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Or: what I learned about D2C conversations from watching an AI agent do the job my sales team was asleep for. Setup: A skincare brand we work with does about 40% of their WhatsApp inquiries between 9 PM and 1 AM. Their support team logs off at 8 PM. For years, this was the deal. Late-night messages sat unread until morning. By the time anyone replied, half the customers had moved on, bought elsewhere, or forgotten why they messaged in the first place. They knew they were losi

For the last five years, "conversational commerce" mostly meant one thing: a chatbot on your website that no one used, and a WhatsApp broadcast tool that annoyed your customers into unsubscribing. That era is ending. Fast. Here's where I think the next 12 months take us: 1. Bots die. Agents take over. The chatbot layer that D2C brands bolted on in 2022 was decision-tree software wearing an AI costume. Customers figured it out in one message. The next wave is different — agent