WhatsApp Reality Check
A day in a kids’ brand: what goes wrong, and how it’s fixed
Little Loom 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- Swati MishraHi, which size for an 18-month-old? She’s on the taller side.
- Ritika SoodSize for 3 years?
- Neha KapoorIs it 100% cotton?
- Arjun RaoGift wrap please
- Fatima ShaikhExchange for bigger size?
- Rohan DasMatching sibling sets?
- Everyone shares one phone or one WhatsApp Web, so nobody knows who has replied.
- Some customers get two answers. Some get none.
With oneCommerce
LL82+📊Little LoomConnected · +91 98200 •••••Search name, number or wordsAllUnreadMineUrgentFollow up- SMSwati MishraGo for 18–24 months, it has room to grow 😊Pooja
- RSRitika SoodSize for 3 years?Nidhi
- NKNeha KapoorIs it 100% cotton?Pooja
- ARArjun RaoGift wrap pleaseNidhi
- FSFatima ShaikhExchange for bigger size?Pooja
‹SMSwati Mishra+91 98•••••281 👁 Owner Pooja ▾Orders⚑CloseToday
Hi, which size for an 18-month-old? She’s on the taller side.09:31
Nidhi handed the chat to Pooja
Go for 18–24 months, it has room to grow 😊Pooja 09:34 ✓
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 -
Is it soft?
The same answer, typed again and again
Today, on WhatsApp
Is the fabric soft enough for sensitive skin?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
LL82+📊Little LoomConnected · +91 98200 •••••Search name, number or wordsAllUnreadMineUrgentFollow up- SMSwati Mishra100% organic cotton, no rough tags. Safe for sensitive skin.Pooja
- NKNeha KapoorIs it 100% cotton?Pooja
- ARArjun RaoGift wrap pleaseNidhi
- FSFatima ShaikhExchange for bigger size?Pooja
- RDRohan DasMatching sibling sets?Nidhi
‹SMSwati Mishra+91 98•••••281 👁 Owner Pooja ▾Orders⚑CloseToday
Is the fabric soft enough for sensitive skin?11:00
Fabric close-up · organic cottonPooja 11:01 ✓ · quick reply
100% organic cotton, no rough tags. Safe for sensitive skin.Pooja 11:01 ✓
Reply to customerInternal noteType a reply✨ SuggestSendEvery planYour fabric details 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 -
A customer calls
A missed call, never returned
Today, on WhatsApp
📞 Missed voice call at 12:30
Called you, please call back12:32
Message- A missed call shows only on the phone it rang on.
- Nobody calls back, and the customer buys elsewhere.
With oneCommerce
LL82+📊Little LoomConnected · +91 98200 •••••Search name, number or wordsAllUnreadMineUrgentFollow up- MGManish GuptaWanted to change the size on my orderPooja
- ARArjun RaoGift wrap pleaseNidhi
- FSFatima ShaikhExchange for bigger size?Pooja
- RDRohan DasMatching sibling sets?Nidhi
- DIDivya IyerWhen is the sale?Pooja
‹MGManish Gupta+91 98•••••210 👁 Owner Pooja ▾Orders⚑CloseToday
📞 Manish Gupta is calling. Pick up on the phone.
Missed voice call · 12:30
🤖 AutomaticSorry we missed your call! Tell us how we can help and we’ll reply here.12:30
Wanted to change the size on my order12:31
Reply to customerInternal noteType a reply✨ SuggestSendEvery planA 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 -
A change of plan
A refund needs the owner’s laptop
Today, on WhatsApp
Actually please cancel it, I found the same set at home.13:58
I’ll ask the owner and update you14:05 ✓✓
Please do it fast, I don’t want it now14:45
Message- Only the owner can cancel or refund, and only from Shopify.
- The customer waits until the evening.
With oneCommerce
LL82+📊Little LoomConnected · +91 98200 •••••Search name, number or wordsAllUnreadMineUrgentFollow up- MGManish GuptaDone! Your ₹1,450 refund is on its way to your original payment.Nidhi
- RSRitika SoodSize for 3 years?Nidhi
- NKNeha KapoorIs it 100% cotton?Pooja
- ARArjun RaoGift wrap pleaseNidhi
- FSFatima ShaikhExchange for bigger size?Pooja
‹MGManish Gupta+91 98•••••210 👁 Owner Nidhi ▾Orders⚑CloseToday
Actually please cancel it, I found the same set at home.13:58
Order #LL6021 · ₹1,450 · PaidRomper set, 6–12 mNot yet shippedOrder cancelled and ₹1,450 refunded by Nidhi
Done! Your ₹1,450 refund is on its way to your original payment.Nidhi 14:01 ✓
Reply to customerInternal noteType a reply✨ SuggestSendGrowth and ProCancel or refund without leaving the chat
When you switch it on, admins and the people they choose can cancel an order or refund it, in full or by items. Every action leaves a note in the chat.
