How Flipkart uses CodeWords to keep supply chain groups informed and unblocked on WhatsApp

Challenge

Jay Bourasi's team coordinates supply chain updates across hundreds of WhatsApp groups — warehouse leads, delivery partners, and operations managers all waiting on the same information. The previous tool, Karix, could only message contacts one by one.

• Karix messages were sent one-by-one — no group support
• No way to post proactive updates into existing WhatsApp groups
• Team members had to manually field the same questions repeatedly
• Status information arrived late, creating downstream delays
• No bot that could live inside a group and respond in context

Solution

CodeWords built a bot that lives inside Flipkart's WhatsApp groups, posting updates proactively and answering questions in context, without anyone needing to forward messages or chase down information manually.

• Agent deployed directly into existing supply chain WhatsApp groups
• Proactive status updates posted on schedule to all relevant groups
• In-group Q&A so team members get answers without leaving the conversation
• Zero manual forwarding: the bot handles distribution end-to-end

Results

• Group-native: Bot lives inside WhatsApp groups, not alongside them
• 0 manual forwards needed for status updates
• Always-on: Updates posted and questions answered 24/7
• Replaced Karix one-to-one messaging entirely

Flipkart's story

Flipkart is India's largest e-commerce marketplace, backed by Walmart and serving hundreds of millions of customers across the country. Behind the consumer experience is a vast and fast-moving supply chain — one that runs on WhatsApp. Warehouse leads, delivery partners, and operations managers coordinate daily through WhatsApp groups, and keeping those groups informed is business-critical.

Jay Bourasi works on supply chain automation. His job is to make sure the right information reaches the right groups at the right time and to reduce the amount of manual work it takes to get there. The challenge wasn't finding information. It was moving it.

The problem with one-to-one

The team was using Karix for WhatsApp messaging, but Karix had a fundamental limitation: it could only send messages to contacts one at a time. There was no concept of a bot that lived inside a group, posted updates proactively, or answered questions in context.

Every status update required someone to manually broadcast it across groups. Team members in those groups would ask the same questions, about delivery windows, exceptions, escalations, and someone on Jay's team had to answer each one individually. The information was there. The infrastructure to move it wasn't.

"Karix could only message people one by one. We needed a bot that lives in the group, posts the updates, and answers when anyone asks. CodeWords just did it."
— Jay Bourasi, Supply Chain Automation, Flipkart

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What changed: a bot that lives in the group

CodeWords built an agent that Jay could deploy directly into Flipkart's existing WhatsApp supply chain groups. The agent posts status updates on a schedule — no one needs to trigger it. When group members ask questions, the agent answers in thread, in context, without routing the message somewhere else first.

The shift wasn't just efficiency. It changed how the groups functioned. Instead of a group being a place where people waited for someone to post something, the bot made it a live information channel — one that stayed current without anyone managing it manually.

"The bot posts before anyone has to ask. That changes everything about how the group operates."

What changed: no more manual forwarding

Before CodeWords, distributing a status update meant sending the same message to multiple groups, one at a time. With the agent in place, updates go to every relevant group simultaneously — automatically, on the right cadence, without anyone on Jay's team having to be the one who sends it.

The operational overhead of information distribution dropped to near zero. Jay's team could focus on the exceptions — the situations that actually needed human judgment — rather than the routine work of keeping groups up to date.

What changed: questions answered in context

The group Q&A capability was the piece Jay hadn't expected to matter as much as it did. When someone in a supply chain group asks a question, they're asking because they're blocked. The faster the answer, the faster the work moves.

With CodeWords, questions get answered immediately: by the bot, in the group, without anyone on the automation team needing to be in the loop. The groups became self-service in a way they never were before.

"People stopped waiting. The group answers them now. That's what we actually needed."
— Jay Bourasi, Supply Chain Automation, Flipkart

Replacing a ceiling

Karix wasn't a bad tool for what it was built to do. But it was built for one-to-one messaging in a world where Flipkart's operations run on groups. There was a ceiling and no way to get above it without a different kind of tool entirely.

CodeWords completely changed the model. The supply chain groups are now live information channels, not passive waiting rooms. The team that used to spend time forwarding messages is spending that time on work that actually requires them.

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