Conversational Commerce Solutions

What are Conversational Commerce
Solutions?  

Conversational commerce solutions are platforms and tools that let consumers discover, buy and get support directly within chat and voice channels (e.g., WhatsApp, SMS, RCS, web chat, voice assistants). They combine messaging APIs, payments, catalogue/cart flows, and AI agents to deliver end-to-end transactions without forcing users to a website or app. Conversational commerce is the intersection of messaging apps and shopping. It allows businesses to engage with customers through messaging platforms, offering a seamless shopping experience.

Why is Conversational Commerce
important in Retail & Direct-to-Consumer

Retailers and marketplaces use conversational commerce solutions to shorten the path from intent to purchase, enabling guided selling, targeted re-engagement, and in-thread payments. WhatsApp’s expanding business tools and targeting capabilities illustrate the model’s momentum, bringing commerce to where customers already converse while preserving opt-in and privacy guardrails.

Key Benefits of Conversational
Commerce Solutions

• Frictionless conversion: One thread for discovery, selection, checkout, and post-purchase care.
• Personalized, two-way marketing: Session-based promos and reminders with opt-in controls.
• Integrated payments & order management: In-chat invoices, payment rails, and order status.
  

Conversational AI Examples

• Guided selling via WhatsApp product catalogues, swiftly leading the clients towards checkout.
• Abandoned cart recovery through targeted, opt-in reminders.
• Post-purchase support (delivery updates, returns) in the original conversation.
  
  

In the retail sector, conversational commerce solutions are revolutionizing the shopping experience. Virtual shopping assistants can guide customers through product catalogues, suggest items based on previous purchases, and even assist with checkout processes. This leads to a more personalized and efficient shopping journey. By leveraging AI to understand customer preferences and shopping behaviour, retailers can offer targeted promotions and enhance customer satisfaction.

Common questions about
Conversational AI

1. What channels can conversational commerce solutions use? WhatsApp, Instagram DMs, Facebook Messenger, SMS/RCS, web chat, and voice IVR with call-to-message handoff.
2. Is advertising involved? Yes, new AI tools help target permissible business messages to likely responders, improving ROI.
3. Any restrictions? Platforms can limit bot types (e.g., Meta’s policies on general-purpose AI chatbots), so design to current guidelines.

Related Terms

CPaaS (Communications Platform as a Service); Business Messaging; RCS Business Messaging; Social Commerce; Conversational AI; Chatbot; Agent Assist; Click-to-WhatsApp.

Sources 

Last Updated: December 2025