One inbox for every customer, AI-captured orders and daily route optimisation
H2O Water Coolers, an FMCG SME in Spain that delivers water to offices, moved every customer conversation into one support platform and automated order capture and daily route planning.
The Challenge
Orders reached H2O through WhatsApp and other channels and were entered into the system by hand. Customer communication and order data were spread across fragmented tools, so orders were delayed, chances were missed and revenue was lost.
Our Approach
K.B built one support platform for all customer conversations, an AI agent that captures orders into the CRM, and a daily routing engine with the following controls.
- All five channels (WhatsApp, website widget, email, Messenger and Instagram) feed into Chatwoot, with replies sent back through the same channel.
- Routes use only orders registered before each day's cutoff, and regenerating a route gives the same result.
- Every address has a delivery group and a map pin, and no two addresses in a group share a priority number.
- A double-clicked Save creates one address, and a retried AI order is never booked twice.
- Each customer receives one weekly message per cycle and can opt out.
- Every agent-created order is reviewed before the cutoff. The agent remains in shadow mode until a human signs off a reviewed trial run in writing.
The Results
~2 hours
Time saved per day
Time saved per day on order handling and route planning, compared with manual entry.
Built With
- Chatwoot
- Java Spring Boot
- React.js