Recover carts. Answer DMs. Upsell after purchase.

Where ecommerce conversations get lost

Most carts never reach the payment step: Baymard Institute puts the documented average abandonment rate at 70.22% across 50 studies (Baymard, checked November 5, 2026). Some of those shoppers still have a question, and they ask it where they already are: WhatsApp, Instagram or the chat bubble on your store. A reply that comes the next morning can come after they have bought somewhere else.

The blocker is not channel access. It is unification. A store easily ends up with a WhatsApp Business app on one phone, an unmonitored Instagram inbox, a live chat tool and a mailbox, each with its own history. Pinlyx puts those conversations in one workspace, with one contact record behind each person.

Channels that matter for ecommerce

• WhatsApp Business: replies from the shared inbox inside Meta's 24-hour customer service window (Meta: customer service windows), with no template messages, broadcasts or bulk sends. Meta counts those replies as service messages: since October 1, 2026 the first 1,000 per business phone number each month are free and the rest are charged (Meta: pricing).
• Instagram DM: discovery channel. Product questions, story replies and influencer collabs all land here, in the shared inbox, and each handle gets a contact record. Keyword comment-to-DM is on the Business plan.
• Live chat on the storefront: pre-purchase questions, size guides, “is it back in stock?” AI answers the easy ones; humans take the deals. Add the widget to any storefront: one site on Pro, unlimited on Business.
• Email: cart follow-ups, post-purchase steps and win-back sequences from your own mailbox over IMAP/SMTP (Gmail, Outlook, iCloud). One mailbox on Pro, five on Business.
• SMS: not available. Pinlyx has no SMS or phone channel.
• Telegram: VIP and wholesale customer channels. Common in EU, EE, CIS, and crypto-native commerce. Native MTProto support.

Compliance & data residency

Ecommerce sells globally and ships physically, which means you handle three sets of regulations at once: GDPR for EU customers, KVKK for Turkish customers, and CCPA for California buyers. On the product side you may also be subject to KKDIK (Turkish chemicals regulation) if you sell cosmetics or chemicals into Turkey.

• Consent and opt-outs: Pinlyx does not store opt-in proof, so keep consent records in your store or checkout. For the email and Telegram sequences it does send, a do-not-contact list is checked before every step, and an unsubscribe click or a reply that reads as a no puts the address on it.
• WhatsApp rules: Meta requires a business to get opt-in permission before it messages people on WhatsApp (Meta: get opt-in for WhatsApp), and only approved templates can go out after the 24-hour window closes. Pinlyx does not send WhatsApp templates, broadcasts or marketing messages: it only replies inside the window a shopper opens by writing to you.
• Hosting: Pinlyx runs on servers in Germany (Hetzner) on every plan, and sensitive fields are encrypted with AES-GCM.
• Card data: Pinlyx does not store card numbers. Your payment provider handles that, and store connectors never send card details.

Sequences worth building

Pinlyx does not ship ready-made ecommerce sequences. These four are simple to build in the sequence builder, on email or Telegram. WhatsApp and Instagram stay reply-only.

• Cart follow-up (3 messages over 3 days): the Shopify app and WooCommerce plugin tag abandoned carts, so automatic enrolment can pick the tag up. On ikas an abandoned checkout is a timeline note, so you add the tag yourself. A first reminder, a second the next day, and a last one with a discount code if you offer one. It stops when the shopper replies.
• Post-purchase follow-up (3 messages over 21 days): a thank-you on day 1, a complementary product on day 7 and a review request on day 21. You pick the product in the copy, because Pinlyx does not read your catalog.
• Win-back (4 messages over 30 days): run it on a tag you maintain for customers who have gone quiet: a gentle nudge, new arrivals, a discount code and a last note.
• Flash-sale sequence: a one-step email or Telegram sequence to a tagged segment such as VIPs or repeat buyers. It is paced per account and per day with stop-on-reply, so it is not a bulk blast, and it never goes out on WhatsApp or Instagram.

Reporting & KPIs

Pinlyx reports on the conversations and the money from the same data your team works in:

• Revenue by source: with a connected store on a plan with Finance, orders post as income grouped under that store.
• Conversation volume by channel: how much of the load comes from WhatsApp, Instagram, live chat and email.
• Sequence results: how many contacts each follow-up reached and how many replied.
• AI agent activity: a log of what each agent sent, so you can correct it.
• First reply time: support reporting on Business shows first reply and resolution time. Reply-time promises start on Pro.