MoraselRun online-store customer support on WhatsApp
Every shopper conversation carries a customer record, past conversations and a clear owner — on any platform; order context syncs live from Shopify, and is noted by the agent for other stores.
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What breaks when support runs from a personal phone
Without a shared inbox and a customer record, agents lose track of who is handling which shopper, quote order details from memory, and let questions sit until a customer asks twice.
- A shopper's question sits in an agent's personal WhatsApp with no record anyone else can see
- Two agents reply to the same customer, each unaware the other already answered
- An agent quotes an order detail from memory instead of the note kept on the customer's record
- A question waits for hours with nothing flagging that it is still open
What the agent sees beside the thread
One customer record per shopper, built from every order and conversation your store has had with them, whichever platform the order came from.
- Customer record
- Name, phone number, language, and every past conversation with this shopper.
- Order context
- The order number and status on the record — synced live from Shopify, or noted by the agent for any other store.
- Ticket status
- Open, waiting on the customer, or resolved — visible to the whole team.
- SLA timer
- Time against your first-response target, counted in business hours, with a breach flag when it runs out.
- Ownership
- Which agent currently owns the conversation, and when it was assigned.
What happens between a question and an answer
The same sequence runs for every support conversation, before an agent replies.
Customer messages the store
A shopper writes in with a question about an order, a return, or their account.
The customer record loads
Order context, past conversations, and ticket status appear beside the thread before the agent replies.
The conversation becomes a ticket
The question is logged as open work with an SLA timer, not left as an unread message.
The agent answers from the record
The reply is grounded in the order and history on file, not memory.
A handoff, if needed, is logged
Ownership moves to another agent or team, with a visible record of who holds it now.
What a support conversation looks like
One thread, one customer record, an answer grounded in order context.
What the team sees
Every open question is owned work, not a message waiting to be noticed.
- A shared inbox with every shopper conversation, assigned and tracked, not scattered across personal phones
- The customer record — order context, history, and status — beside every conversation
- An SLA timer on every open ticket, measured against your configured business hours
- A visible handoff log naming who owns each conversation now
What this does not do
A support conversation does not change, cancel, or refund an order by itself — that stays a tracked, permissioned action a team member carries out in your store's own admin. Morasel keeps the conversation and the record; the store keeps the order.
Give your support team one inbox and full context
Start free and give every shopper conversation a customer record with order context, ticket status, and a clear owner — whatever platform your store runs on.
Customer support questions
Does this work if my store isn't on Shopify?
Yes — the customer record, ticket status, and SLA timer work the same way whether your store runs on Shopify, WooCommerce, Salla, Zid, or a platform you built yourself.
What does the agent see when a shopper asks about an order?
The order number and status noted on the customer record, plus every past conversation with that shopper — not a detail typed from memory.
Can an agent cancel or refund an order from WhatsApp?
No — that stays a permissioned action a team member carries out in your store's own admin. The request is logged as tracked work, not applied automatically.
How does a question get assigned to an agent?
It becomes a ticket the moment it arrives, with an owner, a status, and an SLA timer the whole team can see.
What happens if a question needs another team?
Ownership moves with a visible log entry naming who holds the conversation now — the customer keeps writing in the same thread.
What does the shared inbox cost for a support team?
One subscription covers the inbox, whichever platform your store runs on. Support runs on your Morasel subscription — Core $49, Pro $99, Max $199, Enterprise on request, with a 14-day free trial and no card required. WhatsApp usage is billed separately from a prepaid wallet at Meta's official rates.