> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vendschat.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Use case: E-commerce support team

> Scenario: UrbanGear sells sneakers on WhatsApp and Instagram Direct. Peak season brings 200+ messages a day about sizing, delivery, and returns.

**Scenario:** **UrbanGear** sells sneakers on **WhatsApp** and **Instagram Direct**. Peak season brings 200+ messages a day about sizing, delivery, and returns.

**Plan:** Started **Starter** (unlimited contacts); upgraded to **Growth** before their first label broadcast.

***

## The challenge

* Customers message on two channels — agents missed DMs on personal phones
* Same questions repeat: *“Where is my order?”*, *“Can I exchange size 42?”*
* Managers can’t see backlog or who owns VIP buyers
* Outbound shipping updates need **approved templates** outside the 24-hour reply window

***

## Week one — UrbanGear’s setup

| Day | Action                                                                                  |
| --- | --------------------------------------------------------------------------------------- |
| Mon | Connect **WhatsApp** + **Instagram** — **Settings → Workspace → Channels**              |
| Tue | Labels: `WISMO`, `Return`, `VIP`, `Sizing` — **Settings → Workspace → Labels**          |
| Wed | Keywords on labels: `refund` → `Return`, `track` → `WISMO` (auto-tags inbound messages) |
| Thu | **Support** AI Agent + FAQ PDF knowledge — **AI Agents**                                |
| Fri | Templates `order_shipped`, `delivery_tomorrow` — **Templates**                          |
| Sat | Invite 4 agents as **Member (Chat-only)** — **Team Members**                            |

***

## How UrbanGear uses Vendschat

### One inbox, two channels

All WhatsApp and Instagram DMs land in **Chat** (`/chat`). Agents filter by channel type or label instead of switching apps.

**Tip:** Instagram card titles may show `@username` from connection metadata; WhatsApp shows **phone number ID** on the channel card — open **Manage** for full status.

### Labels + keyword routing

| Label    | Routed to           | Keyword hints (optional)     |
| -------- | ------------------- | ---------------------------- |
| `Sizing` | Product specialists | `size`, `fit`                |
| `WISMO`  | Logistics queue     | `where`, `tracking`, `order` |
| `VIP`    | Senior agents       | (manual or CRM-driven)       |
| `Return` | Returns desk        | `refund`, `exchange`         |

Configure keywords on each label in **Settings → Workspace → Labels**. When a **customer** sends matching text, the thread can be **auto-tagged** (inbound only — images without captions won’t match).

**Assignment:** In **Chat**, open the **recipient panel** → **Assigned to** → pick a **teammate**, **team** (from **Settings → Groups**), or an **AI Agent**.

### AI Agent for tier-1 (nights & weekends)

| Setting        | UrbanGear choice                                            |
| -------------- | ----------------------------------------------------------- |
| **Name**       | UrbanGear Helper                                            |
| **Template**   | Support (from **AI Agents → Templates**)                    |
| **Knowledge**  | Return policy PDF + FAQ page                                |
| **Status**     | **Active** nights; **Paused** Mon–Fri 9–5 when humans cover |
| **Assignment** | Unassigned threads only — humans assign VIP manually        |

**Handover:** In agent instructions, UrbanGear writes: *“If the customer asks for a manager, lawyer, or chargeback, say a human will follow up and do not promise refunds.”* The bot’s **handover** system also watches the **bot’s own reply** for escalation keywords — train instructions for customer phrases like “manager” rather than relying on a hidden keyword list alone.

**Day shift:** Humans handle complex fits and angry threads.\
**Night shift:** **AI Agent** assigned to unassigned threads answers tracking FAQs from knowledge.

### Templates for outbound updates

Approved WhatsApp templates in **Templates** (`/template`):

* `order_shipped` — tracking link button
* `delivery_tomorrow` — address confirm

Used when the **24-hour session window** closed or for proactive carrier updates from **Chat** → **Templates** in the composer.

### Broadcast after a drop (Growth plan)

New Jordan colorway launch:

1. During chats, tag interested buyers with `Drop-Mar`
2. Open **Chat** → open any thread on the **WhatsApp** channel → **Templates** in composer
3. Switch to **Broadcast** tab → select label `Drop-Mar` → pick `drop_announcement` template
4. Optional: **Schedule at (UTC)** for Sunday 10:00
5. Send — replies land in **Chat**; filter `Drop-Mar` + unread

**Note:** Broadcasts target **labels** (threads that already have those labels on the selected channel). There is no CSV upload of cold numbers — compliance-friendly, but you must label during normal conversations first.

**Smart delivery** (pause on low read rate) is described in marketing materials but **not** in the dashboard send flow yet — UrbanGear schedules off-peak and watches **Analytics** instead.

### Analytics weekly review

Ops lead opens **Analytics** → WhatsApp channel card:

* **Failed** spike? Check template quality or bad numbers in **Message logs**
* **Read rate** drop? Test shorter template copy; wait 24h after sends before judging
* Export CSV for leadership — Messenger/Instagram cards exist but **full charts are WhatsApp-only** today

### Co-Admin for the ops lead

Before standup: *“What’s our WhatsApp delivery rate this week?”* or *“How many open threads?”* — Co-Admin uses live workspace data (not a dashboard page).

***

## Results teams like this care about

* First response time drops when AI covers nights and weekends
* Fewer missed Instagram DMs — everything in **Chat**
* Managers filter `VIP` + unassigned instead of asking *“how backed up are we?”* in Slack
* Repeat WISMO answers deflected to AI + templates

***

## Copy-paste playbook

1. **Settings → Workspace → Channels** — connect WhatsApp + Instagram
2. **Labels:** `WISMO`, `Return`, `VIP`, `Sizing` + keywords
3. **Groups:** `Logistics`, `Returns` — assign queues in **Chat**
4. **AI Agent** (Support template) + FAQ knowledge — pause during business hours
5. **Templates:** 2–3 shipping/return templates — wait for **Approved**
6. **Team Members:** agents as **Member (Chat-only)**
7. **Growth** plan before first label broadcast
8. **Analytics** every Monday — WhatsApp channel

***

## Related docs

* [Use cases overview](/use-cases/use-cases-overview)
* [Shared inbox & labels](/inbox/shared-inbox-and-labels)
* [Creating WhatsApp templates](/templates/creating-whatsapp-templates)
* [Broadcasts](/broadcasts/campaigns)
* [AI Agents overview](/ai-agents/ai-agents-overview)
* [Analytics](/analytics/channel-performance)