With Weni by VTEX’s intelligent agents, a Brazilian fashion brand connected critical stages of the journey on WhatsApp — from order status to cart recovery — turning the channel into an engine for engagement and sales.
Following a sustainable innovation strategy and focusing on customer experience, the brand decided to enhance its communication by investing in proactive, integrated interactions capable of reducing friction and support volume while increasing conversion opportunities in digital commerce.
To achieve this, the company trusted Weni by VTEX, which implemented intelligent agents on WhatsApp, centralizing the customer journey and driving immediate impact.
The Challenge
The goal was to elevate the digital experience and reduce bottlenecks in critical stages of the buying journey, such as order tracking, returns, and abandoned cart recovery.
Until then, part of the interactions relied on email, which resulted in low conversion rates and little proximity to customers. The disconnected and non-automated journey also created a high volume of support requests, overloading the service team.
The Solution
The solution was designed by leveraging the existing e-commerce ecosystem and connecting it through AI agents to deliver accurate answers and automated messages at the right time.
The project went live in July 2025, and within just a few weeks, the multi-agents were fully operational on WhatsApp, orchestrating multiple stages of the customer relationship, including:
- Order status: integrated with VTEX and Intelipost, connecting the entire buying journey from approval to delivery, keeping customers informed throughout the process.
- Returns and exchanges: integrated with Troque Commerce, answering questions and sending automatic notifications, ensuring transparency.
- Abandoned cart recovery: replacing emails with WhatsApp notifications, achieving much higher open and conversion rates.
Results in 30 days
The impacts quickly proved the solution’s effectiveness:
- Abandoned cart conversion rate increased from 3.39% to 18.18%
- +14.79 percentage points in conversion growth
- +R$ 453,000 in additional revenue in just one month
- Faster and more transparent communication throughout the buying journey
Conclusion
Activating Weni by VTEX’s multi-agents allowed the brand to automate critical journeys and achieve immediate results. The highlight was the abandoned cart recovery via WhatsApp, which drove a significant conversion boost and direct revenue growth.
This case shows how the orchestration of intelligent agents not only enhances operational efficiency but also drives sales growth and strengthens customer experience, paving the way for loyalty.
Next steps
The brand now plans to expand the use of intelligent agents to new areas, such as declined payment handling and media activations, consolidating WhatsApp as the central hub for engagement, experience, and conversion.