Harlow & Reed: Multi-Channel Messaging and Order Confirmation Automation

Implemented an automated messaging workflow across WhatsApp and Facebook Messenger to handle size inquiries, order confirmation, and courier tracking updates.

Client: Harlow & Reed. Industry: E-commerce & Retail Fashion. Location: Manchester, United Kingdom.

The challenge

Harlow & Reed received hundreds of customer messages every day across Facebook Page inbox and WhatsApp asking for product measurements, fabric details, stock availability, and order status.

• Delayed replies during peak evening shopping hours.
• Occasional errors in manually recorded shipping addresses.
• Staff spent most of their time answering status questions rather than assisting customers with purchase decisions.

The solution

Mexvo AI designed a connected conversational workflow integrating Meta Messenger, WhatsApp Cloud API, and Google Sheets inventory logs.

• Built interactive message templates approved under Meta Business policies.
• Integrated automated phone number validation to reduce invalid delivery orders.
• Configured live operator handoff trigger whenever a customer requested human assistance.

Typical outcomes

• Customers receive instant automated size charts and product availability details around the clock.
• Order details and addresses are captured in a standardized format without missing fields.
• Staff focus on escalated customer inquiries and packaging orders rather than copying tracking codes.
• Smooth transition between automated menus and live human support.

Technologies

WhatsApp Business Cloud API, Messenger Platform, n8n Workflow Engine, Google Sheets API, Courier API