Run your Salla store's customer service and sales in the chat

“Do you have it in black?”, “Where is my order?”, “Can I return this?” answered in seconds, from your real store data, while your team packs orders.

Good for

• Salla stores
• Fashion and perfume
• Electronics and home goods

The situation

Most messages a store gets are the same few questions: is it in stock, how much is delivery, where is my order, how do I return it. Each one needs someone to open the Salla dashboard and look it up. Your agent reads your live Salla store, so it answers these on its own, and it can even take the order in the chat.

How it works

CustomerAsks for a product

tkanaSearches your catalog and checks live stock

tkanaBuilds the cart, delivery, and total, then waits for a clear yes

Your systemOrder is created in your Salla store with a payment link

From question to order

CustomerAsks where the order is, or wants a return

tkanaReads the order and shipping status from Salla

tkanaOpens a ticket for late orders and return requests

Your teamFollows up and processes refunds in Salla

After the order

What the conversation looks like

Customer: Do you have the rose body mist?

Agent: Yes, the Rose Body Mist is in stock. Would you like me to add it to your cart?

Customer: Two bottles, delivered to Riyadh.

Agent: Added. Please share your national address short code or a location pin, and I’ll show you the couriers for Riyadh with their delivery fees.

(The agent reads back the items, VAT, delivery, and total.)

Agent: Shall I place the order?

What you switch on

1. Install tkana from the Salla app store. The Salla store skills are set up for you automatically: Product search, Ordering in chat, Order tracking, Returns and refunds, and Salla notifications. See Install tkana from the Salla app store.
2. Connect your WhatsApp number. See Connect your WhatsApp number.
3. Check your store in Salla: products with prices and stock, shipping companies and areas, pickup branches, and payment methods. The agent reads all of these.
4. Write your return policy and store FAQs so the agent can explain them. See Add knowledge for your assistant.
5. Choose your optional skills. Salla · Cross-sell and Salla · Up-sell are on from the start; turn them off if you prefer. See Choose your assistant’s skills.
6. Place a test order yourself before you tell your customers.

What your team sees

• Orders in Salla like any other order, ready to fulfil as usual.
• Every conversation with the customer’s Salla orders beside it, in your inbox. Reply yourself or take over at any time. See Work your inbox.
• Tickets for late or missing orders and return requests, with the order reference, items, and reason.

Tips and limits

• The agent writes nothing to Salla until the customer confirms the full order summary. Online payment always happens on your store’s checkout link; the agent never takes card details in the chat.
• It never approves a return, promises a refund amount, or guesses a delivery date your courier has not given.
• If you disconnect your Salla store, the Salla skills are turned off, and they come back when you reconnect.
• Prefer your team to answer everything for now? Set the assistant to Observe only: notifications keep going out, and your team replies from the inbox.

tkana for Salla storesThe full guide to using tkana from inside your Salla dashboard.