Retail & eCommerce - indigitall

indigitall · Retail · Hero English

One Platform for the Full Commerce Journey

From anonymous visitor to loyal customer. No gaps, no dead ends.

Every retail team runs into the same hidden problem: marketing sends the campaign, support gets the reply, and the data that should connect them lives in three different tools. indigitall unifies the entire commerce conversation. Behavioral signals, AI, and every channel work from one profile, so the message that wins the sale is the same platform that keeps the customer.

Event

Trigger

Push

WA

Email

Real-time triggers
The cart fires in seconds, not hours.

Browse, abandon, purchase: every behavioral event triggers an automated message across push, WhatsApp, and email the moment it happens. No batch lag. No missed windows.

Live · triggered just now
Unified Profile

Web

App

WhatsApp

In-store

CDP · Identity resolution
One customer. Web, app, WhatsApp, in-store.

The indigitall CDP stitches identity across every touchpoint. Anonymous web visitors, app users, and WhatsApp contacts merge into one unified profile your marketing team can act on immediately.

Identity resolved · 4 touchpoints merged
StyleHub · Business

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Discover

Checkout

Support

WhatsApp commerce
Two-way commerce in one conversation thread.

From product discovery to checkout to post-purchase support, all inside WhatsApp. indigitall holds Meta Business Partner Tier 1 status, the premier classification in Spain.

Meta Business Partner · Tier 1
AI

🎯 Best offer: 15% off

Churn risk 87% act now

Send time
optimized

Predictive AI
Predictive, not reactive.

AI scores churn probability, recommends the next best offer, and optimizes send time by channel, automatically. No rules to write. No analyst required.

AI-powered · no rules required

Customer Journeys

Every shopper has a different story. One platform plays all of them.

Pick a journey to see how it plays out across every channel: behavioral triggers, AI personalization, and a live phone preview showing exactly what the customer receives at each step.

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Journey triggers on behavioral event ·AI personalization active ·One customer profile

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Interactive retail journey demo. Enable JavaScript to explore Cart Recovery, New Customer Welcome, Browse Abandonment, Loyalty & Rewards, Win-Back, and Post-Purchase journeys with live phone previews.

Proof

Production results from retailers who bet on conversations, not campaigns.

Mexico · Bookstores

Librerías Gandhi connected its WhatsApp bot to inventory and orders: it checks stock in physical stores, shows the book with its cover and a purchase link, tracks the order and sends proactive messages with personalized promotions and abandoned cart reminders.

55,000+ users on WhatsApp

30% sales growth from bot-driven purchases

15,000+ proactive messages in 6 months

Spain · DTC Coffee Subscription

Incapto built a coffee subscription model inside WhatsApp, including a one-tap Panic Button for instant reorders. A WhatsApp AI trained exclusively on their product catalog handles support without hallucinating. No human required for 70% of conversations.

70% of chats resolved without human

+12.5% average order value

−56% churn rate

€30k MRR from WhatsApp alone

Spain · Books & eCommerce

Casa del Libro implemented automated cart-recovery journeys across push and email, targeting high-intent abandoners with personalized re-engagement, timed to the moment intent was highest.

+6% revenue increase

5.6% of abandoned carts recovered

Source: indigitall production data: Incapto and Casa del Libro, 2026, and the published Librerías Gandhi success story.

SUCCESS STORIES

Chosen By Those Who
Know Retail Best

See More Success Stories

"Working with the Indigitall platform, especially Web Push, has been a highly valuable experience. Automated campaigns, retargeting, AI-based emails, and many other options allow for highly efficient, effective, and personalized communication through this platform. I highly recommend it."

Training and Communications Analyst

"It increased the possibilities of interaction with my clients, opening new channels and new functionalities, which led to an incremental improvement in many business ratios."

Marketing, Product & CX Director

"indigitall has enabled us to strengthen our company’s digital strategy, substantially improving the experience of our existing customers by establishing more personal, contextualized, and segmented communications through the digital web notifications platform."

Adrián Valenzuela - Chief Digital Officer

Measured Outcomes

Numbers from production deployments, not demos.

30%: Sales growth from bot-driven purchases; WhatsApp bot connected to inventory and orders
+5.6%: Abandoned carts recovered; Automated recovery journeys
55K+: Users on WhatsApp; More than 50 flows with real-time stock and order tracking
−56%: Churn rate reduction; WhatsApp subscription model
+12.5%: Average order value; AI-powered cross-sell in chat
70%: Support chats resolved without a human; RAG-trained AI on product catalog

Source: indigitall production data: Casa del Libro and Incapto, 2026, and the published Librerías Gandhi success story.