More about cancel and refund -
Where is it?
“Where is my order?” Again.
Today, on WhatsApp
Has my order shipped? Need it for a first birthday.15:30
Please share your order number15:39 ✓✓
I don’t have it. I ordered with this number.15:42
Ok, checking…15:56 ✓✓
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
LL82+📊Little LoomConnected · +91 98200 •••••Search name, number or wordsAllUnreadMineUrgentFollow up- ASAyesha SiddiquiYes! It arrives Wednesday, in good time for the party 🎂Pooja
- NKNeha KapoorIs it 100% cotton?Pooja
- ARArjun RaoGift wrap pleaseNidhi
- FSFatima ShaikhExchange for bigger size?Pooja
- RDRohan DasMatching sibling sets?Nidhi
‹ASAyesha Siddiqui+91 98•••••160 👁 Owner Pooja ▾Orders⚑CloseToday
Has my order shipped? Need it for a first birthday.15:30
Order #LL6044 · ₹2,100 · PaidParty frock + headbandShipped · arriving WednesdayYes! It arrives Wednesday, in good time for the party 🎂Pooja 15:31 ✓
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 -
On the go
The business number lives on one phone
Today, on WhatsApp
Chats 29UpdatesCalls- Kiara ShahDo you do custom name embroidery?
- Ritika SoodSize for 3 years?
- Neha KapoorIs it 100% cotton?
- Arjun RaoGift wrap please
- Fatima ShaikhExchange for bigger size?
- Step away from that phone and the chats wait until you’re back.
- Or you carry the business phone everywhere.
With oneCommerce
LL82+📊Little LoomConnected · +91 98200 •••••Search name, number or wordsAllUnreadMineUrgentFollow up- KSKiara ShahYes! ₹150 per piece, 2 extra days.Nidhi
- ARArjun RaoGift wrap pleaseNidhi
- FSFatima ShaikhExchange for bigger size?Pooja
- RDRohan DasMatching sibling sets?Nidhi
- DIDivya IyerWhen is the sale?Pooja
‹KSKiara Shah+91 98•••••265 👁 Owner Nidhi ▾Orders⚑CloseToday
🔔 New chat assigned to you
Do you do custom name embroidery?17:00
Yes! ₹150 per piece, 2 extra days.Nidhi 17:04 ✓
Reply to customerInternal noteType a reply✨ SuggestSendEvery planThe inbox in your pocket
Install the inbox on any phone like an app, with notifications for the chats you own. Photos, voice notes and documents work like WhatsApp.
More about the phone app -
Before logging off
How did today go? No idea.
Today, on WhatsApp
Chats 312UpdatesCalls- Ritika SoodSize for 3 years?
- Neha KapoorIs it 100% cotton?
- Arjun RaoGift wrap please
- Fatima ShaikhExchange for bigger size?
- Rohan DasMatching sibling sets?
- Divya IyerWhen is the sale?
- The only way to know is to scroll through every chat.
- You can’t see who replied quickly and who didn’t.
With oneCommerce
LL82+📊Little LoomConnected · +91 98200 •••••Search name, number or wordsAllUnreadMineUrgentFollow up- RTReports · todayPooja
- RSRitika SoodSize for 3 years?Nidhi
- NKNeha KapoorIs it 100% cotton?Pooja
- ARArjun RaoGift wrap pleaseNidhi
- FSFatima ShaikhExchange for bigger size?Pooja
‹📊Reports · todayToday
12 mintypical first reply99%answered within an hour0promises 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.
- KSKiara ShahYes! ₹150 per piece, 2 extra days.Nidhi
- ASAyesha SiddiquiYes! It arrives Wednesday, in good time for the party 🎂Pooja
- MGManish GuptaDone! Your ₹1,450 refund is on its way to your original payment.Nidhi
- SMSwati Mishra100% organic cotton, no rough tags. Safe for sensitive skin.Pooja
Today
Hi, which size for an 18-month-old? She’s on the taller side.09:31
Nidhi handed the chat to Pooja
Go for 18–24 months, it has room to grow 😊Pooja 09:34 ✓
- 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 kids 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.