Places callsGraph agentorderscodconfirmationkeypad menu

Cash-on-delivery order confirmation

Confirms COD orders and the delivery address before dispatch, to cut fake orders and returns.

Build it with Set up for me Ask us about it

How it opens

The first line, in each language the template ships with. The agent answers in whatever language the caller uses.

Hindi

नमस्ते ‹customer name› जी, मैं ‹your company› की एआई सहायक बोल रही हूँ, आपके ऑर्डर की पुष्टि के लिए।

English

Hello ‹customer name›, this is an AI assistant from ‹your company›, calling to confirm your order.

Hinglish

Namaste ‹customer name› ji, main ‹your company› ki AI assistant hoon, aapke order ko confirm karne ke liye call kiya hai.

The steps

A short transactional script with a keypad menu; every call must end as confirmed, cancelled or callback.

1
Greet and read the order
Disclose the AI assistant and the store; say the item, the amount in rupees and that it is cash on delivery. Ask to confirm (or press 1) or cancel (press 2).
2
Check the address
Read the pin code and locality and ask for a landmark or any correction.
3
Confirm
Save the confirmation, say the expected delivery window if known, read the cash line.
4
Cancel
Ask once for the reason without persuading, cancel the order, confirm it.
5
Did not place the order
Apologise, cancel the order and flag it.
6
Callback
Take a convenient time.
7
Hand over
Transfer to support when asked.

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
order_status	What did the buyer decide?confirmed · cancelled · not_my_order · callback · no_answer
address_change	What address correction or landmark was given?
cancel_reason	Why was the order cancelled, if said?
delivery_day	Which delivery day did they prefer?
do_not_call	Did the person ask not to be called again?yes · no

Your systems

No API yet? Take ‹item name›, ‹order amount› and ‹pincode› from the contact list; the decision is kept in extraction and sent by webhook if the customer sets one.

GET get_order
The order's items, amount and address.
POST update_order
Confirm or cancel the order and save address notes.
TRANSFER transfer_to_human
Transfer the call to the handover number. Leave it out when no number was given.

Knowledge base: Optional: the public returns and delivery policy page.

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 store, about your order.”
Calling window: 9:00 to 20:00 in the recipient's timezone. Calls outside it move to the next start.
Transcripts: Masking: card, Aadhaar, PAN and account numbers are hidden before text is stored or sent on, keeping only the last four digits.
Keypad: Keypad menu only: 1 confirms, 2 cancels. No sensitive digits are collected.
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.