How do you recover an abandoned cart with ecommerce push notifications, email and WhatsApp without overloading the customer?

With indigitall, recovering an abandoned cart is a customer journey that starts with an event and follows each customer's behavior. The retargeting component detects on the web and in the app that a purchase was left half done, creates the event you name and waits the time you set, in minutes, hours or days, before the first notice. After that, the journey can switch channels depending on what the customer does.

Step	What happens	Good to know
Abandonment event	Retargeting detects the half-finished purchase on the web or in the app and creates the event you named	You can create several events if you have more than one sales area
Wait	The journey holds for the time you set before the first notice	The documentation gives 30 minutes, 2 hours or the next day as examples
First notice	Cart reminder by push, email or SMS, or by WhatsApp for numbers outside the United States	On WhatsApp it is a marketing template and needs consent, and Meta does not currently deliver those to US numbers
Channel switch	The journey branches on what the customer does: opening the email, tapping the push or a field in the profile	It avoids repeating a channel that has already not worked
Exit	The journey ends when the customer meets the exit condition	Set the purchase as the condition so nobody who already bought gets a reminder

On WhatsApp, Meta classifies a cart reminder as marketing, not utility, in its template categorization guide. That matters in the United States: Meta's documentation says WhatsApp does not currently deliver marketing template messages to US phone numbers, and gives no end date. For shoppers with US numbers the reminder goes by push, email or SMS, and WhatsApp serves customers with numbers elsewhere, with an approved template and their consent.

Casa del Libro applies this scheme with push: when a customer leaves a book in the cart, it reminds them of the pending purchase or shows alternatives to the books they viewed, as its success story describes, and the story reports a 25% increase in customer satisfaction.

It does not fit if your store emits no browsing and cart events, because there is no abandonment to detect, or if you have no consent for the channel you want to use for the notice.

"Excellent for ecommerce push. We reach all our customers using Indigitall remarketing tools."

Sofia A. on G2

Sofia A. says on G2 that she reaches all of her customers with indigitall's remarketing tools for her ecommerce store.

How do you sell on WhatsApp for ecommerce with a catalog, products and a cart?

With indigitall, selling on WhatsApp starts from a Meta catalog. You create it in Commerce Manager, where a catalog is the container for the items you want to sell on WhatsApp, Facebook and Instagram, and you can connect it to a partner platform such as Shopify so Meta keeps the products synchronized. From there, indigitall sends single-product or multi-product messages, as a reply to the customer or proactively.

Piece	What it does	Documented limit
Catalog	Gathers the items you sell on WhatsApp, Facebook and Instagram	Managed with the same tool it was created in
Single-product message	Shows one product, with its full details on the next screen	Image of at least 500 x 500 pixels, 1:1 ratio and up to 8 MB; title of up to 200 characters
Multi-product message	Shows a list of products, for example by category	Up to 30 products per list and as many lists as you have categories; only active items are shown
Cart and order	The customer sends the cart and the business receives the order summary	Payment is completed with a payment link or on the store's website
Payment inside the chat	The transaction closes without leaving WhatsApp	Available only in some regions

Check the audience before you build. In a 2025 survey by Pew Research Center, 32% of US adults said they ever use WhatsApp, and Meta does not currently deliver marketing template messages to US phone numbers, so with a US number the conversation has to start from the customer's message and the product messages go as replies inside the 24-hour window.

Librerías Gandhi combines the catalog with an API integration with its inventory and order systems. Its WhatsApp chatbot looks up stock across physical stores, shows the book with its cover image and a direct purchase link and tracks the order, and its success story reports more than 55,000 users engaged on the channel.

It does not fit if you have no catalog or cannot keep it up to date, if most of your customers are in the United States and do not use WhatsApp, or if you need to take payment inside the chat in a country where that option does not exist: the customer finishes the purchase on your site or with a payment link.

How do you send order status updates on WhatsApp and handle questions about an order?

These are two different jobs, and it helps to separate them. The proactive notice, such as the order confirmation or the shipping dispatch, goes as a utility template, the category Meta reserves for non-promotional messages and whose examples include order confirmations and shipping and tracking updates. The customer's question, "where is my order?", is answered by the assistant connected to your store or, when needed, by an agent.

