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WhatsApp Reality Check

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

Saanvi Jewels 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.

  1. Morning rush

    One phone, 6 people, 47 unread chats

    Today, on WhatsApp

    • Everyone shares one phone or one WhatsApp Web, so nobody knows who has replied.
    • Some customers get two answers. Some get none.

    With oneCommerce

    SJ82+📊
    Saanvi JewelsConnected · +91 98200 •••••Search name, number or words
    AllUnreadMineUrgentFollow up
    • DADivya AgarwalYes, it’s available and can reach you by the 8th 💛Harsh
    • SOSimran OberoiIs it real gold?Harsh1
    • PSPayal ShahCan you do a video call?Ritika
    • NJNisha JainReturn policy?Harsh1
    • RNRekha NairIs this anti-tarnish?Ritika
    ‹DADivya Agarwal+91 98•••••781 👁 Owner Harsh ▾Orders⚑Close

    Today

    Hi, is the kundan choker set available for a wedding on the 12th?10:01

    Ritika handed the chat to Harsh

    🔒 Internal note · Ritika@Harsh wedding order, priority please10:02

    Yes, it’s available and can reach you by the 8th 💛Harsh 10:05 ✓

    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
  2. A price check

    “Please check our website”

    Today, on WhatsApp

    • Finding the right product link means leaving the chat and searching the store.
    • Shoppers sent to the website often don’t come back.

    With oneCommerce

    SJ82+📊
    Saanvi JewelsConnected · +91 98200 •••••Search name, number or words
    AllUnreadMineUrgentFollow up
    • DADivya AgarwalThey’re ₹3,450, and only 4 left: saanvijewels.in/p/kundan-dropsHarsh
    • PSPayal ShahCan you do a video call?Ritika1
    • NJNisha JainReturn policy?Harsh
    • RNRekha NairIs this anti-tarnish?Ritika1
    • KAKomal AroraAvailable for 15th?Harsh
    ‹DADivya Agarwal+91 98•••••781 👁 Owner Harsh ▾Orders⚑Close

    Today

    What’s the price of the matching earrings?11:30

    Kundan Drop EarringsGold plated · ₹3,450 · 4 leftLink added to the reply

    They’re ₹3,450, and only 4 left: saanvijewels.in/p/kundan-dropsHarsh 11:31 ✓

    Reply to customerInternal note
    Type a reply✨ SuggestSend
    Growth and Pro

    The right product link in seconds

    Search your live Shopify products by name beside the chat, check the price, and put the product link in your reply with one tap.

    More about product links
  3. A customer calls

    A missed call, never returned

    Today, on WhatsApp

    • A missed call shows only on the phone it rang on.
    • Nobody calls back, and the customer buys elsewhere.

    With oneCommerce

    SJ82+📊
    Saanvi JewelsConnected · +91 98200 •••••Search name, number or words
    AllUnreadMineUrgentFollow up
    • KBKiran BhattI wanted to ask if the bangles can be resized?Ritika
    • NJNisha JainReturn policy?Harsh1
    • RNRekha NairIs this anti-tarnish?Ritika
    • KAKomal AroraAvailable for 15th?Harsh1
    • SMSana MirzaPrice for the set?Ritika
    ‹KBKiran Bhatt+91 98•••••209 👁 Owner Ritika ▾Orders⚑Close

    Today

    📞 Kiran Bhatt is calling. Pick up on the phone.

    Missed voice call · 13:00

    🤖 AutomaticSorry we missed your call! Tell us how we can help and we’ll reply here.13:00

    I wanted to ask if the bangles can be resized?13:02

    Reply to customerInternal note
    Type a reply✨ SuggestSend
    Every plan

    A missed call becomes a chat

    While a customer is calling your number, a banner tells the whole team. Each call shows in the chat, and a missed call waits like a new message, with an automatic “sorry we missed your call” if you want one.

    More about calls
  4. Where is it?

    “Where is my order?” Again.

    Today, on WhatsApp

    • Someone opens Shopify, searches the phone number and copies the tracking link.
    • Ten minutes for each order question, many times a day.

