On your own number
Calls come in on your own SIP line and number, with presets for Twilio, Telnyx, Vonage and other providers.
Order status and tracking
"Where is my order?" never has to reach your team.
Many calls to an online store start with the same question. The voice agent recognises the caller by phone number, finds the order and reads its status and tracking clearly. If there's a problem such as a delay or damage, it opens a request for your team or transfers the call to the right person.
How it works
One shipping question, four steps.
The caller is recognised
The agent matches the caller by phone number and asks for the order number if there's no match. Numbers are stored encrypted and shown masked in the console.
The right order is picked
If the number has several orders, it confirms which one the customer means.
Status and tracking are read out
Order status, carrier and tracking number are read out. Long numbers are grouped so they are easy to follow and repeat.
Problems become work items
If the agent can't resolve it, a request lands in your team's inbox or the call is transferred by topic and working hours.
- CustomerHi, the order I placed last week still hasn't arrived.
- order found by caller number · shipped
- AgentIt shipped on Tuesday. The tracking number ends in four one two, eight eight, and it shows out for delivery today.
- CustomerI won't be home this evening, though.
- request opened · delivery note
- AgentI've passed a note to our team; they'll arrange the delivery with the carrier and get back to you.
Details
It doesn't just read the status, it moves things along.
Live order data
On WooCommerce, order status is read directly from your store. On other platforms, orders are sent through the Data API with status, carrier, tracking number and customer phone.
Address changes before shipping
If the order hasn't shipped yet, the agent collects the new address step by step, reads it back for confirmation and opens a change request.
A person when needed
Transfer targets depend on the topic and working hours. If nobody answers, the call isn't dropped; a callback is booked.
Tell them before they ask
For a delayed order you can call first, with an order follow-up call that explains the delay.
How many calls are about shipping?
Every call is tagged by topic when it ends, so you see the share of shipping questions and how many the agent resolved.
Requirements
What you need to start
- Order data: the WooCommerce connector, the Shopify connector (being validated with a first store) or the Data API
- Customer phone, carrier and tracking number on your orders
- Your own SIP line and number
- Your team's numbers and working hours for transfers
Frequently asked questions
How does the agent find the order?
It first looks for orders matching the caller's phone number. If there's no match, or there are several orders, it asks for the order number.
Does it connect to the carrier's system?
The agent reads the status, carrier and tracking number stored on the order in your store, so tracking is as current as your store's order record.
Which platforms does it work with?
There is a ready WooCommerce connector, and the Shopify Admin API connector is being validated with a first store. For other platforms and custom builds, orders are sent through the Data API.
Can it text the tracking link?
Yes, on plans with SMS notifications (Kurumsal by default). They are off until you switch them on. Twilio, Telnyx, Vonage, Infobip and other providers are supported.
Do I have to change my number?
No. Your existing SIP line is connected and customers keep calling the same number.
Related pages
Hear a shipping call with your own orders.
In thirty minutes we walk through the console, place a live call and work out which of your calls the agent can take.
or write to [email protected]