Places callsGraph agentdeliverylogisticsreschedule

Delivery reschedule / failed delivery

Calls after a failed delivery attempt to fix the address and agree a new delivery day.

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, आपकी डिलीवरी के बारे में।

English

Hello ‹customer name›, this is an AI assistant from ‹your company›, calling about your delivery.

Hinglish

Namaste ‹customer name› ji, main ‹your company› ki AI assistant hoon, aapki delivery ke baare mein call kiya hai.

A fixed recovery sequence: explain, find the cause, fix the address, book, confirm.

1
Greet and explain
Disclose the AI assistant; say the delivery of order ‹order id› could not be completed and ask if they still want it.
2
What went wrong
Ask what happened (not at home, address unclear, not contacted).
3
Fix the address
Read the pin code and locality, take a landmark or correction and an alternate number.
4
New delivery day
Offer the next available days and a time band (morning, afternoon, evening).
5
Confirm
Save the reschedule and repeat the day and band.
6
Cancel
Ask the reason once, cancel and confirm.
7
Callback
Take a convenient time.
8
Hand over
Transfer to support.

Filled in after the call, next to the transcript, summary and cost. Delivered by webhook and readable through the API.

Field	Question it answers
outcome	What was the outcome of the call?rescheduled · cancelled · callback · transferred · no_answer
failure_cause	Why did the delivery fail, per the buyer?not_home · address_unclear · not_contacted · refused · other
new_delivery_day	Which day was agreed?
time_band	Which time band?morning · afternoon · evening · any
address_note	What address correction or landmark was given?

No API yet? Keep the new day and address note in extraction; the customer passes them to the courier.

POST reschedule_delivery
Book a new delivery attempt.
POST cancel_order
Cancel the order at the buyer's request.
TRANSFER transfer_to_human
Transfer the call to the handover number. Leave it out when no number was given.

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

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 delivery.”
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.
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.