An ecommerce CRM for shoppers who ask before they buy.
Fit questions, “is this back in stock?” and “can I swap for a medium?” come in as DMs and WhatsApp messages. inChat is designed so a real person on your team owns each one and can see what the shopper asked last time.
inChat is in early access. Features shown are in development.
The DM inbox is where sales are won and returns are argued
For a small brand, a big share of customer contact happens in messages: a shopper asks about sizing before checkout, someone wants to know where their order is, a customer wants to return a gift. These conversations are answered by whoever is logged into the Instagram app that day, with no record of what was promised. The next time that customer writes, nobody remembers she was waiting for a restock.
- 01
Fit and stock questions with no owner
Pre-purchase questions are the ones closest to a sale, but they sit next to spam and order complaints and get answered in whatever order someone scrolls.
- 02
Order questions with no context
The shopper asks “where’s my order?” and the person replying has to ask for the order number, then go find it, then remember to update the thread.
- 03
Promises lost between replies
“We’ll message you when it’s back” or “we’ll waive the return shipping” gets said once in a DM and never written down.
How a small team would handle shopper messages
This is the flow inChat is designed for. It’s in development; people answer every message, and nothing here is a bot.
Sort what’s arriving
Tag each conversation as pre-purchase, order question or return. Pre-purchase questions can route to the person who knows the product best.
Answer with the customer’s history in view
See past orders and promises noted on the contact, plus earlier conversations on any channel, before you reply.
Look up orders where they live
Order details stay in your store admin. Paste the order number into a field on the contact so the next person doesn’t have to ask again.
Set a follow-up for every promise
Restock messages, exchange confirmations and “I’ll check with the warehouse” get a reminder with a date, so someone actually sends them.
Track larger sales as deals
Custom orders, bulk gifting and wholesale inquiries go into a simple pipeline so they don’t get buried among everyday DMs.
A fit question at 8:47 PM. A person answered the fit question with real product knowledge, checked stock with a teammate, and the restock promise has a date and an owner. When Brianna writes back next week, whoever replies sees all of it.
The parts of inChat that matter here.
One inbox for DMs, WhatsApp and texts
Shopper messages from every channel you use land in one shared inbox with statuses, so the team can see what’s new, waiting and done.
See the unified inboxCustomer history across conversations
See every earlier conversation with a shopper, plus notes on past orders and promises, before you reply.
See customer historyReply drafts a person approves
The AI assistant in development can draft a reply from the conversation and your notes. Someone on your team edits and sends it; nothing goes out on its own.
See the AI assistantConversation views and statuses
Filter by pre-purchase, order question or return, and by who owns it, so the questions closest to a sale get answered first.
See conversation management- inChat isn’t a storefront, product catalog or checkout. Shoppers buy on your site as usual.
- There’s no Shopify or other store integration, and none is scheduled. Order lookups happen in your store admin.
- It’s not a chatbot. There are no automatic answers to “where’s my order?” — a person replies to every message.
- Instagram DMs come next after launch. If most of your shopper messages are on Instagram, factor that timing in.
- Promotional texts and WhatsApp marketing need prior opt-in, and WhatsApp template messages need approval. Check with your provider or counsel; rules change.
- If you handle a high volume of order-status tickets, a dedicated helpdesk may suit that work better. inChat is designed for smaller teams having real conversations.
Ecommerce: your questions.
What inChat is designed to do for ecommerce, and what’s still being decided.
Ask us something elseNo. There are no store integrations, and none are scheduled. Some brands have asked for it, and we’re tracking that. For now, order details stay in your store admin and your team notes the order number on the contact.
No. inChat isn’t a bot platform. The AI assistant in development can summarize a thread or draft a reply, but a person approves everything that is sent.
Instagram DMs are planned for right after launch. WhatsApp and US SMS are the launch channels and are in development now. Request early access and tell us your channel mix.
inChat is built for one-to-one conversations, not broadcast campaigns. Messaging customers about restocks requires their consent, and on WhatsApp it requires approved templates outside the 24-hour window.
Pricing isn’t published yet. inChat is pre-launch and in early access, so request details and we’ll share them when they’re set.
Other ways teams use inChat.
Real estate
Showing requests, buyer and seller leads, and team handoffs in one shared inbox.
ExploreEducation
Enrollment inquiries, trial classes and intake deadlines, with parent and student linked.
ExploreProfessional services
Client intake, consult booking and document requests for firms that start by message.
ExploreAgencies
New-business inquiries, discovery calls, retainer proposals and the client threads after.
ExploreMake every conversation count.
Join the early-access list to see inChat in action, help shape what we build next, and be first to know when your team can start.
- A walkthrough built around your channels
- Early look at pricing and plans
- A direct line to the product team