Online stores
TotalShop or any platform via APIOrders, refunds and delivery questions answered next to the chat, on every channel your shoppers use.
- Orders in the customer panel
- Refunds with approval
- Web chat on your store
WhatsApp · Messenger · Instagram · Email · Web chatEvery customer message.
Nusrat JahanWhatsApp · +880 17•• ••• 412 · assigned to you
Every customer message.
One calm desk.
SupportMoose puts all your chats and emails in one shared inbox, with the customer’s orders, refunds and ad tracking right beside the conversation. Built for online stores, social sellers and software teams.
20-minute call · set up on your own channels · no card needed
New on WhatsApp“Is this available in blue?”
Refund approved৳850 · order #0987
Escalated to Sadiano reply in 5 min
- Nusrat JahanApu, parcel ta kobe pabo?
- Rafiq HasanSize L ache? Red color
- tanvir.ahmedMentioned you in a story
- Acme ERP · #2041Payroll export fails with 500
- Guest · DhakaDo you deliver to Sylhet?
Apu, parcel ta kobe pabo? Order dilam 3 din age 🙏
Note from Sadia: courier picked it up yesterday
Hi Nusrat! Your order #1042 is out for delivery today. The rider will call before arriving.✓✓ Read
Today’s conversations
6channels
- Messenger
- Email & chat
First reply · today1m 48s
Shared inbox
Stop juggling six apps and three phones
WhatsApp, Facebook Pages, Instagram, support email and your website chat land in one list. Assign, reply, leave a note for a teammate and move on.
- Views for mine, unassigned and escalated
- Internal notes your customer never sees
- Canned replies in a keystroke
- Live updates for the whole team
Order #1042COD · Shipped৳2,450Track
Order #0987Delivered৳850Refund
Order #0951Cancelled৳1,200Details
Orders & refunds
“Where is my order?” answered in one look
Connect your store and the customer’s orders sit next to the chat. Check status, send a verification code, and refund with your store’s own rules and an owner’s approval.
- TotalShop built in
- Any platform via API
- One-time codes
- Never refund twice
Escalation ladder
0 minNew message5 minAgent in the app8 minAgent on Telegram12 minAgent on WhatsApp20 minOwner notifiedEscalation
Nobody waits because someone was busy
If a message sits unanswered, SupportMoose climbs a ladder you set: the app, then Telegram, then WhatsApp, then the owner. Working and quiet hours are respected, and customers get an honest auto-reply after hours.
Working hoursPer workspace and per agent
Reply from WhatsAppAnswer the alert, it reaches the customer
Who it’s for
Made for the way you actually sell
Social & COD sellers
Facebook, Instagram, WhatsAppYour shop lives in DMs. Keep every page and number in one inbox and stop paying Meta for orders that never get delivered.
- One inbox for every page
- COD-aware Meta pixel
- WhatsApp order confirmation
Software & apps
SaaS, ERP, HRM, internal toolsOpen tickets from your own product with the ticket API, and answer them by email and chat with your support team.
- Ticket API with keys per app
- Priority and tags
- Email with real threading
And plenty more under the antlers…
Escalation ladder
Unanswered for 5 minutes? Ping the agent in the app, then on Telegram, then on WhatsApp, then the owner.
Working & quiet hours
Escalations respect each agent’s hours. Customers get an honest auto-reply when nobody is around.
Internal notes
Discuss a case with your team inside the conversation. Customers never see notes.
Canned replies
Save your best answers once, insert them in a keystroke.
Tags & priority
Sort by urgency, filter by tag, and find any conversation with search.
Team & roles
Owners, admins and agents, with assignment and per-agent unread counts.
Ticket API
Your ERP, HRM or app opens tickets and shows replies to its users.
Live everywhere
New messages, assignments and status changes appear instantly for the whole team.
Channels
Works where your customers already are
WhatsAppOfficial WhatsApp Business API, connected in minutes.Messenger & InstagramFacebook Page chats and Instagram DMs, side by side.Emailsupport@yourshop.com becomes a ticket queue.Web chatA chat bubble for your store or app, one line of code.Orders & refundsOrder history and refunds next to every chat.COD ad trackingMeta pixel that only counts orders that are real.
Last 7 days, COD orders
Only confirmed or delivered orders reach Meta as purchases. Cancelled and fake orders never do.
Ad tracking
Pay Meta for buyers, not for cancelled COD orders
A normal pixel counts every placed order. SupportMoose holds cash-on-delivery purchases until they are confirmed or delivered, sends them from the browser and the server without duplicates, and lets customers confirm by replying “1” on WhatsApp.
How COD tracking worksPricing
Simple prices in taka
Every plan includes the shared inbox and web chat. WhatsApp conversation fees are paid from your prepaid wallet at Meta’s rates.
Starter
For a seller and a helper৳1,500/ month
billed monthly- 2 team members
- WhatsApp, Messenger, Instagram
- Web chat widget
- Canned replies & notes
- 1 store connection
- Email support
Growth
For a busy support team৳4,000/ month
billed monthly- 8 team members
- Every channel, incl. email
- Orders & refunds
- COD-aware Meta pixel
- Escalation to Telegram & WhatsApp
- Priority support
Business
For brands and software teams৳9,000/ month
billed monthly- Unlimited team members
- Several stores & pages
- Ticket API for your apps
- Working & quiet hours
- Onboarding call
- Dedicated WhatsApp line
Do I need a developer to connect WhatsApp?
No. You connect your number with Meta’s Embedded Signup: log in with Facebook, choose your business and verify the number. It takes a few minutes.
Who pays WhatsApp conversation fees?
Meta charges per conversation. You top up a prepaid wallet in SupportMoose and every fee shows up in the usage ledger, at Meta’s rates.
Which store platforms work with orders and refunds?
TotalShop is built in. Any other platform, including your own, can connect through the open Commerce Connector API. Talk to us about Shopify and WooCommerce.
How is COD ad tracking different from the normal Meta pixel?
A normal pixel reports a purchase when the order is placed. We hold cash-on-delivery purchases until the order is confirmed or delivered and never send cancelled orders, so Meta learns from customers who really pay.
Can I use it with a software product instead of a shop?
Yes. Give each app an API key and it can open tickets, add follow-ups and show your team’s replies. Your team answers by email or in the inbox.
Is there a mobile app?
A mobile app with push notifications is on the way. Until then, escalation reaches agents on Telegram and WhatsApp so nothing waits.
Can I try it before paying?
Yes. Book a demo on WhatsApp and we will set up a trial desk with your own channels.