Customer support, written by people who built the thing.
Meta's rules change, peak season arrives whether you are ready or not, and most of what is written about both is guesswork. These are the notes we would have wanted.
Connecting a Shopify catalogue to an AI support agent
An agent that guesses at prices is worse than no agent. What it needs to read, what that access costs you, and the ownership check most setups skip.
Ecommerce · Peak season · 11 August 2026The first Black Friday where every reply costs money
Black Friday is 27 November. Meta starts charging for in-window replies on 1 October. Peak volume has never carried a per-message cost before — what that changes.
Ecommerce · Support · 11 August 2026Returns and refunds: where automation should stop
About one in five online orders comes back. Some of that queue should be automated and some absolutely should not — and the line is more useful than the tooling.
WhatsApp · Ecommerce · 11 August 2026Answering “where is my order” on WhatsApp, within Meta’s rules
WISMO is up to 40% of ecommerce support and the obvious thing to automate. Automating it is allowed — one sentence in Meta’s policy decides whether your setup is compliant, and most are not.
WhatsApp · 11 August 2026WhatsApp service messages become billable on 1 October 2026
Every reply your agent sends inside the 24-hour window has been free since November 2024. That ends in October. Here is what changes, what stays free, and what it costs a store doing 2,000 orders a month.
Answer every customer in seconds, on every channel.
One agent on WhatsApp, Instagram, Messenger, Telegram, web chat and email.