Proposal for Shoo Lab Malaysia
Every chat answered. Every customer remembered.
One inbox for WhatsApp, Instagram and Messenger, an AI assistant that replies in seconds, and a record of every customer that brings them back for their next clean.
3 apps · 1 inbox · 1 team
01 · What you get
Four things your shop gets, one step at a time.
Each step is useful on its own. You see it working before the next one starts.
One inbox for every chat
WhatsApp, Instagram and Messenger in one place. Your whole team answers from a computer or phone, sends quotes and payment links, and sees each order's stage.
Phase 1An AI assistant that never sleeps
Answers prices, opening hours, pickup and order status in seconds, in Bahasa Melayu, English and 中文. Anything that needs a person goes to your team.
Phase 2Know what really sells
See which ads, apps, services and labs bring paying customers, and let Facebook and Instagram ads learn from your real sales.
Phase 3Customers who come back
One profile per customer across every app, with every service they bought. Remind them when their next clean is due, and offer what they haven't tried.
Phase 402 · Your customer's journey
Whichever app they use, it's one customer.
Press play and follow a customer from app to app. Every step lands on the same profile, linked by their phone number, chat account or order number.
Aisyah Rahman
Bintulu · customer since AugustLinked across
Services bought
When someone moves from Instagram to WhatsApp, the system spots the same phone number and joins the two. Your team confirms with one tap.
Every service and add-on is counted, so you know your sneaker regulars, your bag customers and your best spenders.
Ad spend is matched to real orders, not just clicks.
03 · AI assistant Phase 2
Answers in seconds, day or night. Your team handles the rest.
Replies in Bahasa Melayu, English or 中文, matching how each customer writes.
Uses your services, prices and FAQs. It never makes up a price or a promise.
Final prices, complaints and refunds go straight to your team, with a short summary of the chat.
One tap drafts a reply, makes it shorter or friendlier, or translates it. Staff check and send.
Targets for illustration, to be measured after launch.
04 · See it working
The screens your team will use.
Names and figures are samples. Every screen here can be clicked through in the live demo.
Team inbox
Phase 1Every chat from every app, with the order it becomesEach chat shows which app it came from, the stage of the order and how long the customer has waited.
Growth report
Phase 3Which ads, apps and labs bring paying customersFunnel by channel conversations → quoted → ordered
Labs and partners sorted by conversion
| Lab | First reply | Chat → order | Rating |
|---|---|---|---|
| Shoo Lab Bintulu | 1m 50s | 26.1% | 4.9 |
| Shoo Lab Miri | 4m 10s | 21.0% | 4.7 |
| Shoo Lab Sibu | 2m 30s | 19.4% | 4.8 |
| Shoo Lab Kuching | 3m 05s | 17.9% | 4.6 |
| Partner · repair workshop | 9m 40s | 11.2% | 4.4 |
Sales sent back to Meta ads this month
So Facebook and Instagram ads learn which people actually pay.
Audiences synced daily
A sample month once more labs are open. Figures are illustrations.
Customer profile
Phase 4Every chat, order and review for one personAisyah Rahman
Journey
Deep Cleaning + Midsole Un-yellowing · RM 75 · Shoo Lab Bintulu
Yellowed white sneakers · routed to Shoo Lab Bintulu
Synced to Meta custom audiences
"Looks brand new. Sending my bags next."
Marked ready by the lab · collection notice and survey sent on WhatsApp
RM 110 by DuitNow QR · Premium Spa leather sneakers
Sneaker Deep Clean · October · Bintulu sneaker owners
Linked across Instagram, WhatsApp and the website, so the team sees the whole history in one place.
On the go · Phase 1
Staff can reply from their phones.
Tap the menu icon inside the phone to look around.
05 · Repeat customers Phase 4
Bring the right customers back, at the right time.
Pick a group below to see who you'd reach. Only customers who agreed to hear from you get messages.
1Pick who
2Choose where
3See the results
Example results. Every reply lands in your inbox, tagged with the campaign.
06 · The plan
Four phases. Replace Respond.io first.
Each phase is agreed separately. You approve the result before the next one starts, and you can pause after any phase.
Replace Respond.io
- WhatsApp, Instagram and Messenger in one shared inbox
- Quick replies, templates, photo quotes and payment links
- Order stages from enquiry to collected, plus a lab board
- Works on staff phones
- Your Respond.io contacts and chat history moved over
AI chatbot
- Instant replies in Bahasa Melayu, English and 中文
- Uses only your price list and FAQs
- Hands prices, complaints and refunds to your team
- Reply drafts, rewrites, translations and chat summaries for staff
Advanced analytics
- Which ads and apps bring paying customers
- Results by lab, service and staff member
- Sales sent back to Meta so ads find more buyers
- A monthly growth report
Customer CRM
- One profile per customer across every app
- Services bought and when the next one is due
- Customer groups for WhatsApp messages and ads
- Seats for new labs and partner workshops
Reliability
Will it be as reliable as Respond.io?
Yes. Respond.io and Sage Inbox connect to WhatsApp, Instagram and Messenger through the same official Meta channels. The difference is how carefully the system around them is run, and that is what we look after.
- If Meta itself has an outage, every chat tool is affected, Respond.io included. It happens a few hours a year, and messages arrive once Meta recovers.
- Your team replies from Sage Inbox instead of the WhatsApp phone app. In Phase 1 we test keeping the phone app working on the same number.
- Instagram needs to be a Professional account linked to your Facebook Page.
Every message is saved the moment it arrives. If the system is briefly busy, Meta keeps resending until it is received.
If any app goes quiet, we get an alert straight away, usually before your team notices.
Two weeks side by side with Respond.io, comparing message counts every day. Respond.io is switched off only when nothing is missing.
Meta updates its connections about once a year. Those upgrades are part of the support plan, so nothing breaks unexpectedly.
Offers go only to customers who agreed, using messages approved by Meta, so your number keeps a good rating.
07 · Next steps
What we need from you to start.
Tick items off as you go. Ticks are saved in this browser only.
Try it before you decide
Click through the inbox, the AI assistant, customer profiles and repeat-customer campaigns with sample data.