BESWAS

Project by BESWAS

Wattle & Whisker.

Australia's neighbourhood pet shop, online.

2026 · Pet retail · Australia

StorefrontAutoshipLoyaltyVet bookingAI chat

The work

Wattle & Whisker is an online pet shop with three vet clinics, designed and built end to end by BESWAS for the Australian market. Customers shop by pet, put food on autoship at 10% off, and check out with Afterpay, Zip or two-hour click & collect. Products, stock and orders live in Shopify, payments and autoship subscriptions run on Stripe, vet appointments book into Cal.com calendars, and PostHog follows the journey from first visit to repeat order.

Paw Points ties the shop and the clinics together. Orders and vet visits earn points, tiers unlock free shipping and a free consult, and rewards turn into vouchers that apply at checkout. Booking a vet takes six steps: service, clinic, vet, day, time and the pet, with $49 video consults for anyone not near a clinic.

The AI chat answers as a vet nurse or as a shop assistant. It runs on Claude through BESWAS's own agent layer, knows the catalogue, clinics and store policies, sends anything that sounds like an emergency straight to an emergency vet and never diagnoses.

01 · The tour

One customer, start to finish

  1. 01 · Shop

    Shop by pet, not by aisle

    Filters for pet, brand, price and features update the address as you go, so a search for kangaroo treats is a link you can send. Every product shows its autoship price and the points it earns.

    wattleandwhisker.com.au/shop
    The Wattle & Whisker catalogue with filters on the left and a grid of products

  2. 02 · Product

    Autoship that fits the bag

    Pick a size, switch on autoship for 10% off and double Paw Points, and choose how often it arrives. A postcode check estimates delivery before anything goes in the cart.

    wattleandwhisker.com.au/shop/kangaroo-dry-dog-food
    A dog food product page with size options, an autoship toggle and a delivery estimate

  3. 03 · Checkout

    Checkout on one page

    Contact, delivery, payment and review sit on a single page with inline errors. Standard, express or two-hour click & collect, paid by card, Afterpay or Zip, with GST-inclusive totals that match the confirmation.

    wattleandwhisker.com.au/checkout
    The checkout page with delivery options, payment choices and an order summary

  4. 04 · Paw Points

    Loyalty you can see

    A member card shows points, tier and the distance to the next one. Points come from orders, vet visits, pet profiles and reviews, and are spent as vouchers at checkout.

    wattleandwhisker.com.au/rewards
    The Paw Points page with a yellow member card, ways to earn and the tier table

  5. 05 · Vet booking

    A vet in six steps

    Service, clinic, vet, day and time, then the pet. A summary fills in beside the form as you go, and the confirmation comes with a calendar file and a link to manage the booking.

    wattleandwhisker.com.au/vet/book
    The vet booking form with service, clinic and vet steps and a summary panel

02 · The AI chat

A vet nurse in the corner of every page

Switch between a vet nurse and a shop assistant. The nurse asks the right follow-up questions and knows when to say "call an emergency vet now", and anything urgent is handed to the duty nurse in Beswas Chat. The assistant recommends real products from the catalogue and links straight to them.

wattleandwhisker.com.au

How the chat finds its answers

The chat is a retrieval-augmented generation (RAG) pipeline: before it writes a word, it looks up the shop's own knowledge and answers from that, so it quotes real products, prices and opening hours instead of guessing.

  1. 01·Sources

    Products, sizes, prices and stock from Shopify, delivery and returns policies, clinic hours and services, Paw Points rules, and a vet-reviewed pet care library.

  2. 02·Index

    Everything is split into short passages and turned into embeddings in a vector index. A Shopify webhook re-indexes a product the moment it changes, so sold-out stock never gets recommended.

  3. 03·Retrieve

    Each question pulls the closest passages by meaning and by keyword, then reranks them. The vet nurse searches the care library and clinics; the shop assistant searches products and policies.

  4. 04·Guard

    A red-flag check runs before anything else. Chocolate, snail bait, lilies, bloat or laboured breathing skip straight to "call an emergency vet now". The nurse never diagnoses or prescribes.

