WhatsApp for Small Shops and Online Stores: Product Questions, Payment Links and Campaigns

For a small shop, WhatsApp is the shop floor after closing. A boutique gets "do you have this in a 38?", a florist gets "can you deliver Saturday?", a store that sells through Instagram gets "how much with shipping?" at 22:00. Convelly is built for those conversations: an AI that answers from your own price list and policies, a payment link dropped into the chat when the customer says yes, a customer record that remembers what they bought, and campaigns that reach the people who agreed to hear from you. It is not a shop system, and it does not try to be one: your stock and your orders stay where they are, and Convelly takes care of the conversation, the payment link and the customer. The guide on selling and taking orders on WhatsApp covers the wider topic; this page is about what Convelly does for a shop.

Product questions answered from your own price list

Upload your price list, your shipping and return policies and your FAQs, and the AI looks things up in them when a question comes up, in the language the customer writes in. It knows this customer's recent payment links and whether they were paid, their open deals and your team's private notes, so a regular is not treated like a stranger. Photos, videos, documents and messages with buttons flow through the chat both ways, so "do you have it in blue?" can be answered with a picture, and quick replies keep your standard answers with an attachment one click away for the team. When a question falls outside the AI's rules, it hands the conversation to a named colleague, and one switch in every conversation lets a person take over at any time.

Take the payment in the chat

When the customer says "yes, I'll take it", your team picks a product and drops a payment link into the conversation. The customer pays by card through Stripe without leaving WhatsApp, and Convelly records the link and whether it was paid on the customer's record, so the AI knows next time. Taking Stripe payments from inside a chat walks through the setup, and from chat to checkout: taking orders without a website is the wider guide to turning a conversation into a sale, from the first question to the payment.

Custom orders and quotes as deals

A custom cake, a made-to-measure piece, a bulk order for an office: anything with a quote and a wait is a deal in Convelly. Set up a pipeline such as Enquiry, Quote sent, Paid, Delivered, mark which stages mean won and lost, and drag deals between them. A payment coming in is a trigger, so an automation can move the deal to Paid on its own. A deal that sits in Quote sent for two days can start an AI follow-up with the goal "ask whether they still want the order", which writes its own messages, respects WhatsApp's 24-hour rule and stops the moment the customer answers.

Campaigns for launches and offers

A new collection, a seasonal offer, a restock: WhatsApp campaigns send one approved message to everyone who agreed to hear from you, to customers with certain tags, or to a list you pick by hand. Build the message in Convelly with an image header, the customer's name filled in, and up to ten buttons, including a link to your shop and a copy-code button for a discount code, then submit it to WhatsApp for approval from inside Convelly. People who opted out, are blocked or cannot be reached are left out, and you see why before you send. A large campaign is spread over several days automatically so WhatsApp does not limit your number, and for every person you see whether the message was sent, delivered or read.

Permission comes first, and Convelly keeps the record: each customer's marketing permission is stored with when and how it was given, and a reply of STOP is recorded on its own. WhatsApp opt-in and consent: what you need before you send explains what counts as permission, segmenting your audience for better WhatsApp campaigns shows how tags such as "bought in the last three months" turn into an audience, and the guide on WhatsApp marketing campaigns that people actually read covers the rest.

Suggesting the next thing, without being pushy

Because the AI and your team see the customer's recent payments, open deals and notes, a suggestion can be specific: the care product for the piece they bought, the vase that fits the bouquet they ordered last month. Quick replies hold your standard suggestions with a picture attached, and a completed deal can trigger a message a few weeks later. Upselling and cross-selling without being pushy is the guide to doing that in a way customers do not mind.

Questions after the sale

"Where is my order?", "can I return this?", "the size is wrong" arrive on the same number as the sales questions. The AI answers what your return policy covers, from the policy you uploaded, and hands over to a person when a case needs judgement. The refund itself happens in your payment or shop system; in Convelly the conversation stays in one thread, the team leaves private notes, and views such as Needs reply and Waiting for the customer keep open cases visible. Handling returns and refunds in chat walks through the conversation side.

Instagram comments and DMs in the same inbox

Shops that sell through Instagram get most questions as comments and DMs. Both arrive in the same inbox as WhatsApp, and an automation can reply publicly to a "price?" comment, send the price list privately and turn the AI on to continue the chat. Leads from Facebook and Instagram ads become contacts on their own, with their answers saved, and a customer who writes on Instagram today and WhatsApp tomorrow is one record.

Your customers, your tags, your list

Every person who writes, pays or fills in a lead ad becomes a record in your customer list, with tags, source, extra fields you define, notes, deals and conversations. Import your existing customers from a spreadsheet with duplicates caught by phone and email, tag them during the import, and export any filtered list whenever you want. Plans are on the pricing page.

What Convelly is not

Convelly does not hold your products, stock or orders, and it does not track shipments. It works alongside the shop or the spreadsheet you already run, and takes over the part that happens in the chat: answering, taking the payment, remembering the customer and reaching out again. If that is the part that eats your evenings, it is the part worth automating first.