WhatsApp Reality Check
A day in a home decor brand: what goes wrong, and how it’s fixed
Nest & Clay is a made-up brand with 5 people answering one WhatsApp Business number. At each moment you’ll see the problem on WhatsApp first, then the same moment in oneCommerce.
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Morning rush
One phone, 5 people, 47 unread chats
Today, on WhatsApp
Chats 47UpdatesCalls- Anjali DesaiHi, what are the exact sizes of the terracotta planter set?
- Rahul SethiDo you ship to Goa?
- Nina PaulIs the vase handmade?
- Kabir AnandSizes of the rug?
- Ira GhoshCan I get it gift wrapped?
- Yash MehraBulk price for 20?
- Everyone shares one phone or one WhatsApp Web, so nobody knows who has replied.
- Some customers get two answers. Some get none.
With oneCommerce
NC82+📊Nest & ClayConnected · +91 98200 •••••Search name, number or wordsAllUnreadMineUrgentFollow up- ADAnjali DesaiSmall 6", medium 8", large 10" tall. Sharing a photo with a hand for scale!Zoya
- RSRahul SethiDo you ship to Goa?Kunal
- NPNina PaulIs the vase handmade?Rohan
- KAKabir AnandSizes of the rug?Zoya
- IGIra GhoshCan I get it gift wrapped?Kunal
‹ADAnjali Desai+91 98•••••826 👁 Owner Zoya ▾Orders⚑CloseToday
Hi, what are the exact sizes of the terracotta planter set?09:31
Rohan handed the chat to Zoya
Small 6", medium 8", large 10" tall. Sharing a photo with a hand for scale!Zoya 09:35 ✓
Reply to customerInternal noteType a reply✨ SuggestSendEvery planEvery 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 -
Will it fit?
The same answer, typed again and again
Today, on WhatsApp
Will it be too big for a window sill?11:00
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
NC82+📊Nest & ClayConnected · +91 98200 •••••Search name, number or wordsAllUnreadMineUrgentFollow up- ADAnjali DesaiHere it is on a 9" sill. The small and medium fit well 🌱Zoya
- NPNina PaulIs the vase handmade?Rohan
- KAKabir AnandSizes of the rug?Zoya
- IGIra GhoshCan I get it gift wrapped?Kunal
- YMYash MehraBulk price for 20?Rohan
‹ADAnjali Desai+91 98•••••826 👁 Owner Zoya ▾Orders⚑CloseToday
Will it be too big for a window sill?11:00
Planter set on a window sillZoya 11:01 ✓ · quick reply
Here it is on a 9" sill. The small and medium fit well 🌱Zoya 11:01 ✓
Reply to customerInternal noteType a reply✨ SuggestSendEvery planYour size photos 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 -
Where is it?
“Where is my order?” Again.
Today, on WhatsApp
When will my lamp arrive?13:00
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
NC82+📊Nest & ClayConnected · +91 98200 •••••Search name, number or wordsAllUnreadMineUrgentFollow up- VRVivek RaoIt’s out for delivery today! 🚚Kunal
- KAKabir AnandSizes of the rug?Zoya
- IGIra GhoshCan I get it gift wrapped?Kunal
- YMYash MehraBulk price for 20?Rohan
- TRTina RoyColour looks different in photo?Zoya
‹VRVivek Rao+91 98•••••166 👁 Owner Kunal ▾Orders⚑CloseToday
When will my lamp arrive?13:00
Order #NC7781 · ₹3,299 · PaidRattan floor lampOut for deliveryIt’s out for delivery today! 🚚Kunal 13:01 ✓
Reply to customerInternal noteType a reply✨ SuggestSendGrowth and ProThe 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 -
Broken in transit
A broken parcel, and a call to the courier
Today, on WhatsApp
The vase arrived cracked 😞14:58
Photo15:01
Sorry! We will check with the courier and get back15:35 ✓✓
Message- Someone calls or emails the courier to book a pickup and copies the address by hand.
- The customer hears nothing until the next day.
With oneCommerce
NC82+📊Nest & ClayConnected · +91 98200 •••••Search name, number or wordsAllUnreadMineUrgentFollow up- MKMeera KrishnanSo sorry! A pickup is booked for tomorrow and a new vase ships today. Tracking: nestclay.in/r/7790Kunal
- RSRahul SethiDo you ship to Goa?Kunal
- NPNina PaulIs the vase handmade?Rohan
- KAKabir AnandSizes of the rug?Zoya
- IGIra GhoshCan I get it gift wrapped?Kunal
‹MKMeera Krishnan+91 98•••••379 👁 Owner Kunal ▾Orders⚑CloseToday
The vase arrived cracked 😞14:58
Photo of a cracked vase14:58
Return pickup booked by Kunal
So sorry! A pickup is booked for tomorrow and a new vase ships today. Tracking: nestclay.in/r/7790Kunal 15:05 ✓
Reply to customerInternal noteType a reply✨ SuggestSendAdd-on · Courier returnsA return pickup, booked from the chat
Pick the items, check the address Shopify already has, and book the pickup. The customer’s message with the tracking link is ready to send.
