Case study · Ecommerce
Divine brought Instagram, WhatsApp and web chat for its stores in Panama and Costa Rica into Gloo. One agent supports and sells; another coordinates orders and deliveries.
Divine · Panamá · Costa Rica
Case results
700+
Handled across Instagram, WhatsApp and web
4 weeks
Two agents integrated with channels, stores and operations
24/7
Continuous coverage throughout the week
of the time previously spent answering leads and inquiries could be redirected to other work, according to the client’s estimate.
of all sales originated after 9 p.m.
Results shared for this operation.
Two agents, distinct responsibilities
The Gloo application centralizes channels, data and case status. Agents make the inquiries, contacts and updates; the team can supervise and step in when needed.
Answers and supports the purchase.
Handles conversations from all three channels in the brand’s warm, familiar tone. Checks inventory, prices and product descriptions in both Shopify stores, applies commercial policies and supports customers through the sale.
Turns the order into a monitored delivery.
Checks order status and creates the Shopify order after payment is confirmed. Identifies same-day express deliveries, including those manually flagged by the client, and starts operational follow-up.
The team can follow conversations, order status, contact with the logistics provider and the action log. The application keeps context even when another agent or a person takes over.
From conversation to dispatch
The key change goes beyond quicker answers: the order moves from the conversation to delivery control without losing context.
They write on Instagram, WhatsApp or store chat. The conversation reaches one application.
Finds availability, price, product and policies in the right store; replies in the brand’s voice.
After payment confirmation, creates the Shopify order and flags deliveries that need same-day follow-up.
Contacts the logistics provider before the deadline, confirms the order is in the plan, retries or reschedules, and emails a summary to the provider and client. If contact fails, it reports this.
Implementation
The rollout progressed through integration, business rules, validation and agent refinement.
Week 01
Account, project and application; Instagram, WhatsApp and both Shopify stores connected.
Week 02
Commercial policies, brand voice, delivery conditions and handling for errors or missing data.
Week 03
Tests of conversations, order creation and logistics follow-up; adjustments to both agents.
Week 04
Final adjustments, team review and full operational release.
We review your channels, stores, rules and deliveries to identify what each agent can handle and what should stay with your team.