Each call rule uses a COD confirmation script in Hindi (hi-IN) or English (en-IN). The customer's name, your store name, the order number and the cash-on-delivery amount are filled in for every call, and in Hindi the amount is spoken in words. The customer presses 1 to confirm or 2 to cancel. Every line is editable.
How the call goes#
- Greeting with the customer's name, store name, order number and amount.
- The question: press 1 to confirm, press 2 to cancel. We wait up to 8 seconds for a key.
- Press 1: the order is confirmed on your store, then the customer hears the "confirmed" line.
- Press 2: the order is cancelled on your store, then the customer hears the "cancelled" line.
- If your store did not accept the update yet, the customer hears a reassuring line instead; the update is retried in the background.
- No key pressed: the customer hears the "no answer" line and the call ends.
The lines you can edit#
| Line | Default (English) |
|---|---|
| Greeting | Hello {{var.customer_name}}, this is {{var.store_name}} calling about your order {{var.order_name}} of ₹{{var.cod_amount}}, cash on delivery. |
| The question | To confirm your order, press 1. To cancel it, press 2. |
| Confirmed | Thank you! Your order is confirmed. |
| Confirmed, but the store did not accept it yet | Thank you. We'll update your order shortly. |
| Cancelled | Your order has been cancelled. Thank you. |
| Cancelled, but the store did not accept it yet | Thank you. We'll cancel your order shortly. |
| No answer | We didn't receive a response. We'll call you again later. Goodbye. |
The Hindi defaults:
| Line | Default (Hindi) |
|---|---|
| Greeting | नमस्ते {{var.customer_name}} जी, {{var.store_name}} से आपका ऑर्डर {{var.order_name}}, कुल राशि {{var.cod_amount_hindi}}, कैश ऑन डिलीवरी पर है। |
| The question | ऑर्डर कन्फ़र्म करने के लिए एक दबाइए। कैंसल करने के लिए दो दबाइए। |
| Confirmed | धन्यवाद! आपका ऑर्डर कन्फ़र्म हो गया है। |
| Confirmed, store pending | धन्यवाद! हम जल्द ही आपका ऑर्डर अपडेट कर देंगे। |
| Cancelled | आपका ऑर्डर कैंसल कर दिया गया है। धन्यवाद। |
| Cancelled, store pending | धन्यवाद! हम जल्द ही आपका ऑर्डर कैंसल कर देंगे। |
| No answer | हमें आपका जवाब नहीं मिला। हम आपको दोबारा कॉल करेंगे। धन्यवाद। |
Edit the lines on the call rule's Call script card. A blank line falls back to its default. Saving updates what customers hear on the next call. The question must still tell the customer to press 1 to confirm and 2 to cancel, because those are the keys we listen for.
The Script page in the sidebar lists your call rules and takes you to the script of each one.
Variables#
These are filled in from the order on every call:
| Variable | What it is | Example |
|---|---|---|
{{var.customer_name}} |
Customer name from the order | Priya Sharma |
{{var.store_name}} |
Store name set on the store | Acme Store |
{{var.order_name}} |
Order name, else number, else id | #10452 |
{{var.order_number}} |
Order number | 10452 |
{{var.order_id}} |
Your order id | 10452 |
{{var.cod_amount}} |
Cash to collect, in rupees (digits) | 1110 |
{{var.cod_amount_hindi}} |
Cash to collect, spelled out in Hindi words | तीन हज़ार दो सौ पैंतालीस रुपये (for ₹3,245) |
{{var.total}} |
Order total, in rupees (digits) | 1310 |
{{var.total_hindi}} |
Order total, spelled out in Hindi words | तीन हज़ार दो सौ पैंतालीस रुपये |
{{var.cod_amount_paise}} |
Cash to collect, in paise | 111000 |
{{var.currency}} |
Currency | INR |
{{var.item_count}} |
Number of items | 2 |
{{var.first_item}} |
Title of the first item | Cotton Kurta |
{{var.items_summary}} |
Short list of items with quantities | Cotton Kurta ×2 |
{{var.attempt}} |
Which attempt this call is | 1 |
Amounts in Hindi#
In a Hindi script, use {{var.cod_amount_hindi}}, not {{var.cod_amount}}. Digits inside a Hindi sentence can be misread by the voice, so the Hindi script speaks the amount in words. The English script reads the digits.
Writing tips#
- Keep the greeting short. Customers decide in the first few seconds whether to listen.
- Say the store name early so the customer knows who is calling.
- Read the amount the courier will collect (
cod_amount), not the order total, when only part of the order is cash on delivery. - Test the script on your own phone with a test order before going live.
FAQ#
Can the call be in another language?#
The ready-made scripts are Hindi and English. You can rewrite the English lines in Hinglish if that suits your customers.
Can I change the keys?#
No. The script listens for 1 (confirm) and 2 (cancel).
Is this an AI conversation?#
No. It is a short keypad call: the script is spoken with text-to-speech and the customer presses a key.