People handling the conversation
How we help
Orders can be buried among photos, voice notes and repeated questions. When several people share an inbox without clear ownership, customers repeat themselves and the warehouse receives incomplete or conflicting instructions.
BrownBag manages WhatsApp enquiries as an operating service, using your product information, response playbook and order rules. We turn the conversation into a structured order or support case and keep its next action visible. This is human customer handling, with system connections added where they help the agreed workflow.
Discuss this service →The work, step by step
How the work is handled
Build the conversation playbook
Organise product answers, catalogue references, offers and payment guidance. Agree which conversations the team can resolve, how ownership changes and which issues need escalation to sales, finance or fulfilment.
Capture the details that matter
Clarify the selected item, variant, quantity and delivery details in the conversation. Confirm the order summary with the customer and enter the agreed record, retaining a reference back to the conversation.
Follow the handoff through
Pass payment questions and fulfilment instructions to their owners, then update the conversation status. Maintain separate queues for open questions, customer replies and completed cases so unfinished work remains visible.
Clear handover
What you receive
- WhatsApp product and response playbook
- Structured orders linked to conversation references
- Payment and fulfilment handoff queue
- Conversation outcomes and escalation report
Start the conversation
Prepare your brief
These details help us scope the work:
- WhatsApp setup and existing inbox process
- Catalogue, payment guidance and order policies
- Coverage requirements and team handoff contacts
Your questions, answered
Is this only a WhatsApp API integration?
No. This service provides the people and operating process for customer conversations. Technical inbox or API connections can support that work, but the core service is enquiry handling, order capture and follow-through.
Can you handle support as well as new orders?
Yes. We separate sales enquiries from existing-order cases and apply the appropriate response and escalation rules. That keeps a delivery problem from being treated like a new sales lead.