Card activation & welcome call
Welcomes a new card holder, explains how to activate safely and answers first questions.
How it opens
The first line, in each language the template ships with. The agent answers in whatever language the caller uses.
नमस्ते, मैं ‹your company› की एआई सहायक बोल रही हूँ। क्या मेरी बात ‹customer name› जी से हो रही है?Hello, this is an AI assistant from ‹your company›. Am I speaking with ‹customer name›?Namaste, main ‹your company› ki AI assistant hoon. Kya ‹customer name› ji se baat ho rahi hai?The steps
A banking script with a fixed safety message that must be said on every call.
- 1
Greet and confirm who is speaking
Disclose the AI assistant, congratulate on the new card after the person confirms they are ‹customer name›.
- 2
Did the card arrive?
Ask whether the card has been received.
- 3
Explain activation
Ask if it is activated; if not, read the activation steps slowly, one at a time.
- 4
Safety message
Say that the bank never asks for a PIN, CVV or OTP by phone, message or link.
- 5
Card not received
Apologise, log the report, say the team will call back with the delivery status.
- 6
Callback
Take a convenient time.
- 7
Hand over
Transfer to the card team.
- 8
Wrong person
Apologise and share nothing about the card.
- 9
Close
Thank them and wish them well.
What each call returns
Filled in after the call, next to the transcript, summary and cost. Delivered by webhook and readable through the API.
| Field | Question it answers |
|---|---|
| card_received | Has the customer received the card?yes · no · not_said |
| activation_status | Is the card activated?already_active · will_activate · needs_help · not_said |
| open_question | Which question, if any, was left unanswered? |
| do_not_call | Did the person ask not to be called again?yes · no |
Your systems
No API yet? Record a missing card through extraction only and say the team will call back.
POST report_not_received
Log that the card has not arrived.
TRANSFER transfer_to_human
Transfer the call to the handover number. Leave it out when no number was given.
Knowledge base: the public card FAQ (fees, limits, rewards) so first questions get sourced answers.
Rules it keeps
Enforced by the platform's compliance toolkit, not left to the script.
- AI disclosure
- “This call is from an AI assistant of the bank.”
- Calling window
- 10:00 to 19:00 in the recipient's timezone. Calls outside it move to the next start.
- Transcripts
- Strict masking: card, Aadhaar, PAN and account numbers, and any long run of digits, are hidden in full before text is stored or sent on.
- Do not call
- If the person asks not to be called again, confirm it once, record do_not_call = yes and end the call politely. Tell the customer to add such numbers to the account's do-not-call list.
What you fill in
The form in Set up for me. Most fields have sensible defaults; what you leave empty, the plan marks clearly.
Your business
Company name, How to activate
Agent persona
Agent name, Languages, Voice, Tone
Calling rules
Call from, Call until, Timezone, Human handover number
Your systems
Your API base URL
Script and rules
What to collect, Lines that must be said, Never say or do
Lines to test it with
Type them into the test chat or a workflow test before any real call is placed.
- “Haan, card kal hi mila hai.”
- “Activate kaise karna hai?”
- “Card abhi tak nahi aaya.”
- “Iska annual fee kitna hai?”
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