An order may begin with a comment or a sizing question, but it needs accurate information and a clear path to become fulfillable. Connect the conversation with the store record so price, quantity and address are not scattered across messages.
Prepare product knowledge before accelerating replies
Maintain a reviewable reference for specifications, sizing, availability, delivery and returns. Update dependent responses when a product or offer changes so outdated messages do not keep making incorrect promises.
Mollkom interaction tools can use store and product context through enabled services. Test a straightforward question, an incomplete request and an exception requiring a person rather than checking only a greeting.
Move interest to an appropriate destination
Once the product is clear, use its page or the appropriate payment flow available to the business. The shopper should find the discussed item, variant and price. Do not request full card details in chat.
For a customized order, record requirements and define who approves price and timing before payment. A conversation should not create a warehouse commitment that operations cannot fulfill.
From conversation to execution
Scroll the table horizontally to see all columns.
| Stage | Information needed | Check |
|---|---|---|
| Question | Product and customer need | Answer from approved facts |
| Selection | Variant and quantity | Correct stock and price |
| Payment | Suitable destination | Reliable order confirmation |
| Escalation | Context and case reference | Clear owner |
Respect permission and channel-specific rules
Check permission before marketing follow-up and respect opt-outs. WhatsApp Business Platform has specific rules for business-initiated messages, templates and its customer-service window; review them when implementing the flow.
Treat Instagram and WhatsApp as separate permission and service environments. Successful publishing does not prove messaging readiness, and a connection does not enable every feature. Verify the actual account instead of generalizing from another one.
Escalate exceptions with context
Define escalation cases such as unmatched payment, a complaint, an address change after picking or an exception to policy. Pass the question, order reference and completed checks so the customer does not start again.
Measure resolution, order accuracy and case waiting time separately from reply volume. A conversation is not revenue; connect it to a confirmed order only through an appropriate measurement and permission process.
Common questions
Is every conversation a purchase lead?
No. It may be a service issue or general question. Respect the context instead of turning every reply into a promotion.
Can automated replies handle every case?
Provide a clear route to a person for exceptions and review answer quality regularly.
Your next step
Continue with Mollkom customer service, or register and start your store. Apply the process to a small sample before expanding.
Sources and references
Information reviewed on 27 September 2026. Service availability and provider terms can change.