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Retail & e-commerce
From a product question to a customer who returns.
Connect store enquiries, order follow-up and after-sales service in UCaaS. Give your sales, branch and customer-care teams the conversation and context to make the next step clear.
A product worth asking about
Sara · Product enquiry
“Is the sand colour available?”
Hind · Store team
“Absolutely, let me check the product details for you.”
UCaaS / R-218
Request
Product enquiry
Follow-up owner
Store team
The questions change. Your store stays within reach.
A customer may discover you on social media, ask on the website and return after delivery. Organise every conversation around what they need at that moment.
01
Before buying
Sizes, materials, branch availability and delivery options. Use approved product information and quick replies to help the customer decide.
02
While waiting
Order references, delivery questions and address clarifications. Give each follow-up an owner and keep the promised update in view.
03
After receiving
Exchange requests, returns, warranty enquiries and complaints. Record the details and track the service case through to its outcome.
The request has a history. Give the team the whole picture.
Bring the customer record, previous messages, attachments and service ticket into the same working context. Capture the order reference in a custom field, or use connected store data when an integration is enabled.
Conversation
“I received order 3184. Can I change the size?”
“Of course. Please share the item details so we can review the exchange request.”
Private note · Hind
The customer requested a size exchange. Review the attached photo and store policy before confirming.
Customer context
Customer
Sara Saleh
Order reference
#3184
Topic
Size exchange
Branch
Riyadh / North
Service follow-up
Ticket
R-218
Owner
After-sales team
Status
In progress
Next step
Review exchange eligibility
Meet the shopper where the question begins.
Choose the channels your customers use, then handle the replies through one team workspace. Every channel below opens its own UCaaS page.
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Voice calls
A size question that needs a conversation.
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Product photos and order follow-up.
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SMS
A concise notice, from your sender identity.
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A fuller response with supporting files.
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Live chat
An answer while the customer browses.
Direct messages about a featured product.
Messenger
Follow up on enquiries to your business page.
WhatsApp follow-up uses approved templates when required. SMS delivery is reported by the sending provider. Saudi telephone calls and WhatsApp messages remain distinct services.
One store experience. More than one team behind it.
Assign the conversation to the right person or team, share useful private notes and mention the colleague who can resolve a detail. Keep the customer-facing reply consistent as work changes hands.
01
Store & branch team
Clarify products before purchase. Record an agreed store visit or collection appointment in the calendar, link it to the customer and use the follow-up route configured for your team.
02
Order coordination
Follow delivery enquiries and changes with the responsible operations team.
03
After-sales service
Review exchange, warranty and complaint cases with a clear response owner.
Access that fits the responsibility
Define branch and team access through supported roles and channel permissions. Internal calls help colleagues coordinate; the mobile app keeps conversations and tickets within reach beyond the desk.
An exchange request needs a path, not repeated explanations.
Keep the reason, evidence, decision and customer update together. A service ticket gives the case structure without turning your communications platform into a returns or payment system.
Service tickets & SLA →Receive the details
01+
Link the customer, item reference, reason and supporting photo to a service ticket. Use labels to distinguish an exchange from a delivery complaint.
Review your policy
02+
The authorised team checks the store’s policy and records its decision. Approval of a return or payment of a refund belongs to your commerce and finance process.
Return with a clear update
03+
Record the next owner and customer update. Activated SLA policies can track response and resolution targets, with escalation when the defined rule is met.
The offer starts a conversation. Be ready for the reply.
Prepare relevant WhatsApp or SMS campaigns, use supported variables and choose your send time. Bring the customer’s reply back to the team that can explain the offer and follow through.
Follow permission and opt-out preferences. Review WhatsApp sent, delivered, read and failed statuses where supplied; SMS delivery does not indicate reading. Voice campaigns can support a defined outreach purpose when the dialer and call capacity are activated.
New collection
Customer outreach
Explore the collection →
Audience
Customers who opted in
Content
Approved template
Timing
Your selected send window
Give AI your store’s knowledge, not room to guess.
Use approved files, pages and answers to guide enquiries in Arabic and English. Define the agent’s tone, the details it should collect and the point at which a person takes over.
Agent Assist can help the employee prepare a reply before sending it. Live stock, order status and actions such as changing an order need an authorised data connection and supported workflow; they are not inferred from general product knowledge.
Explore AI agents →AI / Store knowledge
Products
Approved descriptions & size guides
Service
Delivery & return policies
Branches
Locations & opening hours
A useful answer, with a human route
Clarify the product question. Ask for the missing reference. Hand over when a decision or live order detail needs the team.
Your store owns the transaction. UCaaS connects the conversation.
Define the records and events that should move between systems. The agreed integration can bring store data into follow-up and trigger a supported workflow, without replacing your checkout, inventory or payment tools.
System
Connected records
Value in the conversation
Salla
Customers · products · orders
Bring agreed store details into contact and service follow-up.
Zid
Customers · products · orders
Use supported order events to inform the responsible team.
Start with one event
An order update reaches the responsible colleague with the customer reference and the next follow-up.
A familiar number. An organised response at busy times.
Connect Saudi business numbers with IVR, queues and the people responsible for each service. Define working hours and the route outside them; advanced shift and availability routing follows your activated voice setup.
Plan concurrent-call capacity separately from the number of users. Revisit missed calls and available recordings to organise follow-up and coach the team. Phone service connects through the supported Saudi providers; number activation and eligibility are checked during setup.
011 / 9200 / 800
Saudi business numbers
When the store is busy
Use the configured queue or alternative destination.
Read service performance alongside the sales story.
UCaaS reports explain communication and follow-up. Review them with your store’s order data when you need to understand the commercial outcome.
Where does demand build?
Review call, message and conversation activity over a consistent period before planning coverage.
Which cases are waiting?
Inspect open and unassigned conversations, ticket owners and available SLA breach indicators.
What happened to the campaign?
Read delivery and failure status by channel. Keep campaign delivery separate from an order or a sale.
How did the customer experience it?
Use available CSAT, recording review and AI handoff analytics to choose a practical improvement.
Saudi-hosted infrastructure, configured access roles and authorised reports support the operation. Review external-provider data flows and permissions for each connected channel or commerce system.
Before connecting your store.
Does UCaaS replace my online store or POS?
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UCaaS connects communications, customer records and service follow-up. Product stock, checkout, payments and financial refunds stay in your commerce, POS or ERP system.
Can we connect Salla or Zid?
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We review the connector, supported records, provider permissions and required workflow with your team. Availability and the exact data flow are confirmed before activation; connection does not automatically enable every commerce operation.
Can AI confirm stock or change an order?
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Approved product and policy knowledge supports general answers. Live stock, order lookups and changes require an authorised integration and supported action. Otherwise the conversation passes to your team for confirmation.
Can we automate order updates or abandoned-cart follow-up?
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A defined event can start a supported UCaaS workflow when the store supplies the required event and data. Abandoned-cart recovery is assessed as a specific integration scenario, including customer permission, channel rules and enabled sending actions.
How do branches share the work?
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Organise branch enquiries with teams, assignment and channel access. Private notes and mentions keep coordination beside the customer conversation.
What do we activate to start?
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Choose user subscriptions and communication services around your store’s needs, with clear ownership for enquiries and follow-up.
Make your next customer conversation part of a better store experience.
Tell us where enquiries arrive, which system holds your orders and how your team handles after-sales service. Together, we can define the channels, ownership and connections your store needs.