How Do I Stop Missing Customer Messages Across Platforms?
Bring every channel into one inbox and let AeroChat answer each message when it arrives. WhatsApp, Instagram, Messenger, Telegram, email, web chat, Shopee, Lazada and TikTok Shop buyer chat all land in AeroChat. AeroChat replies from your store and policies and finishes routine requests. Conversations it hands over are flagged for your team, so nothing waits unseen in an app nobody opened.
Why messages get missed
Sellers describe the same causes. A message request on Instagram that never showed as a notification. A Messenger chat buried under page comments. An email that went to the wrong folder. A marketplace chat that came in during the night. Each app has its own notifications and its own unread count, and nobody watches all of them all day.
The usual fixes and their limits
- Check every app on a schedule. It catches most messages, late. It eats time every day.
- Turn on every notification. The phone never stops, and the important message still gets lost in the noise.
- An away message. It tells the customer you saw nothing yet. The question still waits.
How to handle it with AeroChat
Connect every channel you sell on. AeroChat answers each new message straight away and does what it can within your rules: order status, stock, sizing, payment links, return requests. When it hands a conversation to your team, it says why, and you can filter the inbox to see only those. Tags and notes keep track of who is handling what. See human handover and smart notifications.
Customer (Instagram DM): Hi, I messaged on Facebook yesterday too. Do you restock the green planter? (example)
AeroChat: Hi! Sorry for the wait. The green planter is back in stock next week, on 18 November (example). Would you like me to message you here when it’s in?
Customer: Yes please.
Behind the reply: restock date from your product notes. The customer is tagged for a back-in-stock message.
Copy this into AeroChat
Answer every new message on every channel as soon as it arrives.
- Answer product, stock, delivery and return questions from our details and policies.
- For order questions on our own channels, verify the order number and email or phone and give the status and tracking link.
- If a customer says they messaged before on another channel, apologize for the wait and answer the question in this chat.
- If you can’t answer, tell the customer when our team will reply, tag the conversation “needs team” and leave a short summary.
Reply in the customer’s language.
What to connect
- Every channel. WhatsApp, Instagram, Messenger, Telegram, Gmail or Office 365, web chat, Shopee, Lazada and TikTok Shop.
- Your store. Shopify, WooCommerce or Wix, so answers include order details.
- Your business hours. So AeroChat tells customers when your team is back.
Related: after-hours customer service, what customers ask most in chat.
Questions
Does AeroChat answer Instagram DMs?
Yes. DMs to your connected Instagram professional account arrive in the inbox, and AeroChat replies there.
Can I see only the conversations that need me?
Yes. Handed-over conversations are marked, and you can filter by tag. See conversation tagging.
What about email?
Connect your Gmail or Office 365 address and emails land in the same inbox.
Will customers get two replies if they message twice?
Each conversation is answered in its own channel. Your team sees both in the same inbox.
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.
Catch every message, on every channel
Connect your channels, paste the recipe and send a test message from each one.
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.