A seasonal peak the team can't keep up with
Black Friday and Christmas multiply conversations tenfold. Hiring for the peak is not an option; leaving them unanswered costs the sale and the review.
Retail & e-commerce
Post-sale that doesn't flatten the team on Black Friday.
“Where is my order” and returns resolved by AI integrated with your system, queues with SLAs when volume spikes, repurchase campaigns over the official API and, for platforms, a merchant book with a health score.
For:E-commerce and D2C brandsRetail chains with central supportE-commerce platforms and agencies (B2B)
Today
Three problems that keep coming up in this sector
Order status and returns eating the team
Most messages are the same question with a different order number. Each one goes through an agent who opens another system.
Repurchase that depends on a generic blast
The campaign goes to the whole base, same text, and replies land on a number nobody is watching.
With Partenero
The same four products, configured for your sector
Sales, support, Customer Success and AI agents share one data layer and one history. What changes per sector is the queues, the journeys, the playbooks and the AI's rules.
Customer Experience
Support with queues and SLAs at peak
Omnichannel inbox on the official WhatsApp API, Instagram and email, with queues by topic, SLAs and history per customer.
- WhatsApp, Instagram and email together
- Queues by topic
- SLA with escalation
AI Agents
AI that actually looks up the order
Agent integrated over API with your order system: status, ETA, returns and policy answered without an agent. Outside the rules, it hands over with context.
- Status and ETA over API
- Returns by policy
- Escalates to a human
Partenero Sales
Campaigns over the official API, replies in the inbox
Repurchase and launch broadcasts over the official WhatsApp API and email, with each reply landing in a conversation with history.
- Official broadcast, no bans
- Segmented by history
- Replies become conversations
Customer Success
Merchant book with a health score
For platforms and agencies: each merchant is an account, with a health score by GMV, tickets and adoption, and retention playbooks.
- Health score by GMV
- Sales-drop alerts
- Renewal per contract
Use cases
Trigger and action, like a playbook
Each item below is a platform configuration, described in the present tense. It is not a promise of results: it is what the rule does when the trigger fires.
Customer asks where the order is
AI looks up the status over API and replies with the ETA; a delay beyond policy opens a priority ticket.
Return or exchange request
AI applies the policy, sends the instructions and opens the request; anything outside the rules goes to the queue with a summary.
Black Friday starts
Dedicated queue with its own SLA, AI covering the repeated questions and the team on exceptions.
Order delivered
NPS or CSAT on the same channel; detractors become a task, promoters enter the repurchase campaign.
Launch or restock
Broadcast over the official API to buyers of the category; each reply becomes an inbox conversation.
Platform: a merchant's GMV drops
Health score weighs the account and opens a task for the manager before renewal.
Integrations
Connectors that matter in this sector
E-commerce platform, OMS and logistics connect over API and webhooks; the AI looks up orders and ETAs with per-tool permissions.
See all integrations- Bling
- Omie
- Stripe
- Pagar.me
- RD Station
- Mailchimp
- ActiveCampaign
Frequently asked questions
Intelligent customer management
Bring your last peak to the conversation.
A 30-minute demo with a specialist. Bring last Black Friday's conversation volume and your three most repeated questions.
Other industries