  5. 05·Answer

    The model writes a short reply grounded only in the passages it retrieved, with links to the exact product or booking page it used. If nothing relevant comes back, it says so and offers a person.

  6. 06·Hand off and learn

    Urgent and unanswered chats go to the duty nurse in Beswas Chat. PostHog counts which answers lead to a booking or an order, and gaps found there become new library articles.

03 · Mobile and app

Built for phones, installs like an app

Wattle & Whisker is a progressive web app, or PWA: a website that fits any screen and can be added to the home screen. Customers get an app without visiting an app store, and the shop keeps one codebase instead of a website plus two apps.

The shop on a phone offering to add itself to the home screen, with an Install button
Android and desktop
The shop on an iPhone showing the Share then Add to Home Screen steps
iPhone
The installed app opened full screen from its home screen icon
Installed
A friendly offline page that still links to pages opened before
Weak signal
Fits every screen
Designed for the phone first, then scaled up to tablet and desktop. One shop, one cart, no separate mobile site.
No app store needed
Android and desktop install it in one tap; iPhone in two, from Safari's Share menu. Nothing to download, nothing to approve.
Opens like an app
Its own icon on the home screen, full screen with no browser bars, and it updates itself the next time it opens.
Holds up on a weak signal
Pages a customer has already opened still load offline. Anything new shows a clear offline page instead of an error.

04 · Integrations

One shop, six services behind it

Customers only see the storefront. Behind it each job goes to a service built for it, and the services pass events to each other through webhooks, so the team works from its inbox and its chat instead of six dashboards.

  • Catalogue and orders

    Shopify

    Products, sizes, prices and stock are managed in Shopify admin. The storefront reads them through the Storefront API, and every paid order is written back as a Shopify order for packing and refunds.

  • Payments and autoship

    Stripe

    Checkout takes cards, Apple Pay, Google Pay, Afterpay and Zip. Autoship runs as Stripe subscriptions every four, six or eight weeks, and Paw Points vouchers apply as one-off discounts.

  • Vet appointments

    Cal.com

    Each vet has a calendar per service and clinic. The booking form shows their real free times in the clinic's time zone, and paid video consults collect the fee through Cal.com.

  • Team messaging

    BESWAS product

    Beswas Chat

    Each clinic has a channel, and new orders, bookings and cancellations arrive in it by webhook. When the AI nurse hears an emergency, the conversation goes to the duty nurse's channel straight away.

    See Beswas Chat ↗

  • Shop email

    BESWAS product

    Beswas Mail

    Mailboxes on the shop's own domain: hello@ is a shared inbox the whole team answers, and orders@ and vets@ send confirmations, autoship reminders and appointment reminders customers recognise.

    See Beswas Mail ↗

  • Product analytics

    PostHog

    Follows the journey from first visit to repeat order: product views, cart, checkout, bookings and chat use, without ever recording what people type into the chat.

When someone places an order

  1. 1·Stripe

    Takes payment by card, wallet, Afterpay or Zip.

  2. 2·Shopify

    Records the order and takes the stock off.

  3. 3·Beswas Mail

    Sends the confirmation from orders@.

  4. 4·Beswas Chat

    Posts it to the packing channel.

When someone books a vet

  1. 1·Cal.com

    Holds the slot in the vet's calendar.

  2. 2·Beswas Mail

    Sends the confirmation and a reminder the day before.

  3. 3·Beswas Chat

    Lets the clinic know who is coming in.

  4. 4·PostHog

    Counts it against the visit that led to it.

When the AI nurse hears an emergency

  1. 1·AI chat

    Spots the red flag, such as chocolate, snail bait or laboured breathing.

  2. 2·AI chat

    Tells the owner to call an emergency vet now.

  3. 3·Beswas Chat

    Hands the conversation to the duty nurse.

  4. 4·Beswas Mail

    The nurse follows up from vets@.

Built with

Next.js 16React 19Tailwind CSS 4ShopifyStripeCal.comPostHogBeswas ChatBeswas Mail

← All selected work