Customer story
90% of customer-started WhatsApp chats answered in two minutes.
Monisqui, a Spanish fashion brand with its own stores, answers WhatsApp, Instagram, Messenger and email from one Kanesh inbox.
Results
- Measured
0.9 min
median first reply on WhatsApp
Customer-started WhatsApp conversations, 1–27 September 2026. All got a reply; 90% within 1.7 minutes.
- Measured
97%
of chat conversations waiting for an answer got one within 2 hours
WhatsApp, Instagram and Messenger, in the 7 days to 30 September 2026.
The challenge
Monisqui already sold at scale, and its conversations mix questions about orders, sizes, stock, exchanges and delivery.
In June and July 2026, its previous tool replied automatically to almost every customer (98.9%), but when a person had to step in, the median wait was 175 minutes. The job was to decide what the AI can answer and what needs a person, with the store's data in view.
That baseline comes from the previous tool's export and measures a different moment (a person stepping in), so we don't compare it with the figures below.
What we did
In Kanesh
- One inbox for WhatsApp, Instagram, Messenger and email. Since 25 September 2026 the team answers email itself, in the same inbox.
- An AI agent that answers from the catalogue and Monisqui's policies: it shares the product link, says whether the size is in stock and hands off to the team with the reason when it shouldn't continue.
- Store analytics for any date range, so the team can compare seasons, with product margin from the cost already in Shopify.
Nexau services
- Before go-live, a diagnosis of conversation history from the previous tool and Shopify orders.
- Knowledge set-up: current policies and sizing, on top of the active catalogue synced from Shopify.
How we measured
- First reply: a conversation starts when the customer writes after 24 hours of silence. The first reply is the first message from the AI or a person within 24 hours. Templates and automatic away messages don't count.
- Chat coverage: conversations whose last message needed an answer, checked on 30 September 2026. Unanswered means more than 2 hours without a reply from the AI or a person.
- Source: Kanesh production data, queried read-only on 30 September 2026.
Limits
- Sales attribution is incomplete: Monisqui sells online and in its own stores, and Instagram conversations cannot yet be reliably matched to orders. Links sent in chat carry tracking from 30 September 2026.
- The WhatsApp sample is small, so these results should not be treated as a forecast.
- Instagram reply times aren't shown: messages sent there by another automation tool can't be reliably told apart from replies.
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