Scenario · outbound calls
Confirm the cash-on-delivery order before the parcel ships
The AI voice agent calls every customer who ordered with payment on delivery, checks the address, products and amount, then writes the result into your ERP. The parcel only ships once the person has said "yes".
Updated 2 October 2026
Bună ziua! Sunt Ioana, asistentul virtual al magazinului Casa Pernuței. Vorbesc cu doamna Cristina Dobre?
Da, eu sunt.
Vă sun pentru comanda de azi, ca să o confirmăm înainte să plece coletul. Vă rețin doar puțin. Apelul este înregistrat.
A, da, spuneți.
Aveți două perne ortopedice și o husă de saltea, 160 pe 200. Totalul de plată la livrare este 412 lei, cu transportul inclus. E corect?
Da, așa e.
Adresa pe care o am este strada Florilor 21, Ploiești. Mai trebuie adăugat ceva, bloc, scară, apartament?
Da, bloc C2, scara B, apartamentul 9. Am uitat să le scriu.
Am notat: strada Florilor 21, bloc C2, scara B, apartamentul 9, Ploiești.
Exact.
Curierul vă sună înainte. Numărul de pe comandă, 07xx xxx 362, e cel bun?
Da, pe ăsta.
Perfect. Coletul pleacă azi și ajunge, de obicei, în una, două zile lucrătoare. Pregătiți, vă rog, 412 lei pentru curier.
Se poate plăti cu cardul la curier?
Da, curierul are terminal de card, puteți plăti cum preferați.
Super. Mulțumesc că ați sunat.
Eu vă mulțumesc! V-am trimis și un SMS cu detaliile. O zi frumoasă!
Call ended. Everything is in the record.
Comandă #20517AdresăLivrare
- Comandă #20517
- CONFIRMATĂ ✓ · notă în ERP ✓ · SMS ✓
- Adresă
- Corectată: bl. C2, sc. B, ap. 9
- Livrare
- Pleacă azi · 1-2 zile lucrătoare
Simulated call with a fictional business and data.
Why confirm
Why does the agent call when the customer has already ordered?
With cash on delivery, nobody has paid anything at the moment of the order. The parcel ships on trust, and if the address is incomplete or the person has changed their mind, the courier comes back for nothing. A two-minute phone call made before dispatch spares you many of those trips.
The problem is that nobody wants to phone every order between 10 and 6. That is where the agent comes in: it calls within the schedule you set, says clearly why it is calling and does not forget anyone.
From a new order to a parcel that ships, or not
The call happens before shipping, while you can still fix the address or stop the parcel. The decision lands in your ERP, not on a sticky note.
- 01Order
- New order cash on delivery
- 02Call
- The agent calls before shipping
- 03Confirms
- Checks addressproductsamount
- 04Outcome
- Confirmed
- Corrected address completed
- Cancelled customer cancels
- No answer calls again later
- 05ERP
- Outcome in ERP
- 06Parcel
- Ships
- Stops
- Waits for the retry
The call flow
What happens in the few minutes of the call
-
It introduces itself and checks the person
It says who it is, which shop it is calling for and asks whether it is speaking to the person who placed the order. It announces that the call is recorded.
-
It confirms the products and the amount
It briefly reads out what the person ordered and the total to pay on delivery, delivery included. It asks whether that is correct.
-
It checks the address
It repeats the address from the order and asks whether anything is missing: block, staircase, flat, entry phone. Corrections are noted on the spot.
-
It checks the contact number
It confirms the number the courier can call, so that delivery does not fail at the door.
-
It says when the parcel ships
It gives the delivery time you have configured and asks the person to have the amount ready. It answers simple questions, for example whether they can pay by card, only if the answer is in your information.
-
It writes the result and sends the message
The order gets the status "confirmed" in the ERP, with any address corrections. If you have switched it on, the customer receives an SMS or a WhatsApp message with the details.
