Start a conversationMerchLab
An agentic eCommerce platform with 24/7 AI support across WhatsApp, email, and voice - built to scale without adding headcount.
MerchLab is a B2B merchandise and branding company serving small and medium-sized businesses. As order volume grew, they needed enterprise-grade automation and always-on customer support without a proportional budget for support staff. Sagentics built a fully agentic platform that puts intelligent autonomous agents at the centre of key workflows.
The Challenge
More orders, more customer questions, and more touchpoints - WhatsApp, email, phone - without a proportional budget for support staff. Manual processes and reactive support were limiting growth.
MerchLab wanted enterprise-grade automation and always-on customer support, delivered in a way that felt human when it mattered.
Unified AI Support Across Three Channels
Sagentics designed and implemented a unified AI support system that handles customer conversations on WhatsApp, email, and voice from a single shared AI engine.
24/7 instant replies. The AI persona "Mia" looks up order status, sends quotes and invoices as PDFs, tracks delivery, answers policy questions, and escalates to a human when needed.
Incoming emails are polled, filtered, and categorised automatically. The AI drafts professional replies and sends them - including PDF attachments - with escalation as the only handover point.
Voice
Outbound and inbound calls handled by voice AI with the same capabilities. During a call, the system can send WhatsApp messages and documents to the customer.
All three channels share one conversation memory and one set of capabilities: order status, quote and invoice lookup, customer account info, delivery tracking, knowledge base search, and escalate to human.
Human-in-the-Loop Where It Matters
Take Over - From the dashboard, staff can pause the AI and reply to the customer directly. All messages stream in real time.
Hand Back - When the issue is resolved, staff hand the conversation back to the AI, which resumes automatically.
Escalation - When the AI detects it cannot help, it triggers an email to staff with conversation context for personal follow-up.
Automation Beyond Support
Order management
Fulfilment orchestration so orders flow through the right steps without manual triage.
Branding & artwork
Customers upload artwork, get auto-vectorisation, and complete branded orders in one flow.
Lead enrichment
Intelligent sales generation to help convert interest into orders.
Reporting & TAT
Performance and bottleneck visibility from conversion to delivery in one place.
The Outcome
- 24/7 support without increasing headcount.
- Single AI engine powering WhatsApp, email, and voice.
- Human control via take-over, hand-back, and escalation.
- Scalable operations - grow without adding cost at the same rate.
For MerchLab, Sagentics didn't just add a chatbot - we designed an agentic eCommerce platform where intelligent agents manage key workflows and support teams step in when it matters. The result is a new standard for how digital commerce can run: always on, cost-efficient, and built to scale.