Store and curbside support with instant answers
Chatwoot gives shoppers inventory visibility, pickup coordination, and post-purchase care across chat, SMS, and WhatsApp.
- Inventory and pickup status in one thread
- Templates for hours, locations, and promos
- Routing by store, region, or department
Teams using Chatwoot
Key outcomes
Drive store visits
Answer "is it in stock?" and hold requests fast to capture intent.
Smooth BOPIS/curbside
Coordinate pickup windows and handoffs without phone calls.
Reduce returns
Guide sizing, compatibility, and care questions before purchase.
Consistent brand voice
Standardize replies and SLAs across every location.
Inventory checks without hold music
Customers ask about stock, staff confirm SKUs and holds in-line, and Chatwoot records store, pickup window, and loyalty info for follow-ups.
- Capture SKU and store location up front in conversation
- Ping store staff with @mentions and private notes for a quick confirmation
- Send hold confirmations with canned responses and macros
- Answer "is it in stock?" fast to capture purchase intent
Coordinate pickups with minimal friction
Share pickup instructions with canned responses, message customers when your order system reports the order is ready, and track the handoff in the same thread, all without phone calls slowing the team down.
- Send pickup instructions when your order system posts the status change
- Notify customers and staff when order is ready at curbside
- Track handoff completion and capture feedback in-thread
Plays to launch
Concrete workflows your retail team can use immediately.
Store inventory checks
Keep store teams and shoppers aligned.
- Capture SKU and store up front
- Ping store staff via tags or integrations
- Send confirmations and hold expirations
BOPIS and curbside
Coordinate pickups with minimal friction.
- Auto-send pickup instructions
- Notify when order is ready
- Track handoff and capture feedback
Promo and campaign spikes
Handle volume from sales events.
- Route by channel and label
- Use canned responses for common questions
- Escalate VIPs to priority queues
Post-purchase care
Keep customers loyal.
- Share care instructions
- Offer exchanges before refunds
- Collect CSAT and follow up with unhappy shoppers
Platform
Infrastructure and integrations that make retail support stick.
Omnichannel inbox
WhatsApp, SMS, chat, email, Instagram, and Facebook in one place with history.
Deployment options
Cloud for simplicity or self-host if you need tighter data control.
Retail integrations
Connect POS, inventory, and order systems with the REST API, Dashboard Apps, and outbound webhooks.
Common questions
Practical answers retail teams ask before rolling this out.
Can Chatwoot route conversations by store?
Yes. Create an inbox per store, region, or department, then use automation rules and SLA policies, both part of the Business and Enterprise plans, to assign and time each conversation.
Do you support Instagram DMs?
Manage social DMs alongside chat, email, SMS, and WhatsApp in one inbox.
How does Chatwoot keep replies on-brand?
Use shared canned responses and macros so every store answers the same way, per-inbox signatures for each brand, and private notes when the team wants to agree on the wording before replying.
Can we manage curbside and BOPIS updates?
Yes. Keep the order and SKU on the contact as custom attributes, have your order system post status changes into Chatwoot through the REST API, then reply with canned responses while automation rules assign the store team.
How do we connect loyalty or POS data?
Write loyalty tier and recent orders onto the contact as custom attributes with the Contacts API, or render your POS beside the conversation with a Dashboard App. Agents and Captain Copilot then draft replies from that context.
See how Chatwoot works for retail
Bring your store conversations and we'll configure routing, inventory context, and Captain live.