Use cases
The six jobs stores spend the most phone time on.
Each scenario is connected to your store data and to real actions. Below: what the agent does step by step in each, and where the result lands in the console.
Cart recovery
Calls a customer who left a cart, knowing what's in it. Answers questions and, when your rules allow, offers a single-use coupon. İYS consent and calling hours are checked before dialing.
How it works
- Your site's server sends the cart through the Data API
- Consent, calling hours, do-not-call list and repeat guard are checked
- The agent says in its first sentence that it's calling about the cart
- An email-locked, single-use coupon for customers your rules allow
- Outcome code and recovered revenue on the Carts page
- AgentHi, this is Erusoft calling about the headphones left in your cart yesterday. Do you have a couple of minutes?
- CustomerSure. Honestly, the shipping cost put me off.
- coupon rule matched · single use
- AgentI've created a coupon just for this order, tied to your email address; it covers the shipping.
Orders and shipping
The most common question. The agent finds the order from the caller's number or the order number they say, and reads the status and tracking. Tracking numbers are grouped and repeated so they are easy to follow.
How it works
- The caller is recognised by phone number
- If there are several orders, it asks which one
- Status, carrier and tracking details are read out
- If something is wrong, a request is opened or the call is transferred
- CustomerThe 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.
Returns and exchanges
The agent knows your return and exchange policy. It checks eligibility against the order and the time window, explains the process and opens a request your team sees immediately.
How it works
- The order and the item are identified
- Eligibility is checked against your policy
- The process and timing are explained
- The return or exchange request lands in your team's inbox
- CustomerThe cable I got is the wrong model. Can I exchange it?
- return policy · within 14 days · eligible
- AgentYes, you're within the exchange window. I've opened an exchange request and the team will send you the shipping details.
Address changes
First it checks whether the order has shipped. If not, it collects the new address step by step, asks again for any missing or inconsistent part, reads the whole address back for confirmation and creates a change request. In Turkish, addresses are validated against the province, district and neighbourhood index.
How it works
- The order's shipping status is checked
- The address is collected step by step
- Street, building and flat details are completed
- The full address is read back and confirmed
- A change request is created
- AgentYour order hasn't shipped yet, so we can still change the address. What's the new address?
- CustomerFlat 3, 14 Kestrel Road, Hackney.
- address · parts collected
- AgentThanks. And the postcode?
Callbacks
When a customer says "call me tomorrow afternoon", the agent understands and books a slot within your calling hours. If a transferred call isn't answered, a callback is booked instead of dropping it. When the time comes, the agent calls with the earlier call's context.
How it works
- Everyday time phrases are understood ("tomorrow afternoon", "Friday morning")
- The slot follows your calling hours
- The callback carries the earlier call's context
- Pending callbacks can be filtered in call history
- CustomerI can't talk right now. Could you call me tomorrow afternoon?
- appointment · tomorrow 14:00–17:00
- AgentOf course, I'll call you tomorrow afternoon. Have a good day.
After-hours answering
The phone gets answered even when your team is off. The agent does what it can right away: reads tracking, answers product questions, takes an address request. For topics that need a person, instead of transferring it opens a request or books a callback within working hours.
How it works
- Transfer rules follow your working hours
- Order, shipping and product questions are answered immediately
- Topics that need a person become requests
- Callbacks are booked inside working hours
- CustomerI need to talk to someone about my invoice.
- after hours · callback instead of transfer
- AgentOur accounts team starts at nine. Shall I book a call from them for tomorrow morning?
Hear it on a call with your own store's data.
In thirty minutes we walk through the console, place a live call and work out which of your calls the agent can take.
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