Client user manual

What Commerce Desk does

Commerce Desk brings WhatsApp chats, website enquiries, products, chatbot flows, templates, customer records, sales pipelines, orders, and team tasks into one workspace.

The system does not send a customer message merely because you create a product, template, flow, contact, or task. A message is sent only by an approved template, an active flow, an agent reply, an approved automation, or a configured website event.

Your daily operating routine

1. Open Overview to see new contacts, pending handoffs, published flows, revenue, and recent CRM activity. 2. Open Live inbox to handle new customer replies. 3. Update the contact category, tags, notes, task, and pipeline stage. 4. Accept only the handoffs that an agent is ready to manage. 5. Review Integration log for website or payment events that failed or are waiting for delivery.

Use each agent's own account. Do not share logins or paste customer details, passwords, payment card data, Meta tokens, Razorpay secrets, or API secrets into notes, tags, or chat messages.

Live inbox: reply, bot control, and handoff

New customer replies move to the top of the inbox and receive a red unread marker. The sound alert is on by default; browser notifications need permission once. Open a conversation to clear its unread marker.

When AI Bot Control is on, the bot can continue the active flow or provide a grounded answer. A handoff request does not stop the bot immediately. The assigned agent must click Accept takeover before manual reply mode starts. When the issue is complete, resolve the handoff or guide the customer back to Main Menu so automation can continue.

Contacts, tags, notes, tasks, and pipeline

Every WhatsApp or website enquiry creates or updates one contact by phone number. Add a lead category such as product, consultancy, service, or software. Add short consistent tags such as vip, course_interest, payment_pending, or vastu_lead.

Use notes for internal context and tasks for an actual follow-up. Move the contact to the correct pipeline stage when the opportunity changes. A task or stage change is internal only and does not message the customer.

Products, flows, AI, and trusted answers

Keep Business and catalog accurate before using AI or payment actions. Only Active catalog items with confirmed details and prices should be offered to customers.

Build and test a flow as a Draft. Publish only after its buttons, typed matches, links, media, handoff, Main Menu return route, language behavior, and AI fallback are correct. Publishing a new flow does not delete another flow.

AI Brain sets business rules and tone. Trusted sources contain verified links or content. If no verified answer exists, the system should request a human agent rather than guess.

Templates, broadcasts, and website events

Create or sync a WhatsApp template, submit it to Meta when required, and wait for approval. Use utility templates for legitimate customer updates and marketing templates only for opted-in contacts.

Website developers send an event key to the CRM, not a Meta template ID. In Integrations, map the event to an approved template, pipeline/stage, and published flow. Check Integration log after every test: sent means Meta accepted it; delivered and read arrive later.

Before going live

Test each form, ad, flow, template, language choice, agent handoff, payment link, and website event with an internal phone. Confirm the contact, pipeline, Inbox message, Integration log entry, and customer delivery outcome.

If something fails, do not repeatedly resend. Open Integration log, check the event key, mapping, template approval, template values, customer phone number, and Meta status first. Correct the cause, then run one controlled test.