Orientation
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Two ways to read Nile Docs: a plain-language operator track and a full engineering track.
Useful forEveryoneOperatorsEngineersOperator
Operator guidanceConfirm the selected brand and environment before changing data, sending messages, or enabling a provider.
What Nile is
Nile helps brands sell through WhatsApp with help from Sabrina, an AI shopping assistant.
Customers can:
- ask about products
- get recommendations
- add items to a cart
- start checkout
- get help from a human when needed
The Brand Portal is the control room for brands and Nile staff. Use it to manage products, conversations, orders, settings, and performance.
The simple picture
Customer on WhatsApp
-> Sabrina helps with shopping
-> order is created after payment
-> brand or fulfilment partner completes the order
Brand team in Brand Portal
-> manage products, conversations, settings, and orders
Pick the right starting point
| If you need to… | Open this | Remember |
|---|---|---|
| Get a brand ready | Onboard a brand | Finish setup before live traffic |
| Fix product issues | Catalogue and product operations | Fix the source product data first |
| Help a customer | Conversation operations | Claim the conversation before replying |
| Change Sabrina’s behavior | Configure Sabrina | Use approved settings and knowledge |
| Check payment or fulfilment | Orders, checkout, and payments | Trust payment and order status, not chat text alone |
| Run a multi-brand channel | Marketplace operations | Marketplace owns the customer chat and checkout |
| Find a production problem | Troubleshooting by symptom | Identify where it failed before changing data |
Who does what
- Brand teams manage products, team access, brand settings, and day-to-day support.
- Nile operators help with platform setup, escalations, and rollout decisions.
- Super admins can switch brands and manage platform-wide work.
- Sabrina handles automated shopping replies, but stops when a human owns the conversation.
- Marketplace channels own the customer conversation and checkout. Member brands own fulfilment.
Safe operating rules
Use real data, not guesses. Prices, stock, variants, payment status, and order status must come from the system.
Check the selected brand first. Always confirm you are in the right brand before changing anything.
Human ownership beats AI. When someone claims a conversation, Sabrina should not keep replying.
Stop when unsure. If a payment, order, or message delivery looks uncertain, escalate instead of guessing.
What to read next
- Portal, roles, and access
- Onboard a brand
- Conversation operations
- Configure Sabrina