How Glovo gives 50k+ restaurant partners an account manager on WhatsApp

Industry: Delivery & marketplaces
Countries: Morocco, then Kenya, Uganda and Côte d’Ivoire

of partner requests handled without a human: 82%
partners covered: 50k+
teams in a year: 1 to 10

Café Atlas

Restaurant partner · Casablanca

Salam, imta ghadi ywsselni l’paiement dyal had simana ?14:02

Salam ! Votre paiement de la semaine part jeudi et arrive vendredi matin sur votre compte.14:02

Resolved by agent

A typical request at Glovo

A Friday night in Marrakech. A restaurant partner sends a voice note in Darija: orders dropped this week and he wants to know why. The agent reads his numbers, explains what changed and suggests two fixes.

Dar Tajine

Restaurant partner · Marrakech · 23:04

0:15

« Salam, l’commandes na9sou bzaf had simana, chno wa9e3 ? »

23:04

Vos commandes ont baissé de 18 % : votre temps de préparation est passé à 41 min vendredi.23:04

Deux idées : préparer vos best-sellers à l’avance le vendredi, et masquer un plat dès qu’il est en rupture.23:05

Glovo before and after Palete

Before

A form
A wait
No view of their own numbers
A call only for top accounts

After

Instant answers, day and night
Their own performance numbers on WhatsApp
Proactive coaching
A human when it matters

How it works at Glovo

Partner writes on WhatsApp
Text, voice note or photo, in Darija, French, Arabic or English.
Agent reads that partner’s data
Orders, payouts and performance for that restaurant.
Answers and coaches, or hands over
Or brings in the right account manager with the context ready.

What we built for Glovo

Oct 2025
Partner support
Answers questions on orders, payouts and performance with each partner’s own numbers.
WhatsApp
Jan 2026
Sales qualification
Qualifies restaurants that want to join and hands ready ones to sales.
WhatsApp
Feb 2026
Mass communications
Messages every partner and answers each reply.
WhatsApp
Mar 2026
Road safety
Collects incident reports on WhatsApp with location and photos.
WhatsApp
May 2026
Key accounts
Proactive performance reviews for top partners.
WhatsApp
Jul 2026
Specialities
Account management for specialty categories.
WhatsApp
Sep 2026
Retail
Account management for non-food shops.
WhatsApp
Sep 2026
HQ rollout
Kenya, Uganda and Côte d’Ivoire.
WhatsApp

Glovo’s results

Most partner questions get an answer on the spot, day and night, without waiting for an account manager.
Every partner gets the attention that used to be kept for the top accounts.
From partner support in Morocco to ten teams, one use case at a time.

Systems used