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
186 conversations started by customers, 1–27 September 2026. All 186 got a reply, 90% of them within 1.7 minutes; the AI replied first in 183.
- Measured
97%
of chat conversations waiting for an answer got one within 2 hours
319 out of 329 on 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 79,801 conversations from the previous tool and a year of Shopify orders.
- Knowledge set-up: current policies and sizing, on top of a catalogue of 268 active products 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
- No sales figure yet. 58% of Monisqui's orders are placed in its stores, and most sales chats happen on Instagram, where a chat can't yet be matched to an order. Links sent in chat carry tracking from 30 September 2026.
- The WhatsApp sample is small: 186 conversations in September.
- Instagram reply times aren't shown: messages sent there by another automation tool can't be reliably told apart from replies.
In their words
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