What does an AI WhatsApp agent do for an online store?
An AI WhatsApp agent for e-commerce answers shoppers from the store’s synced product catalogue — price, stock, sizes, colours and photos — recommends products, and either creates the order in the chat or sends the product link, depending on the store platform. After the purchase, it can send the order updates the store reports, such as a cash-on-delivery confirmation or a shipping update.
- Answers product questions from your catalogue and sends product photos in the chat
- Suggests other products from the same catalogue when an item or size is out of stock
- Creates orders in the chat on WooCommerce, a custom store API or Scale Products, or shares the product link on EasyOrders
- Sends WooCommerce and EasyOrders updates, including a cash-on-delivery check with Confirm and Cancel buttons
- Hands returns, complaints and anything it can’t do to your team
What is Scale?
Scale is an AI customer-conversation platform built on Meta’s official APIs. It connects your WhatsApp Business number, Instagram and Messenger to one inbox, syncs your product catalogue so the AI answers from real data, and keeps every shopper as a contact with their conversations and orders. Your support team sees everything and can step in at any time.
Who it’s for
- WooCommerce stores that want orders, payment links and order updates on WhatsApp
- EasyOrders stores selling with cash on delivery
- Brands with a custom store and a REST API
- Instagram sellers without a website — products live in Scale Products and orders are taken in the chat
Where online-store sales stall in WhatsApp
Chat-first shoppers buy fast when they get an answer, and leave just as fast when they don’t. The losses cluster in four places:
Late-night questions, morning answers
Shoppers browse in the evening. A size question answered the next morning usually means a sale that went elsewhere.
Support drowning in repeat questions
Sizes, delivery areas, fees, return policy — the same answers typed again for every shopper.
Checkouts left unfinished
A shopper starts an order and stops. Without a timely nudge to someone who already asked you something, the sale disappears.
Unconfirmed cash-on-delivery orders
COD orders that nobody confirmed get refused at the door, and the delivery is paid both ways.
How Scale sells from your catalogue on WhatsApp
Scale answers from your real catalogue and acts on your store’s own order events, so what shoppers hear matches what you can ship.
Answers from live product data
Price, stock, sizes and colours come from the synced catalogue, in the shopper’s language. The AI sends the product photo and suggests alternatives from the same catalogue.
Takes the order where your platform allows it
On WooCommerce, a custom store API or Scale Products, the AI confirms the items and creates the order — WooCommerce shoppers get a payment link. EasyOrders doesn’t accept outside orders, so there it sends the product link.
Confirms cash-on-delivery orders
For WooCommerce and EasyOrders, an approved WhatsApp message asks the customer to confirm or cancel the COD order, and their answer updates the order in your store.
Brings shoppers back
On WooCommerce, a checkout left unpaid can trigger a reminder template — only for shoppers already chatting with you. Campaigns reach past customers by segment.
Order creation, order updates and checkout reminders depend on what your store platform allows and reports. The store connection guide lists exactly what each one supports.
What happens after a shopper messages your store
From a product question to a confirmed delivery, a WhatsApp sale moves through Scale like this:
- A shopper asks about a product on WhatsApp, Instagram or Messenger. Scale creates a contact and the chat lands in your shared inbox.
- The AI looks the product up in your synced catalogue, answers on price, stock, size and colour, and sends the photo.
- When the shopper wants it, the AI confirms the items and creates the order in your store — or, on EasyOrders, sends the product link to finish checkout.
- Your store’s events drive the follow-up: a payment confirmation, or a cash-on-delivery message with Confirm and Cancel buttons that updates the order.
- Shipping and delivery updates go out on WhatsApp where your store reports them.
- Returns, complaints or anything the AI can’t carry out go to your team with the full conversation attached.
What the e-commerce AI agent can do
Catalogue sync
WooCommerce, EasyOrders, custom API or Scale Products.
Product photos in the chat
Sent straight from your catalogue.
Orders in the chat
Created in your store; a payment link on WooCommerce.
COD confirmation
Confirm and Cancel buttons that update the order.
Order updates
Paid, shipped and delivered, where your store reports them.
Unpaid-checkout reminders
WooCommerce only, for shoppers already in a chat.
WhatsApp campaigns
Approved templates to customers by segment.
One support inbox
WhatsApp, Instagram and Messenger together.
Works with
Shoppers, orders and conversations in one place
Every shopper becomes a contact with their conversations, orders and stage, so support and sales work from the same history.
How to set up Scale for an online store
Connect your number
Sign in with Meta and link your WhatsApp Business number.
Connect your store
WooCommerce, EasyOrders or a custom API — or add products in Scale.
Write your policies
Delivery areas, fees, returns, and when to hand over to support.
Ask about a real product
Test the answers, then switch the AI on. No code is involved.
What changes for your store
Answers at the moment of intent
Stock, size and delivery questions answered while the shopper is still deciding.
Orders without leaving the chat
Shoppers confirm and get a payment or product link inside WhatsApp.
COD confirmed before dispatch
Customers confirm or cancel with one tap, and the store order updates.
Support and sales on one screen
Every conversation, order and contact in a shared inbox.
Scale vs. answering store chats by hand
| Task | By hand | With Scale |
|---|---|---|
| A stock question at 11 PM | Answered the next morning | Answered from your catalogue |
| Taking an order | Copied into the store by hand | Created in the chat |
| COD confirmation | Phone calls before dispatch | A WhatsApp message with buttons |
| Order status questions | Looked up one by one | Store updates sent on WhatsApp |
| Adding support staff | Shared phone or logins | Unlimited team members |
Connect your store and your WhatsApp number, then ask about stock, sizes and delivery the way a shopper would.
AI WhatsApp agent for e-commerce: questions answered
Which store platforms does Scale connect to?
WooCommerce, EasyOrders and any store with a REST API — plus Scale’s own product catalogue if you don’t have a store yet. The AI answers from the catalogue it syncs. See the store connection guide.
Can the AI take orders on WhatsApp?
Yes, on WooCommerce, a custom store API or Scale Products: the AI confirms the items with the shopper and creates the order, and WooCommerce shoppers receive a payment link. EasyOrders does not allow orders to be created from outside, so there the AI sends the product link to complete the purchase.
Can Scale confirm cash-on-delivery orders?
Yes, for WooCommerce and EasyOrders. Scale sends an approved WhatsApp message with Confirm and Cancel buttons, and the customer’s answer updates the order in your store.
Does Scale recover abandoned carts?
On WooCommerce, within limits: when a checkout stays unpaid, Scale can send a reminder template — but only to shoppers who already have a WhatsApp conversation with your store, because a phone number typed at checkout is not permission to message someone. It is not available for EasyOrders or Scale Products.
Can it understand product photos customers send?
It can read an image a shopper sends and continue the conversation from it. It does not match photos against your catalogue automatically, so it may ask which product they mean.
Can it sell without a website?
Yes. Add your products — with prices, photos, options and stock — to Scale Products, and the AI sells from it in the chat. Payment is arranged with your team.
Can my team take over a conversation?
Yes. Anyone on the team can take over with one tap and the AI stops replying in that chat. Returns, complaints and requests the AI cannot carry out go to your team with the full conversation.
How much does Scale cost for an online store?
Every plan includes every feature, unlimited team members and unlimited workspaces; plans differ only by monthly message volume. You can start with a 14-day free trial with no credit card — see Scale pricing.
AI WhatsApp agents for other industries
One platform, set up differently for each kind of business. Each page explains the workflow for that industry.