How Do I Run Multi-Channel Customer Service as an Online Seller?
Run one set of workflows behind every channel and see every conversation in one inbox. AeroChat connects to the channels your customers use: WhatsApp, Instagram, Messenger, Telegram, web chat, email, Shopee, Lazada and TikTok Shop buyer chat. It connects to the systems behind your store: Shopify, WooCommerce or Wix, your payment gateway and your courier. Then it does the job the customer asked for, in the channel they asked in.
Why multi-channel service breaks
Customers message wherever they found you. One asks on Instagram after a post, another on WhatsApp after an order, a third in TikTok Shop chat while watching a LIVE. Sellers describe a day spent switching apps, answers that differ by channel, and messages that slip because nobody checked one of the inboxes. The work grows with each channel, not with each customer.
The usual fixes and their limits
- Answer in each app. No setup and no cost. It also means no shared history and no way to see what is waiting across channels.
- A shared inbox or helpdesk. It brings the messages together. Your team still answers each one by hand, and some tools don’t cover marketplace chat. See shared inbox.
- A chatbot per channel. Each one is set up separately and answers differently. Most can reply but can’t check an order or take a payment.
How to handle it with AeroChat
Write each workflow once: order status, stock and sizing, payment in chat, address changes, returns. AeroChat runs it on every connected channel. It checks the order in your store after verifying the customer, sends a payment link and detects the payment, and books or tracks the delivery with your courier. Marketplace chats get the same product answers, while orders stay in the marketplace. Handover to your team is the safety net for what falls outside your rules.
Customer (Instagram DM): Hi! Can I still change my delivery address? Order #2210, ana@example.com (example)
AeroChat: Hi Ana, order #2210 hasn’t shipped yet, so yes. What’s the new address?
Customer: 12 Jalan Bukit, 50450 Kuala Lumpur (example)
AeroChat: Updated. Order #2210 will now go to 12 Jalan Bukit, 50450 Kuala Lumpur. You’ll get the tracking link when it ships.
Behind the reply: the same address-change workflow runs on WhatsApp, Messenger, web chat and email.
Copy this into AeroChat
Run these workflows on every channel we connect. Before you look up or change an order, verify the order number and the email or phone it was placed with.
- Where is my order: give the status and tracking link from our store.
- Address change: only if the order has not shipped. Read the new address back before you change it.
- Buying in chat: on WhatsApp, Instagram, Messenger and web chat, confirm the item and price and send a payment link. Confirm the order when the payment is detected.
- Marketplace chat on Shopee, Lazada and TikTok Shop: answer product, delivery and return questions only. Never send outside links there.
Hand anything else to our team with a short summary. Reply in the customer’s language.
What to connect
- Store. Shopify, WooCommerce and Wix are built in.
- Payment. Airwallex is built in. Stripe, Xendit and others connect through their API.
- Courier. POS Malaysia is built in. EasyParcel, Lalamove and others connect through their API.
- Channels. Every channel above connects from the dashboard.
Go deeper: multi-channel customer service explained, inboxes for online sellers compared.
Questions
Can my team see the whole history with a customer?
Each conversation sits in the AeroChat inbox with the channel shown, plus the contact’s details, tags and notes. See contact management.
How many team members can use the inbox?
AeroChat plans include unlimited admin users.
Does it work in more than one language?
Yes. AeroChat replies in the customer’s language, including mixed languages.
Which channel should I connect first?
The one with the most messages. Add the rest once the first workflow runs the way you want.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Connect your busiest channel first
Connect your store and that channel, paste the recipe, then add the next channel to the same workflows.
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On Shopify? Install AeroChat from the Shopify App Store.