyWater cut tomorrow 10 to 217:2734
Rang Threads ResellersFarah Boutique: Need 20 pcs of the indigo set, mixed sizes, by Friday?17:252
School parentsIs tomorrow a holiday?17:2151
Gym buddiesWho’s coming at 6?17:187
- Reseller and client groups sit between family and society groups on one phone.
- Only the person holding that phone sees the orders.
With oneCommerce
RT82+📊
Rang ThreadsConnected · +91 98200 •••••Search name, number or words
AllUnreadMineUrgentFollow up

Rang Threads ResellersNoted both! @Farah dispatch on Wednesday, @Sunil on Thursday.Meera17:30
TSTara SenDo you have this in XL?Arun17:231
MJMohit JainExchange kaise karein?Riya17:16
RBRitu BoseSent the photo of the kurtaMeera17:091
AGAman GillAny Diwali sale?Arun17:02
‹Rang Threads Resellers Owner Meera ▾Orders⚑Close

Today
Farah BoutiqueNeed 20 pcs of the indigo set, mixed sizes, by Friday?17:30
Sunil KapoorSame for me, 10 pcs17:31
Noted both! @Farah dispatch on Wednesday, @Sunil on Thursday.Meera 17:36 ✓

Reply to customerInternal note
Type a reply✨ SuggestSend
Growth and Pro
Your business groups, handled by the team
Follow the WhatsApp groups that matter. Everyone sees who wrote what, and replies go from your number with an @mention.
More about WhatsApp groups
19:00An upset customer
An angry customer, buried
Today, on WhatsApp
Rang Threads⋮
Chats 238UpdatesCalls
Ishaan RoyIs COD available?18:562
Tara SenDo you have this in XL?18:524
Pooja NairSecond time the colour is different from the photo. Refund today or I’m posting a review.18:501
Mohit JainExchange kaise karein?18:382
Ritu BoseSent the photo of the kurta18:343
Aman GillAny Diwali sale?18:301
- An upset message looks like every other chat in a long list.
- You find out from a one-star review.
With oneCommerce
RT82+📊
Rang ThreadsConnected · +91 98200 •••••Search name, number or words
AllUnreadMineUrgentFollow up

PNPooja NairSo sorry, Pooja. Your full refund is on its way today.⚑ UrgentMeera19:00
MJMohit JainExchange kaise karein?Riya18:531
RBRitu BoseSent the photo of the kurtaMeera18:46
AGAman GillAny Diwali sale?Arun18:391
ZAZara AliWhen will the new prints come?Riya18:32
‹PNPooja Nair+91 98•••••348 👁 Owner Meera ▾Orders⚑Close

Today
Second time the colour is different from the photo. Refund today or I’m posting a review.19:00
🔒 Internal note · Meera@Riya full refund on #RT1032?19:03
🔒 Internal note · RiyaYes, go ahead 👍19:05
So sorry, Pooja. Your full refund is on its way today.Meera 19:07 ✓

Reply to customerInternal note
Type a reply✨ SuggestSend
Every plan
An upset customer goes to the top
The chat is flagged Urgent and stays on top for everyone, with an alert to the owner and admins. Your team can flag it, and on Growth and Pro the AI spots complaints for you.
More about urgent chats
21:00Before logging off
How did today go? No idea.
Today, on WhatsApp
Rang Threads⋮
Chats 312UpdatesCalls
Ishaan RoyIs COD available?20:40
Tara SenDo you have this in XL?20:202
Mohit JainExchange kaise karein?20:00
Ritu BoseSent the photo of the kurta19:401
Aman GillAny Diwali sale?19:20
Zara AliWhen will the new prints come?19:003
- The only way to know is to scroll through every chat.
- You can’t see who replied quickly and who didn’t.
With oneCommerce
RT82+📊
Rang ThreadsConnected · +91 98200 •••••Search name, number or words
AllUnreadMineUrgentFollow up

RTReports · todayRiya21:00
IRIshaan RoyIs COD available?Meera20:531
TSTara SenDo you have this in XL?Arun20:46
MJMohit JainExchange kaise karein?Riya20:391
RBRitu BoseSent the photo of the kurtaMeera20:32
‹📊Reports · today

Today
11 mintypical first reply
97%answered within an hour
0promises missed
Every plan
Know how the day went
Reports show reply times, replies per person and promises kept or missed, so you see what’s working without reading every chat.
More about reports

All of it, in one dashboard

Every customer from today, with an owner on each chat. The ones waiting too long are marked, the upset customer is on top, and the order and your team’s notes sit beside the chat. On WhatsApp, the same day is 312 unread messages on one phone.

RT82+📊

Rang ThreadsConnected · +91 98200 •••••Search name, number or words

AllUnreadMineUrgentFollow up

PNPooja NairSo sorry, Pooja. Your full refund is on its way today.⚑ UrgentMeera19:00
Rang Threads ResellersNoted both! @Farah dispatch on Wednesday, @Sunil on Thursday.Meera17:30
SKSimran KaurHello??No reply 1hRiya15:302
AMArjun MehtaIt’s on the way and should reach you on Thursday. Track it here: rangthreads.in/t/1048Arun13:00
NBNeha BansalGo for L for a relaxed fit 😊Meera11:00
KIKavya IyerYes, M is in stock! Shall I keep one aside for you?Meera09:30

‹PNPooja Nair+91 98•••••348 👁 Owner Meera ▾Orders⚑Close

Today

Second time the colour is different from the photo. Refund today or I’m posting a review.19:00

🔒 Internal note · Meera@Riya full refund on #RT1032?19:03

🔒 Internal note · RiyaYes, go ahead 👍19:05

So sorry, Pooja. Your full refund is on its way today.Meera 19:07 ✓

Reply to customerInternal note

Type a reply✨ SuggestSend

OwnersEvery chat shows who’s handling it.
Waiting too longNo reply 1h and Follow up mark who’s waiting.
Urgent on topUpset customers can’t get buried.
NotesYour team talks inside the chat; the customer never sees it.

See it with your own fashion chats

Message us on WhatsApp and we’ll show you the inbox on a 15-minute call, set up for how your business works.

Book a demo on WhatsApp See pricing

Every shop, customer, chat and order on this page is made up for the demo. The WhatsApp screens are illustrations.

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A day in a fashion brand: what goes wrong, and how it’s fixed

One phone, 6 people, 47 unread chats

Every chat gets an owner

The same answer, typed again and again

Your size chart in one tap

“Where is my order?” Again.

The order is right beside the chat

Lost under newer chats

Nobody waits unnoticed

Business groups lost among family groups

Your business groups, handled by the team

An angry customer, buried

An upset customer goes to the top

How did today go? No idea.

Know how the day went

All of it, in one dashboard

See it with your own fashion chats

Other industries