A customer asks about a jacket while you’re packing orders. Niwa checks the store, answers the question and helps them take the next step, right there in WhatsApp.
Hi! Is the olive jacket still available in medium?
09:41✓✓
Niwa:
Hi! Yes, medium is in stock.
09:41
Customer:
Is it a loose fit? I usually wear a medium.
09:42✓✓
Niwa:
It has a relaxed fit. The product page has the measurements, so you can check before choosing your size.
09:42
Niwa:
Olive jacket
Medium is available
09:42
Customer:
That looks like the one. Where can I see the delivery details?
09:43✓✓
Niwa:
You’ll find them on the product page, together with the available sizes. Choose medium there when you’re ready to order.
09:43
Customer:
Perfect, thank you!
09:44✓✓
Niwa:
You’re welcome! Send me a message if you need anything else.
09:44
Your customer is already here.
It might be a question about a size, a delivery area or the service someone saw on your website. They have your number and they want an answer. Making them repeat the question in another form adds work at the moment they are deciding whether to buy.
Niwa connects the conversation to the information in your business. You configure the WhatsApp connection and the customer access rules. Incoming messages can then reach your customer-facing agent, with your website content and available store tools behind the reply.
An answer with your business behind it.
A helpful reply depends on what is actually available. For a product question, Niwa can use the connected WooCommerce catalog to find the relevant item and check the details exposed by the store. For a service question, she can use the information you have provided about how your business works.
The conversation can continue naturally. Someone asks about a jacket, then its fit, then where to order it. Niwa follows the request instead of treating each message as a fresh encounter. Where a detail is missing or a request needs a person, she should make that clear rather than fill the gap with a promise.
Give the reply somewhere to lead.
A product link lets the customer examine the item. A useful follow-up question can clarify what they need. If you offer bookable services, the conversation can lead toward your configured booking flow. The next step depends on the tools and permissions you have enabled.
You gain a channel that can do more of the everyday answering before you return to your phone. You can review what customers ask, see where information is missing and decide which conversations need your attention. The value is in the work completed and the questions resolved, not simply the number of messages sent.
The phone can stay in your pocket a little longer.
Niwa gives customers a way to make progress while you are serving someone else. Product knowledge, useful questions and a clear next step travel together in the same conversation. You keep the decisions that need your judgment.
Your own assistant can use WhatsApp too.
There are two different jobs here. Customers need help buying or booking. You may want to ask your private assistant to check stock, update a product or prepare a report. Niwa’s access settings keep those roles separate. A customer message does not grant permission to manage your website.
For your own authorized number, a practical request might be: ‘Check which jacket sizes are running low and show me the list.’ Once you have reviewed the result, you can give a specific follow-up instruction. The agent’s ability to act comes from the access you have assigned and the tools available on your installation.
Start with the questions you answer every day.
Add clear delivery information, return conditions, service details and accurate product descriptions. Connect WhatsApp, review which senders have customer or staff access, and test the conversations you already recognize from your inbox. Include awkward cases: an unavailable size, an unclear request and a question your site cannot answer.
Keep customer-facing help focused on the information customers should receive. Follow-up messaging depends on your connection, the recipient’s permission and the channel’s rules. Connecting a number is not permission to send unsolicited messages. Review the channel and its delivery state before relying on it for time-sensitive communication.
Before you get started
Can a customer tell Niwa to change my website?+
Customer chat and founder access are separate roles. Only numbers or groups you authorize for business operations should receive that access. Review the access list during setup and whenever staff responsibilities change.
Does WhatsApp replace the chatbot on my website?+
It can work alongside it. Both can draw on the business information and tools you configure, while meeting customers in different places. Channel access and the continuity available to a conversation depend on the configured integration.
What should I test before using it with customers?+
Check pairing, incoming messages, reply delivery and the permissions for each role. Then test product questions, unknown information and a conversation that needs your personal attention.
Start with the conversation that keeps interrupting your day.
Bring one real task from your business. We’ll walk through the setup, the work and the result together.
