Introducing Conversations: the unified WhatsApp and Instagram inbox that brings your store's messages, customer context, and team into one place.
Quick summary
Conversations is TITANPush's module that pulls your store's WhatsApp and Instagram messages into a single inbox, with each customer's purchase history and cart right next to the chat. It connects with WhatsApp Automation (which opens the conversation), Customers (which feeds it context), and WhatsApp campaigns (which generate new conversations). The result: you stop managing separate channels and start managing customers.
Picture a normal day running your store: WhatsApp open on your phone, Instagram DMs in another tab, a spreadsheet with your customer data, campaigns running in one tool, cart recovery in another. Every channel is its own island, and jumping between them costs you time — and, more importantly, context.
That's the underlying problem: the conversation is where the sale actually closes, and it's usually the most blind spot in the whole operation. A customer messages "do you still have this in black, size M?" and you have no idea if it's their first purchase, if they left a cart yesterday, or if they've been eyeing that product for a week.
Conversations is a single inbox for handling your ecommerce customer service with context. You centralize WhatsApp and Instagram messages, assign each chat to your team, and reply with the customer's full history right there — no app-switching, no guessing.
Contextual customer view
Right next to the chat: cart, searches, purchase history, segment, recommended products, and your internal notes. You sell with context, not blind.
Unified inbox
All WhatsApp and Instagram messages in one view, with filters by channel, status, and abandoned cart. No inquiry slips through.
Agent management
Split the workload across your team, see who's handling each conversation, manage statuses (open, pending, resolved), and reassign a chat in one click.
Live metrics
Response times, volume per agent, and chat-to-sale conversion rate, all in one dashboard.
So far, a great support inbox. But Conversations takes on another dimension once you realize it's not just another module — it's the point where every other tool converges.
Where everything connects
How Conversations links up with every TITANPush tool
Managing a customer isn't a single action — it's a journey: you activate, convert, and retain. Every stage has its own TITANPush tool, and all of them end — or begin — in a conversation.
An abandoned cart stops being a lost data point in a report. In Conversations you filter the inbox by abandoned cart and see exactly who left a purchase halfway through. From there, without switching screens, you send their cart link or a single-use coupon to close the sale. Recovery goes from being one more automated email to an actual conversation with the person.
WhatsApp Automation triggers automatic messages based on preset events: an abandoned cart, a purchase confirmation, a cash-on-delivery order, a post-sale message. It's your first touchpoint, running on its own while you focus on something else.
And when the customer replies? That message lands directly in Conversations, with all the context already loaded. Automation opens the door; the conversation closes the sale.
The Customers module is your database: search by name, phone, or email, filter by who has an abandoned cart or by number of purchases, sort by last purchase, and leave notes on each person.
That customer record isn't static: from the customer list, you can launch a conversation or a campaign directly over WhatsApp. And the reverse holds too — when you're in the inbox, all that customer information sits right next to the chat. Data and conversation stop living apart.
WhatsApp campaigns give you scale: you reach many customers at once with the right message. But a campaign that converts generates something a lot of tools can't handle well: replies.
Every person who replies to your campaign shows up in Conversations as an individual chat, ready for your team to pick up. The campaign brings the reach; the conversation turns that reach into actual sales.
WhatsApp Automation is integrated with shipping carriers. That lets you keep the thread going after purchase — shipping confirmation, tracking, delivery — with automated WhatsApp messages.
Since those notifications are logged in Conversations, when a customer asks "where's my order?" you already know what information they received and where the shipment stands. You reply instantly, without asking them to repeat their order number or checking three different systems.
Post-purchase isn't just support — it's the best opening to keep selling. With a satisfied customer and the product in hand, it's the ideal moment to recommend a related product or ask for a review to feature in your store later.
| Stage | Tool | Conversations' role |
|---|---|---|
| Activation | WhatsApp Automation, WhatsApp campaigns | Receives the customer's reply with context already loaded |
| Conversion | Abandoned carts, Customers | Filters by abandoned cart and closes the sale in the same chat |
| Retention | Post-purchase, internal notes | Keeps the support thread going and enables cross-sell and reviews |
An abandoned cart triggers an automation. The automation opens a conversation. The conversation draws on the customer record. The campaign brings in new conversations. All of it gets logged, measured, and actionable in the same panel.
The underlying idea: you don't have to choose between automating, running campaigns, recovering carts, and giving every customer great service. All of it can live in one place, feeding into each other:
You activate
With campaigns, automations, and cart recovery.
You convert
In the conversation, with full context on hand.
You retain
By leaving notes, offering repeat purchases, and building a relationship in every chat.
Does Conversations replace WhatsApp Automation?
No, it complements it. WhatsApp Automation triggers automatic messages by event (cart, purchase, post-sale); Conversations is where your team handles and closes what those messages generate.
Can several agents on my team reply from the same WhatsApp number?
Yes. Conversations splits the workload across agents, shows who's handling each chat, and lets you reassign a conversation to the right specialist in one click.
Do I need the Customers module to use Conversations?
It's not required, but they reinforce each other: the Customers record is what brings the cart, history, and notes you see next to the chat.
Does Conversations help recover abandoned carts?
Yes. You can filter the inbox by abandoned cart and reply right there with the cart link or a coupon, without switching screens.
What metrics can I see for my support team?
Response times, conversation volume per agent, and chat-to-sale conversion rate, all in a dashboard inside Conversations.
Stop managing separate channels. Start managing customers.
Book a demo and see Conversations running on your own store.
Book a demoBy the TITANPush team · Published September 17, 2026