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Answer shoppers' questions before they leave for another store

Answer shoppers' product, delivery and return questions on Instagram, WhatsApp and your site before they buy elsewhere.

Start with your website. Add documents and answers later. You check everything before it goes live.

No website? Get started without one

At 7:40 PM a customer asks on Instagram: "Do you ship to Canada, and how long does it take?" Willow & Pine support answers, with the knowledge source it used.
A woman checking a parcel with her phone beside a laptop and stacked boxes
A woman checking a parcel with her phone beside a laptop and stacked boxes

A shopper asks about shipping on Instagram

Shipping questions come in at night

Shoppers ask about shipping, returns and stock on Instagram and WhatsApp, long before your support team starts.

The agent answers, support handles the orders

It answers from your shipping and returns articles, and brings in a person for damaged parcels.

Before: three messages unanswered across Instagram, website chat, email. After: the same three in one Flowlines inbox, answered by the AI agent or assigned to a teammate.

A shopper asks about returns

Here is how the agent answers a question like this. The answer comes from the shipping and returns article in your business knowledge.

Willow & Pine support answers a question from a customer using the knowledge source "Shipping and returns".
  • Answers from your shipping and returns articles
  • Can use your connected Shopify product catalogue
  • Brings in a person for damaged parcels

A day at an online store

Put together, this is a day at the shop. From a shipping question in the evening to a reply on an order question the next morning, one inbox holds both.

A day timeline: 7:40 PM Shopper asks about shipping; 9:00 AM Order question in the inbox; 9:20 AM Reply sent.

Ready on day one for e-commerce & D2C

And this is what your own workspace starts with. Pick this industry at sign-up and your workspace starts with this set. Each one starts off — you switch it on.

  • An AI agent

    Store support assistant

  • Automations

    7 automations, each starting switched off

  • Forms and drafts

    6 forms and 8 WhatsApp drafts you send to Meta for review

  • Pipeline and replies

    The Orders and returns pipeline and 20 quick replies

Questions store owners ask

What is set up for me when I sign up?

A starting set for a store: an agent, automations for return requests, back-in-stock requests and review requests (each one starts switched off until you turn it on), return, back-in-stock and bulk order forms, WhatsApp message drafts you send to Meta for approval, quick replies for your team and an orders and returns pipeline. Everything is editable.

How much does Flowlines cost?

Plans, and what each one includes, are on our pricing page. See pricing

Can the agent tell a customer where their order is?

Not in this template pack. The agent does not look up orders: it asks for the order number and hands the conversation to your team, who check your store or courier and reply.

Does it send abandoned-cart or order-status messages?

Not in this template pack. It covers product questions, returns, back-in-stock requests and reviews. If you want more, we can talk through what fits your store.

Will it approve refunds?

No. Return requests land in your pipeline, and your team checks each one against your returns policy before anything is accepted.

Can you set it up for us?

Yes. Ask us on the contact page and we will help load your products and policies, connect WhatsApp and Instagram and switch on the automations you want. Contact us

Still have questions?

Write to us with your question and the right team will reply.

Contact us

Also see

Where to go next.

Start with a free workspace

Start with a 14-day Pro trial. No credit card required.

Start freeSee pricing