An online store that still replies fast, even when busy
An illustrative scenario for a store selling on WhatsApp and Instagram: stock and shipping questions get answered by AI from your own knowledge base, chats handed to a human are auto-assigned to an active admin, and promos go out by WhatsApp broadcast.
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#2114 · Sep 24, 2026, 10:14 AM GMT+7 processingIDR 185000.00
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#2108 · Sep 24, 2026, 9:02 AM GMT+7 fulfilled completedIDR 240000.00
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#2095 · Sep 22, 2026, 4:40 PM GMT+7 fulfilled completedIDR 98000.00
Sample view — names, times, and messages are made up.
One day at this online store
The conversation below is an example flow -- from a stock question to the chat being handed to an admin.
Handed to an admin, auto-assigned
Example scenario -- the business, names and messages are invented, not a Cakapin customer.
Features used in this scenario
- WhatsApp & Instagram in one inbox
- Chats from WhatsApp and Instagram DMs land in the same inbox, so you never switch apps.
- AI chatbot answers from your knowledge base
- AI answers stock, shipping, and product questions from what you write in the knowledge base -- update it yourself when stock changes.
- WooCommerce orders in the Orders tab
- If your store runs on WooCommerce, orders and their status can be connected so they show up in the Orders tab on the same conversation screen -- matched by the customer's phone number or email.
- Handed-off chats auto-assigned
- Chats the AI is not handling, or that the AI hands to a human, are automatically assigned round-robin to whichever admin is active.
- Broadcast promos to customers
- Send a promo or new-stock update to a lot of customers at once with an official WhatsApp template.
Example monthly cost (illustration)
The numbers below are a scenario, not a real bill -- swap in your own store's chat volume.
Assumptions used
- 400 incoming conversations a month, averaging 2 replies per conversation = 800 replies, via WhatsApp and Instagram DMs.
- 70% of replies answered automatically by AI (560 replies), the rest answered by an admin (240 replies).
- 2 active store admins -- still within the 5 free agents, so no extra cost.
- 1 WhatsApp Business number + 1 Instagram account -- the first account on each platform is free.
Sending broadcast promos and WhatsApp templates is billed directly by Meta through your WhatsApp Business account, not from your Cakapin balance -- it isn't counted in the number above. Broadcasts still need a balance above Rp0; once the balance runs out, a running broadcast pauses automatically.
FAQ
Can my online store orders show up in the chat?
Yes, if your store runs on WooCommerce. Once connected, orders and their status show up in the Orders tab on the same conversation screen -- matched by the customer's phone number or email, so contacts without either may not find their order there.
Can the AI give wrong answers?
It can. The AI is steered to answer from the knowledge base you fill in, but it can still get things wrong, especially when that material is incomplete. You can always see which replies came from the AI and take over the conversation at any time.
How do new chats get assigned to an admin?
Chats the AI is not handling, or that the AI hands to a human, are automatically assigned round-robin to whichever admin is active.
Can I send a promo to a lot of customers at once?
Yes, through a WhatsApp broadcast using an official template. The sending cost is billed directly by Meta through your WhatsApp Business account.
Try Cakapin for your online store
Start with a free Rp20,000 balance, pay for what you use -- no monthly plan.
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