How to confirm orders with AI phone calls
Add an AI phone call step to an automation so an AI voice calls customers, confirms orders, and branches on the answer.
Let an AI voice call your customers for you. The most common use is confirming cash-on-delivery orders: the AI calls the customer, reads out the order, and asks if they want it. You then do different things depending on the answer, for example confirm the order or send it for review.
Before you start
- AI calls are a step inside an automation. Read How to build automations first.
- The automation must start from a store trigger that has the customer's phone number, such as New Order. Facebook and Instagram message triggers can't place calls because they don't include a phone number.
- Make sure your orders have correct customer phone numbers.
Steps
- Open Automation → Automations and create an automation with the New Order trigger (or open an existing one).
- Click Add step and choose AI phone call (outbound).
Click Add step (1) under the trigger and choose AI phone call (outbound) (2). - Choose the call Language, for example Bangla or English.
- In Describe the call, write in your own words what the call is for, for example: “You are calling from our shop. {{customerName}} ordered {{productsSpoken}}, delivery to {{shippingAddress}}. Take the order confirmation.” Then click Write script with AI. The AI writes the spoken lines for you.
- Check What the AI says. Leave it empty to use the standard order-confirmation script in the call's language.
- Check Question (yes / no), for example “Shall I confirm the order for you?”. Write it in the call's language. A yes means Confirmed, a no means Not confirmed.
- Optional: open More options to change If they say yes, If they say no, and Info for answering questions (for example delivery times and return policy, so the AI can answer customer questions).
Write Describe the call (1), click Write script with AI (2), check the Question (3) and open More options (4). - Click Test call to try it. Choose Talk in browser (free, uses your mic and speakers) or Call my phone (a real call that uses call credit). The test shows which path the call would take.
- Below the call step, add an If / Else step. Set the rule to AI call result is Confirmed.
- In the Yes branch, add what should happen for confirmed orders. In the No branch, add what should happen otherwise, for example Send SMS to Yourself so your team can follow up.
- Click Save, then turn the automation on.
See your calls
On Automation → Automations, click Call history. You'll see the outcome, summary and transcript of every call, with When, Status, Outcome and Duration.
Call results you can branch on
- Confirmed: the customer answered and agreed to the order.
- Declined: the customer answered but didn't confirm or wanted to cancel.
- No answer: nobody picked up, or it went to voicemail.
- Busy: the customer was on another call.
- Failed: the call couldn't be placed, for example an invalid number.
Tips
- Use merge fields like
{{customerName}},{{productsSpoken}}and{{amountWords}}so each call sounds personal. - Keep the question short and simple, so customers can answer with a clear yes or no.
- Test with Talk in browser first. It's free.
- The automation waits for the call to finish before moving on. If no result comes back within about 10 minutes, it continues down the No path.
Troubleshooting
“AI calling isn't configured on the server yet — calls will take the No branch until it is.”
Calling isn't switched on for your account yet. Contact EcomUp support through Help & Support.
The call always goes down the No path
Open Call history and check the Outcome. If it shows Failed, the order's phone number may be missing or wrong. If there's no phone number, the call step is skipped.
“Each call line can be at most … characters”
One of your lines is too long for a phone call. Shorten it.
I can't find AI phone call in the step list
Your automation uses a trigger without a phone number (such as Facebook DM). Use a store trigger like New Order.