Brand
WhatsApp Business Solution Provider
Engati, a Meta Business Partner, used Meta Business Agent Platform to build a Meta Business Agent on WhatsApp customized to consult on personal shopping for PC Chandra Jewellers that guided customers through product discovery and connected serious buyers with store teams.
89%
higher customer engagement compared to PC Chandra Jewellers’ previous website-led journeys, attributed to Meta Business Agent on WhatsApp*
3.1X
increase in qualified customer intent compared to conventional retail engagement benchmarks, attributed to Meta Business Agent on WhatsApp*
94%
of customer interactions were through guided conversational flows rather than free-form browsing, attributed to Meta Business Agent on WhatsApp*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
A leading jeweler meets guided shopping
Engati is a customer engagement platform that helps brands build conversational experiences on WhatsApp. PC Chandra Jewellers is a jewelry retailer in India offering gold, diamond, platinum and silver jewellery across a strong retail footprint. As its digital presence grew, so did the challenge of identifying serious buyers among online browsers. Together, Engati and PC Chandra Jewellers set out to improve product browsing by introducing guided shopping conversations.
Their Goal
Identifying serious buyers at scale
PC Chandra Jewellers wanted to create a more personalized shopping experience for customers exploring collections online. It needed a better way to understand preferences, identify serious buyers and seamlessly connect them with stores for assisted purchase decisions. Traditional website journeys produced limited engagement.
“The results exceeded our expectations. Business messaging significantly accelerated the journey from discovery to commercial intent, giving our sales teams a stronger pipeline of high-intent customers.”
Pratyush Kumar Pattnaik
Sr. Ecommerce Manager, PC Chandra Jewellers
Their Solution
Guided discovery to store connection
Engati stepped in to help PC Chandra Jewellers implement a Meta Business Agent on WhatsApp to consult on personal shopping. The agent guided customers through product discovery, qualified purchase intent and booked appointments to connect buyers directly with store teams. Before this, PC Chandra Jewellers relied on traditional website-led journeys where customers browsed collections passively. Distinguishing casual visitors from serious buyers required manual effort from the sales team, and the brand had no scalable way to understand individual preferences or move customers from online exploration to in-store purchase.
After deploying the Business Agent on WhatsApp through Engati’s platform, the shopping experience became a guided conversation. When customers engaged, the agent asked questions about their preferences, budget and occasion, then surfaced relevant collections accordingly. This conversational approach replaced generic catalog browsing with personalized product discovery suited to a high-consideration category like jewellery.
The qualification process happened as part of the conversation. As customers interacted with the agent, their responses and engagement level signaled purchase intent. Qualified customers were then moved into appointment booking, ensuring store teams received informed, purchase-ready visitors with clear preferences already established.
For PC Chandra Jewellers, the approach delivered personalized interactions without requiring additional staff or store capacity. The agent handled routine product questions automatically, creating more qualified buyers for the sales team and replacing what had previously been a lower-engagement web experience.
Performance was measured through internal campaign analytics and conversational funnel analysis, comparing journeys with Meta Business Agent against traditional website-led customer journeys and PC Chandra Jewellers’ own retail benchmarks.
Their Success
Higher engagement, stronger qualified intent
Over a one-month test period, Meta Business Agent produced stronger engagement, higher lead qualification and a clear shift toward agent-led interactions:
- 89% higher customer engagement compared to PC Chandra Jewellers’ previous website-led journeys, attributed to Meta Business Agent on WhatsApp*
- 3.1X increase in qualified customer intent compared to conventional retail engagement benchmarks, attributed to Meta Business Agent on WhatsApp*
- 94% of customer interactions were through guided conversational flows rather than free-form browsing, attributed to Meta Business Agent on WhatsApp*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
“For jewellery, trust and personalization are critical. We focused on understanding customer intent early, personalizing every interaction and integrating business messaging with assisted selling to create an online-to-store buying journey.”
Pratyush Kumar Pattnaik
Sr. Ecommerce Manager, PC Chandra Jewellers
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