WhatsApp and Marketplace Order Automation for Pakistani Retailers
Pak-LLM connects to the WhatsApp Business Cloud API and marketplace webhooks so a retailer's customers can ask "where is my order?" in Urdu or English and get an answer from live order data. The agent handles status, returns, and cash-on-delivery follow-ups, and escalates to a human when the request falls outside its rules.
- Written for:
- Daraz and Shopify sellers, D2C brands, courier-backed retailers, and multi-outlet stores in Pakistan.
- Last reviewed:
- Author:
- Saad Bin Farrukh
Which systems does the WhatsApp agent connect to?
It connects to the Meta WhatsApp Business Cloud API for messaging, and to Daraz, Shopify, and courier webhooks for order and shipment state. Connector credentials are stored encrypted and webhook payloads are verified with HMAC signatures before processing.
- WhatsApp Business Cloud API for inbound and outbound messages.
- Daraz Open Platform webhooks for order and trade messages.
- Shopify webhooks and app proxy for order status and tracking.
- Courier tracking feeds for last-mile status.
How does the agent avoid giving wrong order information?
It answers from live order data rather than from model memory, and it refuses to state a status when the order cannot be found. If a lookup fails, the agent says so and hands the conversation to a human instead of guessing.
- Order facts come from the API response, not the language model.
- Unresolved lookups escalate rather than hallucinate a status.
- Refund and cancellation actions require an explicit policy match.
- Every automated action is written to an audit log.
Can it handle cash-on-delivery and return flows?
Yes. The agent can send COD confirmation prompts, reschedule a delivery attempt, and open a return request according to the retailer's policy. Refunds and policy exceptions are routed to a human queue.
- COD confirmation and re-attempt scheduling.
- Return request capture with reason codes.
- Policy-bound refund eligibility checks.
- Human handoff for exceptions and complaints.
What does it cost to run?
Pak-LLM usage is billed in PKR against a token allowance, and Meta bills WhatsApp conversation charges separately under its own pricing. Budget for both: the platform fee covers AI inference, while WhatsApp messaging is a pass-through cost.
- Platform: from PKR 950/month with 5M tokens included.
- WhatsApp conversation charges: billed by Meta, not by Pak-LLM.
- No per-seat charge for the support dashboard.
Frequently asked questions
Do I need my own WhatsApp Business account?
Yes. You connect your own Meta WhatsApp Business account through embedded signup. Pak-LLM acts as the integration layer; the business number and message history remain yours.
Does it work with Daraz and Shopify at the same time?
Yes. Daraz and Shopify connectors can run in the same workspace, and the agent resolves which order a customer means from the conversation context and channel.
What happens when the AI cannot answer?
The conversation is handed to a human agent with the transcript and order context attached, so the customer does not have to repeat themselves.
Is customer chat data used for training?
No. Customer conversations are not used to train foundation models. Retention is configurable, and on-premise deployments keep conversation data inside your network.