More about courier returns -
Someone waits
Lost under newer chats
Today, on WhatsApp
Chats 63UpdatesCalls- Rahul SethiDo you ship to Goa?
- Nina PaulIs the vase handmade?
- Kabir AnandSizes of the rug?
- Ira GhoshCan I get it gift wrapped?
- Yash MehraBulk price for 20?
- Harpreet GillLet me check with our weaver and update you.
- A customer’s “Hello??” sinks below newer chats on a busy afternoon.
- “I’ll check and update you” is easy to forget.
With oneCommerce
NC82+📊Nest & ClayConnected · +91 98200 •••••Search name, number or wordsAllUnreadMineUrgentFollow up- HGHarpreet GillLet me check with our weaver and update you.Follow up · 4hZoya
- NPNina PaulIs the vase handmade?Rohan
- KAKabir AnandSizes of the rug?Zoya
- IGIra GhoshCan I get it gift wrapped?Kunal
- YMYash MehraBulk price for 20?Rohan
‹HGHarpreet Gill+91 98•••••878 👁 Owner Zoya ▾Orders⚑CloseToday
Can you do the cushion covers in mustard?12:20
Let me check with our weaver and update you.Zoya 12:25 ✓
No update for 4 hours
Reply to customerInternal noteType a reply✨ SuggestSendEvery planNobody 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 -
Interior designers
Business groups lost among family groups
Today, on WhatsApp
Chats 214UpdatesCalls- Family ❤️Mummy: 📷 Photo
- Building societyWater cut tomorrow 10 to 2
- Nest & Clay · DesignersStudio Aangan: Need 12 of the jute rugs for a café project. Lead time?
- School parentsIs tomorrow a holiday?
- Gym buddiesWho’s coming at 6?
- Reseller and client groups sit between family and society groups on one phone.
- Only the person holding that phone sees the orders.
With oneCommerce
NC82+📊Nest & ClayConnected · +91 98200 •••••Search name, number or wordsAllUnreadMineUrgentFollow up- Nest & Clay · Designers@Studio Aangan 10 days for 12 pieces. Sharing the trade price list now.Rohan
- KAKabir AnandSizes of the rug?Zoya
- IGIra GhoshCan I get it gift wrapped?Kunal
- YMYash MehraBulk price for 20?Rohan
- TRTina RoyColour looks different in photo?Zoya
‹Nest & Clay · Designers Owner Rohan ▾Orders⚑CloseToday
Studio AanganNeed 12 of the jute rugs for a café project. Lead time?17:30
@Studio Aangan 10 days for 12 pieces. Sharing the trade price list now.Rohan 17:38 ✓
Reply to customerInternal noteType a reply✨ SuggestSendGrowth and ProYour 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 -
Before logging off
How did today go? No idea.
Today, on WhatsApp
Chats 312UpdatesCalls- Rahul SethiDo you ship to Goa?
- Nina PaulIs the vase handmade?
- Kabir AnandSizes of the rug?
- Ira GhoshCan I get it gift wrapped?
- Yash MehraBulk price for 20?
- Tina RoyColour looks different in photo?
- The only way to know is to scroll through every chat.
- You can’t see who replied quickly and who didn’t.
With oneCommerce
NC82+📊Nest & ClayConnected · +91 98200 •••••Search name, number or wordsAllUnreadMineUrgentFollow up- RTReports · todayZoya
- RSRahul SethiDo you ship to Goa?Kunal
- NPNina PaulIs the vase handmade?Rohan
- KAKabir AnandSizes of the rug?Zoya
- IGIra GhoshCan I get it gift wrapped?Kunal
‹📊Reports · todayToday
12 mintypical first reply96%answered within an hour1promise missedEvery planKnow 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.
- Nest & Clay · Designers@Studio Aangan 10 days for 12 pieces. Sharing the trade price list now.Rohan
- HGHarpreet GillLet me check with our weaver and update you.Follow up · 4hZoya
- MKMeera KrishnanSo sorry! A pickup is booked for tomorrow and a new vase ships today. Tracking: nestclay.in/r/7790Kunal
- VRVivek RaoIt’s out for delivery today! 🚚Kunal
- ADAnjali DesaiHere it is on a 9" sill. The small and medium fit well 🌱Zoya
Today
Hi, what are the exact sizes of the terracotta planter set?09:31
Rohan handed the chat to Zoya
Small 6", medium 8", large 10" tall. Sharing a photo with a hand for scale!Zoya 09:35 ✓
- 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 home decor chats
Message us on WhatsApp and we’ll show you the inbox on a 15-minute call, set up for how your business works.
Every shop, customer, chat and order on this page is made up for the demo. The WhatsApp screens are illustrations.