Conversational commerce
Conversational commerce is the sale of products and services through real-time conversations on messaging apps, chat and voice assistants. The entire purchase journey, from product discovery to pre-sale questions through to the order and support, happens inside a dialogue, replicating online the experience of a shop assistant instead of catalog browsing.
The difference from traditional e-commerce lies in the interaction model. On a website, the customer browses categories and product pages alone; in chat, they are accompanied: they describe what they're looking for, receive relevant suggestions, clear up doubts the moment they arise. The conversation stays open over time, so an interrupted purchase resumes from the same point, and the customer's identity coincides with their number — no account to create, no password.
Putting it into practice takes three components: a staffed channel, typically WhatsApp with a catalog or product sheets to share in chat; a fast response system, because people buying in conversation expect quick turnarounds; and a way to close the order without leaving the dialogue, with a summary and a payment link. Interactive messages with buttons and lists reduce typing and guide the choice step by step.
SendApp's AI assistant, trained on your products and services, walks the customer from question to order directly in chat, on WhatsApp, Instagram, Telegram and the website widget.
Frequently asked questions
From theory to practice
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