Situation	How it is sent	Category according to Meta
Order confirmation	Template triggered by the purchase event your store sends	Utility
Dispatch and shipment tracking	Template triggered by the event your shipping system sends	Utility
Customer question about an order	Free-form reply from the assistant inside the 24-hour window the customer opens by writing	No template needed
Order notice with an offer included	Template	Marketing, because Meta classifies mixed content that way

That is why an order notification should carry no promotion: as soon as it mixes the notice with an offer, it stops being utility, according to Meta's guide, and in the United States a marketing template is not delivered at all today. If the customer needs a person, the conversation moves to the Contact Center, where an agent can route it to another agent or department.

A heritage bakery brand with nationwide operations, established in 1931, applies this in its success story: its assistant, integrated with the ecommerce backend, reports the order status and hands off to an agent with one click, with more than 57,000 order conversations between July and October 2024 and 65% of inquiries resolved by the bot.

It does not fit if your shipping system cannot send the status to an API or an event, because without that signal the assistant has nothing to tell the customer.

Which ecommerce platforms and systems does indigitall connect to, and what data does it exchange?

indigitall connects to a store in three ways, and it helps to know which one yours uses. With Shopify there is an app installed from its app store. With any other store or backend, the documented route is custom events and the API. And from a journey, an external system can be notified with a webhook. In all three, the store's data arrives as events that later drive segmentation and personalization.

System	How it connects	What it exchanges	Good to know
Shopify	indigitall app installed from the Shopify app store	Six default events: login, productView, addToCart, checkoutStarted, purchase and searchSubmitted, each with its customer, product or order data	Tracking is on by default after install; the administrator chooses which events and fields are captured and maps them to indigitall custom fields
Another store, backend or inventory system	API and custom events sent by your system	The events and fields you define	Librerías Gandhi uses an API integration with its inventory and order data
An external system that must react	Webhook from a journey: URL, HTTP method, optional headers and a JSON body with variables	Goes out from indigitall to your system when the customer reaches that step	The documentation does not detail retries or limits, so ask before relying on it
WhatsApp catalog	Meta's Commerce Manager, connected to the partner platform you choose	Products and their data, which Meta keeps synchronized	It is a Meta catalog, not an indigitall one

The data comes together in the customer profile. Contact fields hold attributes, values that increment in real time and aggregates of the history, such as the sum of purchases in a period, and each field's name must match the one in your CRM or database.

It does not fit if your store cannot send events or expose an API, or if you need a native connector for a platform other than Shopify: the documentation describes an app only for Shopify, so confirm it with indigitall before you start.

"In my retail company, we needed to have all the digital marketing tools in one, and indigitall helped us innovate in all aspects, especially for automation and personalization."

Alexis P. on G2

Alexis P. says on G2 that, in a retail company, they needed all the digital marketing tools in one and that indigitall helped them innovate in automation and personalization.

FAQs: indigitall for Retail and eCommerce

How long should you wait before sending an abandoned cart reminder?

You decide. With indigitall, the retargeting component waits the time you set, in minutes, hours or days, from the moment it detects the abandonment, and the documentation gives 30 minutes, 2 hours or the next day as examples. After that, the journey can switch channels if the customer does not respond.

Can you recover an abandoned cart on WhatsApp in the United States?

Not with a marketing template today. Meta classifies a cart reminder as marketing, and its documentation says WhatsApp does not currently deliver marketing templates to US phone numbers. With indigitall, a journey for US shoppers uses push, email or SMS, and WhatsApp reminders go to customers with numbers elsewhere who gave consent.

What Shopify data does indigitall capture?

The indigitall Shopify app captures six default events: login, productView, addToCart, checkoutStarted, purchase and searchSubmitted, each with the customer, product or order data. After installing it, tracking is on by default, and you choose which events and fields are captured and map them to indigitall custom fields.

Can indigitall connect to a store that is not on Shopify?

indigitall's documentation describes an app only for Shopify. With another store or your own backend, the documented route is custom events and the API, as Librerías Gandhi does with its inventory and orders. If you are looking for a native connector for another platform, confirm it with indigitall before you start.

How many products fit in one WhatsApp message?

With indigitall, a multi-product message holds a list of up to 30 products, and you can create as many lists as you have categories. A single-product message shows one, with its full details. Products come from the catalog you manage in Commerce Manager, and only active items are shown.

