> ## 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: Social commerce seller

> Scenario: Nadia sells handmade jewelry on Instagram Direct and confirms payments on WhatsApp. She has one assistant (Sara) and peaks during Eid and…

**Scenario:** **Nadia** sells handmade jewelry on **Instagram Direct** and confirms payments on **WhatsApp**. She has one assistant (**Sara**) and peaks during Eid and wedding season.

**Plan:** **Growth** — broadcasts to past buyers, custom **AI Agent**, unlimited contacts not needed but Growth unlocks campaigns.

***

## The challenge

* Story replies and DMs flood in during live sales
* *“Is this still available?”* asked dozens of times per drop
* She needs to message past buyers without copying numbers into a spreadsheet
* Sara must run the inbox without Nadia’s personal phone

***

## Drop night — how Nadia and Sara work

| Time     | Nadia                                                       | Sara                                                       |
| -------- | ----------------------------------------------------------- | ---------------------------------------------------------- |
| 7 PM     | Goes live on Instagram stories                              | Opens **Chat**, filter **Instagram** + label `Live-[date]` |
| 7–9 PM   | Handles payment proofs on WhatsApp                          | Replies to availability questions using **Generate Reply** |
| 9 PM     | Pauses **AI Agent**                                         | Labels paid orders `Paid`, `Ship pending`                  |
| Next day | **Broadcast** `back_in_stock` to `Repeat buyer` on WhatsApp | Packs orders                                               |

***

## How Nadia uses Vendschat

### Instagram + WhatsApp in one Chat

**Settings → Workspace → Channels** → connect **Instagram Direct** + **WhatsApp**.

During a live sale, both see every *“PRICE?”* reply in **Chat** (`/chat`). Filter by channel icon or label — no app switching.

**Instagram setup:** Allow **popups** in the browser for **Connect with Instagram** — blocked popups are the #1 setup failure.

### Labels for drop workflow

| Label          | Meaning                                  |
| -------------- | ---------------------------------------- |
| `Live-Mar14`   | Asked during tonight’s live              |
| `Paid`         | Payment confirmed (screenshot in thread) |
| `Ship pending` | Needs courier                            |
| `Repeat buyer` | Bought before — broadcast audience       |

Create labels in **Settings → Workspace → Labels**. Sara filters **Chat** to `Live-Mar14` + unread — works top to bottom.

### Quick replies with Generate Reply

**Settings → Workspace → Generate Reply** — Nadia adds tones:

* **Friendly short** — *“Yes love, still available! Want me to hold it 30 min?”*
* **Translate** — when buyers write in English

In **Chat**, highlight draft text → sparkle **Generate Reply** → pick tone → edit one line → send.

Generate Reply helps **humans** — it does not auto-send to customers.

### AI Agent during live hour only

| Setting          | Value                                                      |
| ---------------- | ---------------------------------------------------------- |
| **Agent**        | Nadia Studio Bot                                           |
| **Template**     | Support                                                    |
| **Knowledge**    | Size chart + materials page (website source)               |
| **Status**       | **Paused** most days — toggle **Active** only during drops |
| **Instructions** | Answer length/size/material; never confirm payment         |

**Actions** (Update labels, Add comments): train in instructions — e.g. *“When someone asks price during a live, mention the live discount.”* Automated label application from bot actions is **instruction-guided** today; Sara still labels `Paid` manually when she sees proof.

**Assignment:** For high-volume drops, leave low-value threads **Unassigned** with bot **Active**; Sara takes over threads she assigns to herself.

### WhatsApp broadcast to past buyers

After restocking a bestseller:

1. Label everyone who bought before: `Repeat buyer` (during normal chats)
2. Ensure template `back_in_stock` is **Approved** in **Templates**
3. **Chat** → composer **Templates** → **Broadcast** tab
4. Select labels: `Repeat buyer` → pick template (image header if configured)
5. Optional **Schedule at (UTC)** for 8 PM local (convert to UTC)

**Requires Growth plan** for label broadcasts. Starter can still run inbox + Instagram; upgrade before the campaign.

### Product photos on WhatsApp

Nadia sends **product images** from **Chat** composer (photo attachment) when buyers ask *“show me the gold set.”*

**WhatsApp catalog product cards** (Meta Commerce catalog) are supported on the platform backend but **do not have a product picker in the composer UI yet** — use images + links in templates or manual media until catalog composer ships.

***

## Results solo sellers care about

* Never miss a story reply while packing orders
* Repeat revenue from labeled `Repeat buyer` broadcasts
* Sara runs **Chat** without Nadia’s personal phone — same workspace login

***

## Copy-paste playbook

1. Connect **Instagram Direct** + **WhatsApp**
2. Labels: `Live-[date]`, `Paid`, `Ship pending`, `Repeat buyer`
3. **Generate Reply** tones for Nadia’s voice
4. **AI Agent** — **Paused** by default; **Active** only during drops
5. **Growth** plan + approved template before first **Broadcast**
6. **Analytics** on WhatsApp number after campaigns (24h wait for read rate)

***

## Related docs

* [Use cases overview](/use-cases/use-cases-overview)
* [Messenger & Instagram](/channels/messenger-and-instagram)
* [Composer & Generate Reply](/inbox/composer-generate-reply)
* [Broadcasts](/broadcasts/campaigns)
* [Templates in Chat](/templates/templates-in-chat-and-broadcasts)