COD confirmation calls

COD confirmation calls let your AI phone each customer who chose cash on delivery, confirm the order before you ship it, and mark the result in your store. It cuts down on fake and unwanted orders without anyone on your team picking up the phone.

What you need

• A WooCommerce store connected to a site on the Store page. Shopify stores show Coming soon for this feature.
• A rented calling number and a funded calling wallet in Numbers & Wallet.
• Owner or admin access to set it up.

Set it up

1. On the site's Store page, under Confirm COD orders by phone, click Connect CBC number. This opens the Store tab of Numbers & Wallet.
2. Click Rent a number to rent a calling number, then click Top up to add funds to the wallet.
3. Under COD auto-confirm, find your store and switch it On.
4. Click Settings on the store to adjust how calls are made, then click Save settings.

COD auto-confirm settings

• Call window start (hour) and Call window end (hour): the hours, from 0 to 23, when calls may go out. Leave them empty for any time.
• Timezone: the time zone for the call window, for example America/New_York. UTC is used when it is empty.
• Calls from: which of your numbers places the calls, or Default number.
• Report email (optional): where the results report goes. The owner's email is used by default.
• Cancel the store order when the customer declines: when ticked, a declined order is also cancelled in your store.

What happens on the call

When a new cash-on-delivery order comes in, the AI calls the customer, goes over the order, and asks them to confirm or cancel it, then records the outcome. A declined order is cancelled in your store only when Cancel the store order when the customer declines is ticked. Some details of the call:

• When the call is recorded, the customer is told it may be recorded.
• On US and Canadian numbers, the AI says up front that it is an automated assistant. On any call, if asked, it answers honestly that it is automated.
• If nobody answers, the AI tries again later, up to a few attempts.
• Customers who ask not to be called again are added to your Do-Not-Call list automatically.
• Calls respect your Do-Not-Call list and only go out between 8am and 9pm in the customer's local time. Premium-rate and other unusual destinations are never dialed.

See the results

• Recent confirmation calls, under COD auto-confirm, lists each order with its outcome, such as confirmed, cancelled, or no answer, and the call length.
• The report email summarizes the results.
• Recorded calls appear on Call Recordings labelled AI confirmation.

What it costs

Each call is charged to your calling wallet at the AI confirmation calls rate shown on the pricing card in Numbers & Wallet, and only when the call connects. The number itself has its monthly line rental.