Your store's WhatsApp, answered in Roman Urdu at 2am.

Most DMs to an online store are the same handful of questions, typed the way people really type them:

• “Price kya hai?” and “ye black mein available hai?”: the price, colours and sizes in stock, from your live catalogue.
• “Delivery kitne din mein hogi?” and “Karachi ke charges?”: your delivery times and charges, quoted from what you wrote down.
• “COD hai?” and “exchange ho jayega?”: your payment, exchange and return rules.
• “Mera order kahan hai?”: the order's status, looked up from your store.
• “Koi discount hai?”: the offers you have marked as live, and a plain “no offer right now” when there isn't one.
• A voice note asking any of the above.

The agent replies in the script of the customer's message. Roman Urdu gets Roman Urdu back, Urdu script gets Urdu script, and English gets English. If a customer switches halfway through, the reply follows them.

It also searches your knowledge base across languages, so “delivery kitne din” finds the delivery policy you wrote in English. You choose which languages it may reply in from the Reply languages setting.

How this works, and where it can still slip, is on the Roman Urdu and voice notes page.

Customers who would rather speak than type send a voice note. The agent transcribes it and answers in text, in the customer's language, on WhatsApp, Instagram and Messenger.

Urdu voice notes get specific handling, because transcription models tend to write Urdu speech out as Hindi. If most of your customers speak Urdu, set Voice messages to Urdu in Agent Settings and every note is read as Urdu. If a note can't be made out, the agent asks the customer to type the question instead of guessing.

Connect a Shopify or WooCommerce store and the agent reads the catalogue while it chats:

• Filters by what the customer asked for: size, colour, price and stock, including stock per size.
• Understands budgets the way people type them, such as “5000 tak” or “Rs 3000 se kam”.
• Quotes prices in your store's own currency, so a PKR store shows PKR.
• Sends up to three product photos in the chat, each captioned with the name, price and link.

Not on Shopify or WooCommerce? It answers from your website and the documents you upload, so product pages, size charts and policies still get answered.

• Order status: on Shopify the customer only needs the order number; on WooCommerce the agent also asks for the billing email. It replies with the status and, when the store has one, the tracking link.
• Cash on delivery: on WooCommerce the agent can place a COD order in the chat once you switch ordering on and COD is enabled in your store. On other stores it collects the order details and passes them to your team to confirm, and it never tells the customer an order is placed when it isn't.
• Delivery charges, areas and timelines: write them down once (city by city if they differ) and the agent quotes them. It does not connect to couriers such as TCS or Leopards directly.

When someone messages you from a click-to-WhatsApp, Instagram or Messenger ad, the agent sees the ad's headline (and on WhatsApp, its text). A bare “is this available?” then gets an answer about the product in the ad, not a question about which product they mean.

• Every chat lands in one shared inbox with the website, Instagram and Messenger. Your team can read along and reply from the dashboard.
• If your number runs on the WhatsApp Business app, you can connect it and keep using the app on your phone. When someone replies from the phone, the agent steps back from that chat.
• Customers can ask for a person in their own words (“team se baat karni hai”) and the chat is handed over with the whole thread.
• Customers who send one question in three quick messages get one answer: the agent can wait a few seconds (you choose, up to 45) before replying.

WhatsApp, Instagram and Messenger are included from the Starter plan. Plans are priced in US dollars, and monthly plans start with a 7-day trial (card required). Meta bills WhatsApp's own message fees to your WhatsApp Business account directly, not through Aivastark. The free plan covers the website widget only.