WhatsApp has over two billion users and SMS open rates above 90%. When customers reach out on these channels, they expect fast, conversational responses — not a ticket number. Bookbag's AI agent handles the full conversation natively: it reads the customer's message, looks up their order, and replies in the same thread, including taking real actions like starting a return or sending a tracking link.
What you get
WhatsApp Business API
Connect your WhatsApp Business number to Bookbag and let the AI handle incoming support messages automatically.
SMS support
Receive and respond to SMS inquiries through Bookbag — the same AI agent, the same store actions, in a text message.
Rich message support
Send order tracking links, return portal links, and product images directly in the WhatsApp thread.
Order lookup in-thread
The AI identifies the customer by phone number, looks up their orders, and answers tracking and order questions without asking for an order number.
Human escalation over messaging
When a conversation needs a human, it's routed to your shared inbox — the agent picks it up and replies in the same WhatsApp or SMS thread.
Opt-in and compliance handling
Bookbag manages message opt-in status so your outbound messages only go to customers who have opted in.
How it works
- 1Connect your WhatsApp Business number or SMS number to Bookbag
- 2Incoming messages are routed to the AI agent automatically
- 3The AI looks up the customer's order history by phone number
- 4It responds in the same thread — conversationally, with real answers and actions
- 5Escalations are routed to your team, who reply in the same messaging thread
Frequently Asked Questions
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