The situation
Vivi&Co sells through Instagram and a Shopify storefront, run hands-on by its founders. Direct messages and comments — sizing, availability, "is this back in stock", order questions — arrived faster than anyone could answer, at every hour of the day. The posting schedule lived in spreadsheets, and turning raw product shots into campaign-grade imagery was a recurring bottleneck.
What we built
A customer-engagement agent that reads every Instagram DM and comment, replies in Vivi&Co's voice, answers product, sizing and availability questions against live storefront data, qualifies buying intent, and hands sensitive or high-value threads to a human with the entire conversation as context — pushed straight to WhatsApp and e-mail.
Around it: a real-time Control Room the team shares, a Klaviyo-to-Shopify loop that moves a spotted buyer into the right flow automatically, and a calibrated imagery pipeline that turns product shots into editorial campaign visuals that stay on brand.
The founders got their evenings back. The brand answers in minutes.
How it runs
A webhook server takes each Instagram and Facebook event the moment it happens; the agent decides, replies or escalates. Scheduled jobs keep it honest — tracking-pixel health checks, purchase alerts, and a daily digest at the start of the UAE day. Everything sensitive routes to a person, and nothing irreversible happens without one.
Where it stands
In daily use. Replies that used to take hours now land in minutes, around the clock, and one operator runs channels that used to take the whole team — while every conversation still sounds like Vivi&Co.