How Antonna turned a flood of DMs into orders

The business

Antonna is an accessories brand that sells directly to shoppers online. Most of its customers discover a piece on social media and message the brand before they buy.

That makes conversations the heart of the business: a shopper who gets a quick, friendly answer usually orders, and one who waits usually moves on.

The challenge

As the brand grew, so did the messages. The same questions about price, colours, sizes and delivery arrived all day, on WhatsApp, Instagram and Messenger at once.

The team answered from their own phones. Nobody could see who had replied to whom, late-night messages waited until morning, and carts left behind were rarely followed up.

• Repeated questions took most of the team’s day
• Chats were spread across several apps and phones
• Shoppers who went quiet were not followed up
• Shipping updates were typed by hand

The solution

Antonna moved every channel into one Mijra inbox, so the whole team works from the same list and each chat has one owner.

An AI agent now answers the common questions from the brand’s own product and delivery information, and passes the chat to a person when a shopper needs one. Orders are confirmed inside the conversation, shipments go out through J&T Express, and buyers receive their updates in the same chat.

Follow-ups run on their own: a reminder for a cart left behind, and a review request once the order arrives.

The results

Shoppers hear back in seconds instead of hours, including at night. The team spends its time on the conversations that need a person, and fewer orders slip away.

What’s next

Antonna plans to keep adding its product knowledge to the AI agent and to use customer profiles to recognise returning buyers the moment they write.