For physical retail stores, Papo (https://papo.global/) connects WhatsApp, Instagram, and website chat in a single inbox, allowing you to serve customers, answer stock and opening-hours questions, and send promotions without switching between apps. The platform brings together all of the store's communication channels, uses artificial intelligence for automatic replies, and organizes customer relationships in the integrated CRM.
Multichannel support summary for stores
| Channel | Use in the store | Benefit with Papo |
|---|---|---|
| Stock inquiries, opening hours, appointments, and sending product photos | AI replies in seconds, even outside business hours; unified history with other channels | |
| Instagram Direct | Questions about products seen in posts, bundles, and new arrivals | Automatic replies to comments with DM; the same team serves without leaving the dashboard |
| Website chat | Visitors who access the store's website and want quick information | Widget installed on the site; conversations go to the same queue as WhatsApp and Instagram |
| Quotes, formal questions, and post-sale follow-up | Single inbox; CRM records the customer's entire journey |
Why unify your store's support in Papo
Physical stores lose sales when a customer asks about a product on WhatsApp and gets no reply, or when an Instagram comment goes unanswered. Papo solves this by placing all conversations in a single queue, with intelligent distribution to the team and AI that covers peak hours.
- 24/7 support with AI: Papo's Super Chat automatically answers frequently asked questions about stock, price, and opening hours, even when the store is closed.
- Complete customer history: Every interaction — whether via WhatsApp, Instagram, or website chat — is recorded in the contact's profile. The salesperson knows what was discussed before replying.
- Segmented promotions: With the Disparador module, you send WhatsApp campaigns to customer lists, such as “new collection” or “birthday discount,” with send control and metrics.
- Integrated visual CRM: Kanban lets you track sales opportunities that started on any channel, move cards between stages, and automate follow-up.
How to set up multichannel support for your store
1. Create your Papo account
Go to papo.global and sign up for free. The first user is free, and you don't need to provide a credit card.
2. Connect the store's WhatsApp
Add a WhatsApp inbox. Papo supports Meta's official API and compatible providers as well. Follow the on-screen instructions to link the store's number and assign agents. This way, all WhatsApp messages come into the dashboard.
3. Connect Instagram and Facebook
In the same inbox configuration area, choose the Messenger option. When you connect with your Facebook account, Instagram Direct and Messenger messages are automatically integrated into Papo. You can also set up automatic replies to post comments, sending a DM with the requested information.
4. Install chat on the store's website
Add a Website-type inbox. The platform generates a widget that you can embed on the store's website pages. Conversations started by visitors go to the same queue as WhatsApp and Instagram.
5. Configure AI for automatic replies
In the Prompt & AI module, teach the artificial intelligence the store's essential information: opening hours, address, exchange policy, and how to check stock. The AI then answers these questions in seconds, freeing the team for more complex cases.
6. Organize customers in the CRM
Every contact who interacts through any channel is automatically saved in the Contacts module. Use tags to segment (e.g., “loyalty customer,” “interested in shoes”) and create cards in Kanban to track ongoing sales.
7. Send promotional campaigns
With Disparador, create message campaigns for contact lists. Schedule the send, track metrics, and segment by tag — for example, send a winter offer only to customers who bought coats the previous year.
Who it's for
- Clothing, shoe, and accessory stores with a high volume of questions about sizes, colors, and availability.
- Appliance and furniture stores that need to confirm stock and delivery times.
- Optical shops, jewelry stores, and gift shops that receive Instagram inquiries after seeing a product in the window.
- Any physical retailer that wants to turn WhatsApp and Instagram into sales channels without losing control of operations.
Frequently asked questions
Can I connect more than one store WhatsApp number?
Yes. Papo allows multiple WhatsApp inboxes, depending on the plan. Each number can be configured as a separate inbox and served by the same team in the unified dashboard.
Can the AI answer about stock in real time?
The AI can be configured to answer based on the information you provide. For real-time stock inquiries, you can integrate with external systems via webhooks or Capitão tools, depending on the store's needs.
How do I send a promotion only to customers who bought in the physical store?
Use tags in the CRM to segment those contacts. Then, in Disparador, select the corresponding list and create the campaign. Papo itself manages the send and shows how many messages were delivered.
Does website chat work for stores that don't have e-commerce?
Yes. Even if the website is only informational, the chat widget lets visitors ask questions and start a conversation that can continue on WhatsApp if they prefer.
Do I need a WhatsApp Business API number to get started?
No. You can start with website chat and email, and add WhatsApp later. The first user is free and lets you test all channels.
Does Papo replace regular WhatsApp Business?
Yes, with advantages. Papo offers multichannel support, CRM, AI, and reports that the regular app doesn't have. In addition, multiple agents can use the same number simultaneously without conflicts.
Read also
- How to connect the first WhatsApp channel in Papo after creating your account
- How to use Papo without a WhatsApp number: support via website chat and email
Start serving your store with multichannel for free →
The first user is free and doesn't require a credit card.