E-commerce
Agent
नमस्ते, मैं Acme Store की AI assistant Neha बोल रही हूँ। क्या मेरी बात Rahul जी से हो रही है?
Confirm every COD order before it ships
Address corrected , ₹1.34 a call
Use case · E-commerce
Win back the carts that stopped at a question.
Most carts stop at one question. Will it fit? Is COD available here? The agent calls a few hours later, answers from your store's facts in the shopper's language, and offers to send the checkout link.
AI agents from ₹1 a minute.¹
Sample call · shruti 0:32
Voice shruti, rendered 16 October 2026. Caller lines are typed.
How it works
One row for every person you call.
Upload a spreadsheet, or send each customer from your own system. Phone number first. The rest is what the agent needs to know.
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Your list
The spreadsheet: phone, customer_name, cart_items, cart_value, fit_note, cod_available, exchange_policy, cart_id phone customer_name cart_items and 5 more columns +91 98XXX XXXXX Pooja two cotton kurtis 8 columns · one row per customer
-
The call
110 s a typical call
Hindi · English · Hinglish · Gujarati · Tamil · Telugu
Outbound calls
-
Your system
- drop_off_reason
- size_doubt
- reason_in_their_words
- size का doubt था, मैं usually L पहनती हूँ
+4 more fields
Every column, and what goes in it
| Column | Needed | What goes in it |
|---|---|---|
phone | Required | The number to call, with the country code (+91…). A ten-digit Indian mobile gets +91 added. In Excel, format this column as Text first so the number is not changed. |
customer_name | Optional | e.g. Pooja |
cart_items | Optional | e.g. two cotton kurtis |
cart_value | Optional | e.g. 1798 · Just the number. Keep it out of the prompt if you'd rather the agent didn't open with money. |
fit_note | Optional | e.g. regular fit, true to size · One line per product type is plenty. The agent says only what you write here. |
cod_available | Optional | e.g. yes · Whether COD works at their pin code. |
exchange_policy | Optional | e.g. exchange within 7 days of delivery |
cart_id | Optional | e.g. cart_8f2c41 · The agent never sees it. It comes back with the result, so you can rebuild the checkout link. |
What comes back
What you get after every call.
When the call ends, your system gets the transcript and the answer. Your campaign report gets a row for every customer.
{
"analysis": {
"data": {
"drop_off_reason": "size_doubt",
"reason_in_their_words": "size का doubt था, मैं usually L पहनती हूँ",
"wants_link": true
},
"template": {
"name": "cart_checkout_link_hi",
"missing": []
}
},
"metadata": {
"cart_id": "cart_8f2c41"
}
}- analysis.data.drop_off_reason
- Why they stopped, from a list you write: size_doubt, price, delivery_time, payment_issue, just_browsing or other.
- analysis.data.reason_in_their_words
- The same reason as they said it. Hindi stays Hindi.
- analysis.data.wants_link
- True when they asked for the checkout link.
- analysis.template.name
- Which of your approved messages to send. Your system adds the link and sends it.
- analysis.template.missing
- Anything the message needed that the call didn't give. Empty means it's ready to go.
- metadata.cart_id
- Your cart id, back exactly as you sent it.
Setup
Give it the facts, so it doesn’t guess.
A cart call goes wrong when the agent fills a gap with a guess. So write down what it may say: fit notes, delivery times, where COD works, the exchange policy. For anything else it says “मैं team से confirm करवा दूँगी” and moves on.
- Open the sandbox and write the prompt around those facts.
- Let the agent check your store just before it dials. Nobody wants a call about a cart they already paid for.
- Add your approved WhatsApp or SMS messages, so each call ends with the right one picked.
- Try it in your browser. Play a suspicious shopper, one who asks about a product you never described, and one who says “बाद में देखूँगी”.
- Send carts from your store as they’re abandoned. Each call comes back with the reason, the message to send and your cart id.
The webhook guide shows that last step in code.
Cost
What one call costs.
One connected call, on the plan you choose. T1 is chosen; T3 and T5 are one press away.
