SHOMI
Women's clothing · WhatsApp Business Platform
From a restricted number to a real support desk
SHOMI was fighting three problems at once: WhatsApp kept restricting their number, complaints disappeared into the chat with no ticket behind them, and their agents couldn’t be logged in on more than one device. Texnity solved all three.
Faster complaint resolution
Account restrictions since switching
Complaints tracked as tickets
Agents on their own secure logins
What was going wrong before Texnity
SHOMI was running a growing support operation on a tool that was never built for one. The number kept getting restricted, complaints had nowhere to live, and only one person could be signed in at a time.
WhatsApp kept restricting the account
Messaging customers at volume from a standard WhatsApp account triggered repeated restrictions, cutting the team off from customers with no warning and no appeal.
Complaints had no ticket behind them
Every complaint lived as a message in a chat thread. There was no ticket number, no owner, no status and no way to prove whether an issue had actually been resolved.
Agents couldn’t log in on multiple devices
One number meant one active session. Agents passed a single device around or shared a login, so two people could never work the queue at the same time.
What we built with SHOMI
Texnity replaced the whole setup: the official WhatsApp Business Platform for the messaging itself, a proper ticketing system underneath it, and individual agent accounts on top.
- 01
Moved onto the official WhatsApp Business Platform
A verified business sender with approved templates and managed opt-in, so messaging at volume is expected behaviour instead of something that gets the number restricted.
- 02
A real ticket for every complaint
Complaints become tickets with an ID, description, department, priority, labels, source and status (Open, Pending, Waiting, On Hold, Resolved or Closed) each with an owner and a created-at timestamp.
- 03
Individual agent logins on any device
Every agent gets their own account and can be signed in on desktop, laptop and phone at once. The whole team works the same inbox simultaneously: no shared login, no device limit, no passing a phone around.
- 04
Departments, roles and permissions
Tickets route to the right department, managers see everything, agents see their own queue, and internal notes make handoffs between shifts clean.
SHOMI
WhatsApp · Automated
Sent automatically by Texnity, no agent involved.
How Texnity helped SHOMI
The number stays safe
Running on the official platform means no more sudden restrictions, the support line is always reachable.
Nothing gets lost
Every complaint has a ticket number, an owner and a status, so issues are closed deliberately instead of quietly forgotten.
The whole team works at once
Agents log in on their own devices simultaneously, so the queue moves at the speed of the team rather than one shared phone.
Managers can finally see the work
Ticket status, department load and agent activity are all visible, which makes accountability and staffing decisions straightforward.
More customer stories
Ready to write your own story?
Start free, connect your store in minutes, and let the flows do the follow-up.
5.0
Average merchant rating
80+
Brands running on Texnity
30+
Verified merchant reviews
9
Industries served