Integration

Pilot + VTEX: LATAM enterprise ecommerce with automated support, after-sales, and omnichannel

Connect your VTEX store with Pilot's AI layer. Sync catalog and orders, let the AI agent serve customers over WhatsApp with real stock, recover carts, and trigger after-sales without your team leaving VTEX.

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What VTEX does with Pilot

Pilot is an AI-driven, end-to-end business system, turnkey out of the box: CRM, sales, ecommerce, communication, billing, and operations come native. If you also operate on VTEX, Pilot connects your enterprise platform and orchestrates it with AI, without asking you to migrate or replace your stack.

VTEX is the leading enterprise ecommerce platform in LATAM; it dominates Brazil, Mexico, and Argentina with clients like Walmart, C&A, Sony, Whirlpool, OXXO, and thousands of mid-size companies. Its strength is robustness, the headless model, and native coverage of B2C, B2B, and marketplace. Its limit: conversational support and proactive after-sales are left to the team or to external apps that rarely integrate with the CRM.

Pilot connects with VTEX via its REST API (Master Data, Orders, Catalog, Pricing, Inventory) using an App Key + App Token generated from the VTEX Admin. The integration syncs products, SKUs, prices, stock by sales channel, orders, and customers every 5-10 minutes (real-time via webhook for orders and critical changes). Ideal for LATAM enterprise retailers that want the AI layer without migrating platforms.

Once connected, the AI agent serves customers over WhatsApp, webchat, and Instagram with real VTEX stock by sales channel (multi-tenant, multi-country, multi-currency). It recovers abandoned carts, triggers after-sales when the order is confirmed, notifies the customer when the shipment changes status, and consolidates the entire history in a unified CRM. The cross-tool operation (CRM, calendar, payment link, multi-channel) is maintained even if you have dozens of VTEX stores in parallel.

What you can do

Two-way sync of products, SKUs, prices, stock by sales channel, and categories every 5-10 minutes.
Sync of orders, customers, and addresses (Master Data); each order creates the customer in the CRM if they didn't exist.
Multi-tenant, multi-country, multi-currency support; useful for holdings with a regional presence.
AI agent serves customers over WhatsApp, webchat, Instagram DM, and Messenger with real VTEX stock by sales channel.
Abandoned-cart recovery (orderForm in a pending state): the AI agent writes to the customer and proposes completing the purchase.
Automatic customer notifications when an order changes VTEX status (payment-pending, ready-for-handling, invoiced, delivered).
Charge with an integrated payment link (Zelr module) when the customer wants to buy over WhatsApp without going through the VTEX checkout.
Consolidated reporting: sales by sales channel, conversion by support channel, most-asked-about products that didn't sell.
Compatible with VTEX IO (Storefront), VTEX Commerce Core, and VTEX Marketplace.

Pilot modules that connect

Ecommerce

Catalog, orders, and support automated with AI.

CRM

Customers

One contact database, no duplicates, enriched by AI.

Sales

Sales board with live revenue and real-time alerts.

Payment links (Zelr)

Payment links for WhatsApp and SINPE, built into the CRM.

Team chat

Internal chat with AI summaries of long threads.

Broadcast

One message, every channel coordinated.

Multi-tenant

Several legal entities in a single account.

What about VTEX Conversational Commerce or VTEX Chat?

VTEX has apps in its ecosystem for chat (Linx, Take Blip, Zenvia) and for automation. They solve pieces with good native integration to the checkout. Pilot brings the real cross-channel AI agent with live VTEX stock and a unified CRM, not just a chat widget on the storefront, but the same AI serving customers on WhatsApp, Instagram, Messenger, webchat, and emails, with orchestrated charging and after-sales. Compared with Magento or Shopify Plus: VTEX dominates LATAM enterprise where Magento lost ground and Shopify Plus still has lower penetration. Pilot works on all three; the platform choice comes down to your technology team and your target market.

Use cases where this integration shines

Teams that connect this tool with Pilot usually start with these scenarios.

Industries where this integration is most popular

Sectors with the highest combined adoption of this tool and Pilot.

How to connect it

In the VTEX Admin, go to Account Settings > Application Keys > Manage my keys. Generate an App Key + App Token pair with roles covering the resources to sync (Catalog Editor, Inventory, Pricing, Orders Reader/Writer, Master Data).
Copy the App Key, App Token, and your VTEX account name (e.g. mystore, without the .vtexcommercestable.com.br).
In Pilot, go to Settings > Integrations > VTEX and paste the three values. Choose the environment (stable or sandbox).
Pilot runs a connection test and shows you how many products, SKUs, orders, and customers it detected.
Choose which sales channels to sync (useful if you manage multi-country in a single VTEX account) and the sync direction.
Save, and Pilot starts syncing. The first full sync of a large catalog takes between 20 minutes and 2 hours depending on volume.

Frequently asked questions

Does it work with VTEX IO and VTEX Commerce Core?

Yes, both. The integration uses the standard REST API available in all versions (VTEX Commerce Core, VTEX IO, VTEX Marketplace). It doesn't depend on the Storefront, so it works identically whether you have FastStore, FastStore Next.js, custom IO, or the classic Storefront.

Does it handle multi-tenant and sales channels?

Yes. Each VTEX sales channel is recognized as a separate context (by country, by channel, by brand). Pilot consolidates in the CRM with source tags so your reports can filter by sales channel without losing cross-channel visibility.

Does it support VTEX Marketplace (in/out)?

Yes. If VTEX is your Marketplace Master (you manage sellers), Pilot syncs marketplace orders with the corresponding seller. If you're a seller within a VTEX Marketplace (Mercado Libre, OXXO Marketplace, etc.), Pilot reads the orders like any other order.

And custom VTEX modules (custom Master Data Entities)?

Supported. Any Master Data Entity accessible via the REST API can be synced. For custom entities you define the mapping in the config; it takes 30 to 60 minutes per entity.

Is it safe to paste the App Key and App Token?

Yes. They travel over encrypted channels (TLS) and are stored encrypted at rest. We recommend generating the key with minimal roles (only the resources Pilot needs). You can revoke it from the VTEX Admin at any time.

And if I cancel Pilot? Do I lose VTEX data?

No. VTEX stays your platform with all its data. Pilot only added the AI layer and cross-channel sync. If you cancel, VTEX is left intact.

Connect VTEX to Pilot in 30 minutes

Book a demo with one of our VTEX specialists. We'll show you the full setup with a test store and how the AI agent serves customers on WhatsApp with real stock, recovers an abandoned cart, and closes the sale with a payment link, all coordinated with the unified CRM.