Can you take payment inside WhatsApp?

It depends on the country: payment inside the chat itself exists only in some regions. Elsewhere, with indigitall the customer adds products to the cart, the business receives the order summary and the payment is completed with a payment link or on the store's website.

Is a shipping notice utility or marketing on WhatsApp?

Utility, as long as it promotes nothing. Meta's utility examples include order confirmations and shipping and tracking updates, but any template that mixes the notice with an offer is classified as marketing. With indigitall, keep the notice template free of promotions.

Can the assistant tell a customer the status of an order and hand off to a person?

Yes. With indigitall, the assistant integrated with the store reports the order status and, when the question is complex, the conversation moves to an agent in the Contact Center, who can route it to another agent or department. A heritage bakery brand applies this to more than 57,000 order conversations.

What data does the indigitall CDP hold and how does it relate to my CRM?

The indigitall CDP holds contact fields: customer attributes, values that rise in real time and aggregates of the history, such as the sum of purchases in a period. Each field's name must match the one in your CRM or database, and those fields feed the journeys and campaigns.

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indigitall Omni AI

Hey there!

Turn Every Browsing Session
Into a Buying Conversation

From anonymous visitor to loyal customer. No gaps, no dead ends.

The cart fires in seconds, not hours.

One customer. Web, app, WhatsApp, in-store.

Two-way commerce in one conversation thread.

Predictive, not reactive.

Every shopper has a different story. One platform plays all of them.

Production results from retailers who bet on conversations, not campaigns.

Chosen By Those Who
Know Retail Best

Numbers from production deployments, not demos.

How do you recover an abandoned cart with ecommerce push notifications, email and WhatsApp without overloading the customer?

How do you sell on WhatsApp for ecommerce with a catalog, products and a cart?

How do you send order status updates on WhatsApp and handle questions about an order?

Which ecommerce platforms and systems does indigitall connect to, and what data does it exchange?

FAQs: indigitall for Retail and eCommerce

How long should you wait before sending an abandoned cart reminder?

Can you recover an abandoned cart on WhatsApp in the United States?

What Shopify data does indigitall capture?

Can indigitall connect to a store that is not on Shopify?

How many products fit in one WhatsApp message?

Can you take payment inside WhatsApp?

Is a shipping notice utility or marketing on WhatsApp?

Can the assistant tell a customer the status of an order and hand off to a person?

What data does the indigitall CDP hold and how does it relate to my CRM?

Dive Into More Information

Your AI assistant can now talk to your campaigns

The Modern Value Driving Customer Connections

What Is Self-Service in Customer Support and Why It Helps You

Push Notifications vs. SMS: What You Need to Know

Mobile App Engagement: 20 Strategies For Success

Digital Transformation in Banking and Financial Services

Download ebook

indigitall Omni AI

Hey there!

From anonymous visitor to loyal customer. No gaps, no dead ends.

The cart fires in seconds, not hours.

One customer. Web, app, WhatsApp, in-store.

Two-way commerce in one conversation thread.

Predictive, not reactive.

Every shopper has a different story. One platform plays all of them.

Production results from retailers who bet on conversations, not campaigns.

Chosen By Those Who Know Retail Best

Numbers from production deployments, not demos.

How do you recover an abandoned cart with ecommerce push notifications, email and WhatsApp without overloading the customer?

How do you sell on WhatsApp for ecommerce with a catalog, products and a cart?

How do you send order status updates on WhatsApp and handle questions about an order?

Which ecommerce platforms and systems does indigitall connect to, and what data does it exchange?

FAQs: indigitall for Retail and eCommerce

How long should you wait before sending an abandoned cart reminder?

Can you recover an abandoned cart on WhatsApp in the United States?

What Shopify data does indigitall capture?

Can indigitall connect to a store that is not on Shopify?

How many products fit in one WhatsApp message?

Can you take payment inside WhatsApp?

Is a shipping notice utility or marketing on WhatsApp?

Can the assistant tell a customer the status of an order and hand off to a person?

What data does the indigitall CDP hold and how does it relate to my CRM?

Dive Into More Information

Your AI assistant can now talk to your campaigns

The Modern Value Driving Customer Connections

What Is Self-Service in Customer Support and Why It Helps You

Push Notifications vs. SMS: What You Need to Know

Mobile App Engagement: 20 Strategies For Success

Digital Transformation in Banking and Financial Services

Chosen By Those Who
Know Retail Best