Glossary
Conversational commerce
Selling and supporting customers inside chat — not just sending links.
Conversational commerce is when customers discover, ask about, buy and get support for products through messaging channels — WhatsApp, web chat, Instagram DMs — instead of only browsing a website or app. The conversation carries product context, checkout links and order status.
For Indian D2C brands, conversational commerce often means WhatsApp-first: a customer sees a Reel, asks about size or COD, gets an instant answer from live catalogue data, and completes the order in the same thread or via a checkout link.
It differs from broadcast marketing on WhatsApp. Broadcasts push messages to many contacts. Conversational commerce is two-way: the customer asks, the business answers from real data, and the sale or support resolution happens in context.
Why conversational commerce matters
Indian customers already use WhatsApp to ask brands about price, stock, delivery and COD before buying. Brands that reply slowly lose the sale. Brands that reply with generic copy lose trust.
Conversational commerce connects those messages to your store — so answers reflect live inventory, shipping policies and order history rather than a static FAQ.
Higher intent
A DM or chat message often means the customer is closer to purchase than a passive page view.
Lower friction
Customers ask in their own words instead of hunting through product pages.
Repeat context
Order status and returns can continue in the same channel after purchase.
How conversational commerce works
A typical stack: your store (Shopify or WooCommerce) syncs products and orders to an AI platform. Customers message on WhatsApp or web chat. The AI reads catalogue and order data, answers questions, sends checkout links, triggers cart recovery, and escalates exceptions to humans.
1. Discovery
Customer finds product via ad, Reel or search.
2. Conversation
Customer asks about fit, stock, COD or delivery on WhatsApp or chat.
3. Resolution
AI answers from live data or human takes over with full context.
4. Purchase
Checkout link, payment link or COD order placed.
5. Post-purchase
Order updates, returns and repeat sales in the same channel.
E-commerce example
A fashion D2C brand runs Instagram Reels and WhatsApp as primary sales channels. A customer DMs asking if a kurta is available in size M and whether COD ships to Jaipur. The AI checks WooCommerce stock, confirms COD for that pincode, and sends a checkout link. The customer abandons checkout; two hours later a WhatsApp follow-up answers a shipping-time objection and they complete the order.
Channel
WhatsApp (with web chat on the storefront)
Data source
Live WooCommerce catalogue and shipping rules
Outcome
Sale recovered without a discount-only blast
How COMAI relates
COMAI is built for conversational commerce on Indian D2C stacks: native Shopify and WooCommerce sync, WhatsApp automation, cart recovery, WISMO support and COD verification. The AI answers from live store data and attributes revenue to conversations — not only ticket deflection.
Store-connected AI
Product, inventory and order answers from synced data.
WhatsApp-first
Catalogue sharing, recovery and COD workflows on WhatsApp.
Revenue focus
Measured on sales and recovery, not message volume alone.
Frequently asked questions
Start conversational commerce on WhatsApp
10-day free trial. Connect your store in minutes.