Clear limits
What the agent confirms, and what it does not do
- That it is speaking to the right person
- The products and quantities ordered
- The total amount to pay on delivery
- The full address, with any missing details
- The number the courier calls
- That the person really wants the parcel
- It does not change products or prices on the phone
- It does not promise discounts or delivery times you have not configured
- It does not push when the customer says "I no longer want it"
- It does not call outside the calling windows
- It does not call people who have asked not to be called again
It is not always a straight line
What happens when the answer is not "yes"
"I no longer want the order"
The agent does not try to talk the person round. It notes the refusal and the reason, if they give one, and the order gets the cancelled status in the ERP. Your colleagues decide what comes next.
"I am not home right now"
The agent asks when it suits them better and notes the time slot. If you have a delivery time, it mentions it. A person sees the note in the ERP.
Nobody answers
Only a call that nobody answers is not charged. The agent tries again at the times you set. If there is still no answer, the order stays marked as unconfirmed, for a person to handle.
It goes to voicemail
Voicemail is charged as a normal minute, so it is worth choosing the retry times well. The order stays in the cadence until the stop rule applies.
Corrects the address
Corrections given by the customer reach the order as a note, and the full address is repeated aloud so the person can confirm them.
"Do not call me again"
The request is respected. The number goes onto the restriction list and the agent no longer calls it.
No answer? It calls again at the set time, not at random
You choose the time windows, the gap between attempts and when it stops. The agent sticks to them, and once the person answers, the cadence ends.
- 10:00 Call 1 · no answer next attempt in 4 hours
- 14:00 Outside the window the call waits until 15:00
- 15:00 Call 2 · no answer unanswered calls are not charged
- 19:00 Call 3 · answered outcome written, cadence stops
- day 2 Duplicate blocked same person, same case: not called again
Example rules: windows 09-13 and 15-20, retry after 4 hours. You choose them.
Cadence
Retries at set times, not at random
Most orders are confirmed on the first call. For the rest, you set the rules: in which time windows to call, at what times to retry and when the agent stops.
The platform avoids duplicate calls. If the same number appears in two orders, or an order is already being handled, the agent does not call twice about the same thing.
The rules are visible in the portal, under campaigns and contact lists. You can follow, order by order, what happened.
After the call
What the agent writes into your system
The order status
Confirmed, cancelled or unconfirmed, straight into the ERP through the API. The dispatch team sees what can ship.
Address corrections
The details the customer adds (block, staircase, flat) stay in the order, not in a notebook.
Recording and summary
In the portal you find the recorded call, the transcript and a summary, so you can check any conversation.
Quick answers
Frequently asked questions
What data does the agent receive about the order?
Only what you send it through the API or the contact list: name, number, address, products and amount. It has no access to the rest of your ERP.
Does the customer know they are talking to an AI agent?
Yes. The agent introduces itself as a virtual assistant and announces that the call is recorded. More about recording in the guide on recorded calls and GDPR (in Romanian), and in Security.
How much does a confirmation call cost?
Conversation minutes are charged at the rate shown in your estimate in the sign-up form (excl. VAT); the pricing page explains how it is worked out. Minutes are rounded up per call, and the only calls not charged are those nobody answers.
Can a message be sent after the call?
Yes, SMS, WhatsApp or email, if you switch them on. Each message sent is billed and shows in your estimate.
Does it work for customers in other countries?
Yes, in any of the 84 available languages (see Languages). Calls to EU numbers have their own rate, shown in your estimate. An additional language has a setup cost.
What if my ERP has no API?
We can start from contact lists uploaded to the portal, and you see the results in the portal's reports. Write to us and we will look at which integrations fit.
Continue with
Where to go next
Call scenarios
See how an AgentVocal AI call scenario is built: goal, dialogue, rules, outcome and after-call message. Inbound and outbound calls, in Romanian and more.
How it works
From sign-up to your first test call and daily operation. See what the agent does on a call, how it retries and what you can check in the portal.
Pricing
You pay per talk minute, plus a one-off setup per channel, with volume discounts. See your estimated cost in the sign-up form before you send anything.
The line is free
Hear it, then decide.
Sign up, see the estimated cost in the form and test the agent on your own phone before it calls anyone.