On T1, one connected call
₹1.84
A 110-second call at ₹1 a minute.
On T3, one connected call
₹5.50
A 110-second call at ₹3 a minute.
On T5, one connected call
₹9.17
A 110-second call at ₹5 a minute.
₹1 a minute on our volume plan. A call that clears up a doubt or two runs a little under two minutes. A shopper who says no thanks hangs up in seconds, and a missed call is free. Work it out per order you win back, in the calculator.
The working
- 110 s → 11 blocks of 10 s = 110 s billed
- T1: 110 s × ₹1 ÷ 60 = 1.833, rounded up to ₹1.84
- T3: 110 s × ₹3 ÷ 60 = ₹5.50
- T5: 110 s × ₹5 ÷ 60 = 9.167, rounded up to ₹9.17
T5 and T3 include our phone line and call insights. On T1 you add them if you want them, and this call then comes to about ₹2.75.
T1's ₹1,00,000 a month covers about 54,347 of these calls. T3's ₹50,000 a month covers about 9,090 of these calls. The minimum goes into your wallet as credit.
You pay when someone picks up. Missed, busy and failed calls are free. A voicemail counts as a call.
In detail
What to know before you start.
A cart is usually one unanswered question
Someone puts two kurtis in the cart at 11 at night and stops. Maybe the size worried them. Maybe they wanted COD and couldn’t see it. A reminder email shows them the cart again. It can’t tell them the kurti is regular fit.
A call can. The agent rings a few hours later, asks what held them back, and answers from the facts you give it. If they’re ready, it offers to send the checkout link on WhatsApp.
Pick the carts worth a call
A call asks more of a shopper than an email does, so save it for the carts that matter. A first order. A high cart value. Someone who left a phone number at checkout. The person who abandons a cart every Sunday can stay on email.
Timing helps too. Send each cart over as it’s left, and the agent calls inside your calling hours. A cart left at 1 a.m. waits for the morning.
What your team still handles
A payment that failed after money left the shopper’s account. A complaint about an earlier order. Wholesale enquiries. The agent takes the details and promises a call from your team, since it can’t transfer the call yet.
Read the reasons every week for the first month. When the same doubt keeps coming up, the fix is often on the product page.
Get consent right first
A cart call sits closer to marketing than a delivery call does. TRAI’s latest rules allow a call for seven days after a written or digital enquiry you can show a record of, and whether a saved cart counts is for you and your telecom provider to settle. A consent line at checkout, saved with a timestamp, makes the answer easy.
Sources
- Call analysis: extracted fields and follow-up message templates
- Campaigns API: always-on campaigns and contact metadata
- Tools: pre-call lookups and skip_call
- Phone numbers: the shared line and your own numbers
- Do-not-call list
- TRAI, TCCCPR (Third Amendment) Regulations, 18 September 2026
- TRAI press release on the Third Amendment, 18 September 2026
Questions
Questions people ask before they start.
Can the agent send the link while they're still on the call?
No. When the call ends, it picks the right message from your approved templates and fills in what it learned, like the shopper's name. Your system adds the link and sends it on WhatsApp or SMS.
What if they've already bought it?
Let the agent check your store just before it dials. If the cart has turned into an order, the call never happens and you pay nothing.
Won't some shoppers find this pushy?
Some will. So the agent says who it is in its first line, keeps the call short and offers not to call again. Anyone who says no goes on your do-not-call list, and no campaign dials them after that.
Can shoppers ring us back on the number they saw?
Only if you called from your own number. Our shared line is used by other businesses too, so a callback there won't reach you. Rent a number from us or bring your own Plivo number, and put an agent on it for incoming calls.
Does ₹1 a minute make sense for a ₹1,800 cart?
A call like the one above comes to about ₹1.84 on our volume plan. That plan is for brands spending ₹1,00,000 a month on calls, and the money sits in your wallet as credit. If you only call your best carts, start at ₹5 a minute with no commitment.
Still deciding? Ask us.
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