COD order confirmation calls, by an AI agent that knows the order
Before a cash-on-delivery parcel leaves, an AI agent calls the customer, says what they ordered and where it is going, and asks them to confirm. You get every answer back beside your own order list.
How it works
- Export the orders you want confirmed as a spreadsheet: Excel or CSV, one row per order, with the customer’s phone number in a column. An export from Shopify, WooCommerce or your own system works.
- Upload it in the console and choose the phone column. The preview shows every number that cannot be dialled, as you typed it, before anything is called.
- The agent calls up to five customers at a time, only inside each customer’s local calling hours. Each call is briefed from its own row: the customer’s name, the items, the amount and the address, whatever columns your file has.
- Every row gets a status, an outcome and a one-line summary of what the customer said. Download the results as Excel, CSV or Word, with your own columns kept beside them.
What a call sounds like
An example, for a row with a name, an order, an amount and an address:
Agent: Hi, is this Sara? I’m calling from Brightside Home about your order of a floor lamp, cash on delivery, AED 240. Is now a good moment?
Customer: Yes, go ahead.
Agent: Should it go to Villa 12, Street 4, Al Barsha 2?
Customer: Yes, but it’s Street 5, not 4.
Agent: Thanks, I’ve noted Street 5. Your order is confirmed.
You write the agent’s instructions: what to confirm, what to do if the customer wants to cancel, and how to introduce your store.
What it costs
Calls are billed per started 30 seconds, at 10 credits each. A one-minute confirmation is 20 credits: about $0.14 on the $20 pack, or $0.11 on the $200 pack. A hundred one-minute calls come to about 2,000 credits, roughly $14 on the $20 pack. Your phone carrier bills the line itself. See pricing.
The rules it follows
- Your do-not-call list is checked when you upload and again before every call, and it outlives any one campaign.
- It calls only inside each customer’s local calling hours, worked out from the number.
- A customer who already spoke to it is never called twice for the same row.
- It says who is calling and why, straight away, and stops if the customer asks not to be called.
- Call only customers who gave you their number for the order.
Good to know before you start
- Calls are in English today. Other languages are in testing, and we will say so here once a full call in one has been checked.
- Calls go out from a phone number on your own Twilio account. How to connect one.
- Results come back in the console and the download. They are not written back to Shopify or WooCommerce automatically.
Questions
Can it confirm orders on WhatsApp instead of calling?
Not as an outbound message: the WhatsApp agent replies to customers who message you, and never starts a conversation. It can answer order questions there. See the WhatsApp agent.
What if a customer does not pick up?
Set the campaign to retry busy or unanswered numbers, up to five times, from 30 minutes to 4 hours apart. Someone who answered is never called again for the same row, and every attempt is counted on the row.
How do I try it?
Every new workspace starts with 100 free credits, about five minutes of calls, with no card needed.