The challenge: baristas on their phones, not behind the bar
Before Chatwiser, the Lavish Coffee team was handling every WhatsApp order manually. Customers would message to ask about the menu, place an order, ask about pick-up time, ask for modifications — and every step required a manual reply. During peak hours, the team was spending more time on their phones than making coffee. Missed messages led to missed orders. Delayed replies led to negative reviews.
The solution: a WhatsApp ordering bot built in under an hour
Using Chatwiser's visual flow builder, the Lavish Coffee operations manager built a complete WhatsApp ordering experience without writing a single line of code. Customers message the number and immediately get an interactive menu. They select their drink, choose size and customisation, confirm their pick-up time, and receive an order number — all without any human involvement. Complex requests or custom orders are automatically escalated to a team member.
How they set it up
- 1
Connected WhatsApp Business API
Lavish Coffee already had a WhatsApp number they were using manually. Migrating it to the API through Chatwiser took 15 minutes.
- 2
Built the ordering flow
The operations manager used Chatwiser's visual builder to create a 5-step order flow: Welcome → Menu selection → Customisation → Time slot → Confirmation.
- 3
Set up FAQ triggers
Common questions — 'calories', 'milk alternatives', 'opening hours', 'location' — were mapped to instant keyword-triggered replies in Arabic and English.
- 4
Went live in one hour
From first login to first automated order: exactly 58 minutes. The team was back making coffee the same afternoon.
The results
- 70% of daily orders now fully automated — no human involved
- Order confirmation time dropped from 8 minutes to under 2 minutes
- Zero missed orders — every message gets an instant response
- The team focuses on craft, not chat — barista satisfaction improved
- 5-star Google rating maintained through consistent, fast service
“Chatwiser handles 70% of our daily WhatsApp orders entirely on its own. Our team now focuses on making great coffee — not typing the same replies a hundred times a day.”
Faisal Al-Otaibi
Operations Manager, Lavish Coffee
Frequently asked questions
Can Chatwiser handle custom coffee orders?
Yes. You can build multi-step flows that collect order details, sizes, milk preferences, and special requests before confirming. Complex requests can be escalated to a human.
What if a customer asks something the bot doesn't know?
Chatwiser's handoff feature transfers the conversation to a human agent instantly, with full chat history so your team has full context.
Does it work for multiple branches?
Yes. You can manage multiple WhatsApp numbers and channels from one Chatwiser account — ideal for multi-location F&B brands.