    With oneCommerce

    SJ82+📊
    Saanvi JewelsConnected · +91 98200 •••••Search name, number or words
    AllUnreadMineUrgentFollow up
    • NSNeeraj SaxenaThank you! Could you confirm someone will be home on Friday to receive it?Harsh
    • SOSimran OberoiIs it real gold?Harsh1
    • PSPayal ShahCan you do a video call?Ritika
    • NJNisha JainReturn policy?Harsh1
    • RNRekha NairIs this anti-tarnish?Ritika
    ‹NSNeeraj Saxena+91 98•••••714 👁 Owner Harsh ▾Orders⚑Close

    Today

    Just placed an order for the temple necklace, cash on delivery.14:30

    Order #SJ5120 · ₹48,500 · Cash on deliveryTemple necklace setNot yet shipped

    🔒 Internal note · RitikaBig COD order. Confirm address and time before we ship.14:32

    Thank you! Could you confirm someone will be home on Friday to receive it?Harsh 14:34 ✓

    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
  5. Someone waits

    Lost under newer chats

    Today, on WhatsApp

    • A customer’s “Hello??” sinks below newer chats on a busy afternoon.
    • “I’ll check and update you” is easy to forget.

    With oneCommerce

    SJ82+📊
    Saanvi JewelsConnected · +91 98200 •••••Search name, number or words
    AllUnreadMineUrgentFollow up
    • KBKiran BhattI wanted to ask if the bangles can be resized?No reply 1hRitika
    • PSPayal ShahCan you do a video call?Ritika1
    • NJNisha JainReturn policy?Harsh
    • RNRekha NairIs this anti-tarnish?Ritika1
    • KAKomal AroraAvailable for 15th?Harsh
    ‹KBKiran Bhatt+91 98•••••209 👁 Owner Ritika ▾Orders⚑Close

    Today

    I wanted to ask if the bangles can be resized?13:02

    Seen by Harsh · no reply for 1 hour

    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
  6. An upset customer

    An angry customer, buried

    Today, on WhatsApp

    • An upset message looks like every other chat in a long list.
    • You find out from a one-star review.

    With oneCommerce

    SJ82+📊
    Saanvi JewelsConnected · +91 98200 •••••Search name, number or words
    AllUnreadMineUrgentFollow up
    • FKFatima KhanWe’re so sorry, Fatima. We’ll send a new ring and collect this one.⚑ UrgentHarsh
    • NJNisha JainReturn policy?Harsh1
    • RNRekha NairIs this anti-tarnish?Ritika
    • KAKomal AroraAvailable for 15th?Harsh1
    • SMSana MirzaPrice for the set?Ritika
    ‹FKFatima Khan+91 98•••••519 👁 Owner Harsh ▾Orders⚑Close

    Today

    The stone fell out of the ring on the first day. Really upset.18:30

    Photo of the ring18:31

    🔒 Internal note · Harsh@Ritika replacement or repair?18:33

    We’re so sorry, Fatima. We’ll send a new ring and collect this one.Harsh 18:40 ✓

    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
  7. Before logging off

    How did today go? No idea.

    Today, on WhatsApp

    • The only way to know is to scroll through every chat.
    • You can’t see who replied quickly and who didn’t.

    With oneCommerce

    SJ82+📊
    Saanvi JewelsConnected · +91 98200 •••••Search name, number or words
    AllUnreadMineUrgentFollow up
    • RTReports · todayRitika
    • SOSimran OberoiIs it real gold?Harsh1
    • PSPayal ShahCan you do a video call?Ritika
    • NJNisha JainReturn policy?Harsh1
    • RNRekha NairIs this anti-tarnish?Ritika
    ‹📊Reports · today

    Today

    8 mintypical first reply
    96%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.

SJ82+📊
Saanvi JewelsConnected · +91 98200 •••••Search name, number or words
AllUnreadMineUrgentFollow up
  • FKFatima KhanWe’re so sorry, Fatima. We’ll send a new ring and collect this one.⚑ UrgentHarsh
  • KBKiran BhattI wanted to ask if the bangles can be resized?No reply 1hRitika2
  • NSNeeraj SaxenaThank you! Could you confirm someone will be home on Friday to receive it?Harsh
  • DADivya AgarwalThey’re ₹3,450, and only 4 left: saanvijewels.in/p/kundan-dropsHarsh
‹FKFatima Khan+91 98•••••519 👁 Owner Harsh ▾Orders⚑Close

Today

The stone fell out of the ring on the first day. Really upset.18:30

Photo of the ring18:31

🔒 Internal note · Harsh@Ritika replacement or repair?18:33

We’re so sorry, Fatima. We’ll send a new ring and collect this one.Harsh 18:40 ✓

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 jewellery 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 WhatsAppSee 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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