Omnichannel Customer Support for E-commerce Businesses in Brazil
Brazil's e-commerce market hit R$ 185B in 2024. Brazilian shoppers on Mercado Livre, Shopee, and VTEX-powered stores expect instant WhatsApp replies in Portuguese for order tracking, returns, and product questions. ConvoHub puts every channel in one inbox and handles it all — automatically.
Brazilian shoppers expect instant WhatsApp support — in Portuguese.
Brazil's e-commerce market surpassed R$ 185 billion in 2024, with Mercado Livre, Shopee, Amazon.br, and thousands of VTEX-powered D2C brands handling millions of customer messages daily on WhatsApp. Brazilian shoppers don't email — they WhatsApp. And they expect a response in minutes, not hours.
Most Brazilian online stores still manage customer messages across a personal WhatsApp Business number, a separate Gmail, and Instagram DMs. During Black Friday Brazil — the biggest e-commerce event of the year — support volume spikes 5× and this fragmented setup collapses under the load.
Rastreamento de pedido queries flood your WhatsApp
Order tracking (rastreamento de pedido) is the #1 support topic for Brazilian e-commerce. ConvoAI can handle these automatically in Portuguese — pulling live Shopify order data into the chat response.
Black Friday Brazil demands broadcast-ready infrastructure
Brazilian Black Friday runs for a full week and generates 5× normal order volume. You need a broadcast platform and a support inbox that can handle the simultaneous spike in messages — without adding agents.
LGPD requires responsible customer data handling
Brazil's Lei Geral de Proteção de Dados (LGPD) applies to all personal data processing. ConvoHub is a communication layer — your data handling policies govern usage, but ConvoHub gives you the infrastructure to operate compliantly.
One platform for Brazilian e-commerce support and marketing
ConvoHub is an omnichannel support platform built for teams that serve Brazilian customers across channels — with a WhatsApp marketing module and native Portuguese AI built in.
All channels, one inbox
WhatsApp, Instagram DM, Facebook Messenger, TikTok, and email — every message from every Brazilian channel lands in one shared inbox your entire team works from.
ConvoAI responds in Portuguese
Train ConvoAI on your product catalogue, FAQ, and return policy in Portuguese. It auto-responds to rastreamento queries, trocas e devoluções requests, and product questions — 24/7, without human agents.
Shopify-native order data in chat
ConvoHub's Shopify integration pulls live order status, tracking numbers from Correios and Loggi, and purchase history directly into every WhatsApp conversation view for your agents.
WhatsApp broadcast for Black Friday
Upload your opted-in customer CSV, pick a Meta-approved Portuguese template, and schedule your Black Friday campaigns with delivery and read rate analytics per recipient.
Unlimited agents, per-conversation pricing
Add your entire São Paulo warehouse team and remote agents across Brazil without the bill increasing per person. ConvoHub charges per conversation — not per seat.
Automation rules for repeat flows
Auto-tag incoming conversations, route trocas e devoluções to the returns queue, and trigger follow-up messages after delivery — using ConvoHub's no-code automation rules.
Built for Brazilian e-commerce workflows
Automated rastreamento updates via WhatsApp
Trigger WhatsApp messages at every order stage — confirmado, despachado, saiu para entrega, entregue. Reduce inbound "onde está meu pedido?" messages and free your agents for complex issues.
Handle trocas e devoluções without agents
ConvoAI collects the order number, return reason, and preferred resolution in Portuguese — then routes the completed request to your team for approval. No more back-and-forth chains on WhatsApp.
Black Friday, Dia das Mães, Natal broadcasts
Upload your opted-in customer list, choose a Meta-approved template in Portuguese, and broadcast your seasonal promotions. WhatsApp open rates in Brazil hit 90%+ versus 20% for email.
Mercado Livre + Shopee complaints in one inbox
Customers escalate marketplace complaints to WhatsApp and Instagram DM. ConvoHub centralises all these channels so your team never misses a message regardless of where the customer started the conversation.
Frequently asked questions
Does ConvoHub support Brazilian Portuguese for automated responses?
Yes. ConvoAI can be trained entirely on Portuguese-language content — your product descriptions, FAQ pages, return policy, and help articles. It responds to customer queries in Portuguese automatically, handling the most common e-commerce questions like rastreamento de pedido, política de troca, and availability without human agents.
How does ConvoHub integrate with Shopify for Brazilian e-commerce stores?
ConvoHub has a native Shopify integration that syncs real-time order status, tracking data (including Correios and Loggi tracking numbers), and product catalogue directly into the WhatsApp conversation view. When a Brazilian customer sends "cadê meu pedido?", your agent — or ConvoAI — can see the full order status without switching tools.
Can I use ConvoHub for Black Friday Brazil WhatsApp broadcast campaigns?
Yes. ConvoHub's broadcast module lets you upload a CSV of opted-in customers, select a Meta-approved Portuguese template, and schedule campaigns for any date and time — including Black Friday week. You get per-recipient delivery and read analytics after sending. All campaigns must use opted-in contacts and Meta-approved templates.
Is ConvoHub compliant with Brazil's LGPD data protection law?
ConvoHub is a communication platform — it does not store clinical records, financial data, or sensitive personal data beyond what is necessary for conversation management. LGPD compliance is the responsibility of the business using ConvoHub. We recommend reviewing your data handling practices with a legal professional. ConvoHub provides the infrastructure; your privacy policy and data processing agreements govern usage.
How many agents can use ConvoHub for a Brazilian e-commerce operation?
Unlimited agents on all ConvoHub plans. Whether you have a two-person WhatsApp support team in São Paulo or a 50-agent operation across multiple cities, ConvoHub charges per conversation — not per seat. Your team can scale for Black Friday without a surprise bill at the end of the month.
Start managing WhatsApp support for your Brazilian e-commerce store
14-day free trial. No credit card. Connect your WhatsApp number, add your team, and start responding in Portuguese within the hour.
Trusted by e-commerce brands across São Paulo, Rio de Janeiro, Belo Horizonte, Curitiba, and all of Brazil