An AI voice agent for online stores: answer every call

These problems usually start with a call nobody took:

• 68% of carts abandoned with no follow-up.
• Order tracking calls overload your support. "Where is my order?" is your most common support query. WhatsApp order updates answer it before customers ask.
• COD orders come back as returns. The order ships, the customer changes their mind, and you pay both legs of the shipping plus the packaging.

Order-status calls pile up after dispatch delays and sale events, when the support team is smallest relative to volume.

Customers chasing deliveries, COD customers with questions, people returning items, shoppers asking about sizes, and anyone whose payment went wrong. Support calls spike after sales and dispatch delays, when the team is smallest relative to demand.

Vajra, Reputoo's voice agent, runs the same workflows over the phone that the WhatsApp agent runs in chat:

1. Cart abandon → WhatsApp recovery in 1 hour — Abandoned cart triggers WhatsApp with personalised reminder and limited-time offer.
2. Order confirmation + shipping update on WhatsApp — Order confirmed, dispatched, and delivered — each milestone triggers WhatsApp automatically.
3. Re-order prompt after delivery — Two hours after delivery, a personalised WhatsApp with the product photo and a re-order link.
4. Re-purchase sequence based on product lifecycle — Product-specific re-purchase reminder at the right interval (e.g., skincare at 45 days).

After each call the caller can get a WhatsApp message with the details, and staff see the call in the call log.

• 36 languages, switching to the caller's — useful where customers mix languages in one sentence.
• After hours it takes the booking or the message instead of letting the call ring out.
• Live transfer to a staff member when the caller asks for one or the call needs a person.
• Outbound calls for reminders and follow-ups, within the calling hours you set. Order confirmations and shipping updates in real time, cart reminders within hours, and promotions around sales events.

What stays with your staff: Damaged or wrong deliveries, refunds and payment failures need a support person with access to the order.

Within the hours you set, the agent can call COD customers who did not tap the WhatsApp confirmation, confirm the order and address, and mark it for dispatch or cancel it. It is often the difference between a delivered order and a refused one.

A monthly voice add-on of ₹1,999 (or $29) on top of your Reputoo plan, plus call minutes billed from a prepaid wallet at ₹4–12 a minute depending on the number and route.

Compare that with the cost of the calls going unanswered, or with the hours staff spend on routine calls, and decide from your own call volume.

• Refund disputes and exceptions.
• Damaged or wrong items — the agent collects details and photos on WhatsApp.
• Payment deductions without orders.
• Complaints.

A store taking 60 calls a day at about two minutes each uses around 120 minutes a day, roughly 3,600 a month. At ₹4–12 a minute from the prepaid wallet that is ₹14,400–₹43,200 a month in minutes, plus the ₹1,999 monthly add-on.

1. Connect orders and courier tracking; load policies.
2. Set COD confirmation calling hours.
3. Test status, return, sizing and payment-problem calls.

Callers wanting to return or exchange give the order and reason; the agent checks the policy, schedules the pickup if eligible, and sends a WhatsApp link where the customer can add photos. Refund status calls are answered from the order record.

Customers call on delivery day to change the time, give directions or ask whether it is coming. The agent gives the courier's latest status and passes address instructions to the courier where your integration allows.

Some shoppers call before buying: size, material, delivery time to their pin code, COD availability. The agent answers from product details and courier rules and sends the product link to WhatsApp.

During sales, call volumes jump. Forward overflow to the agent so every caller gets an answer on order status and delivery times, and your team handles the exceptions.

Callers whose money was deducted without an order are anxious. The agent takes the time, amount and reference, checks for an order, and books a callback from support with everything attached. It never asks for card details, PINs or OTPs.

Stores selling across regions get calls in many languages. The agent follows the caller's language and switches when they do.

Answer with the store's name and say the caller is speaking to the store's assistant. End by summarising what happens next and saying the details are on WhatsApp.

Track calls answered without staff, COD orders confirmed by phone, and RTO rates before and after. Read call summaries weekly.

When a courier reports a failed delivery, the agent can call the customer within your calling hours to confirm a new time or correct the address, and pass it to the courier — rescuing orders that would otherwise return to origin.

Callers with a faulty product give the order and the problem; the agent checks the warranty, sends a WhatsApp link for photos or video, and routes the claim per your policy.

Callers returning for size are offered an exchange first, stock is checked, and pickup and replacement are scheduled together, confirmed on WhatsApp.

Shop owners calling about bulk orders are asked about products, quantities and location, and booked for a callback with the sales team.

The agent shares order details only with the customer on record, recognised by number or order details. A caller asking about someone else's order is offered a message to that customer.

Match the voice to the brand and keep calls efficient — shoppers calling about orders want answers fast. Adjust the greeting and pacing from the first weeks' call summaries.

Callers buying gifts want wrapping, a message and delivery to someone else. The agent notes these on the order, confirms the delivery date, and sends the confirmation to the buyer's WhatsApp.

Subscribers call to skip a delivery, change the date or product, or pause. The agent makes the change within your rules and confirms on WhatsApp; cancellations go to staff if you want to offer an alternative first.

Callers asking for an out-of-stock item are offered a WhatsApp alert when it returns and suggestions for similar items in stock.

A caller with a damaged, wrong or late order gets an apology, a WhatsApp link to send photos, and a callback from support. The agent never promises refunds or replacements outside your policy.

Some callers insist on speaking to someone. The agent transfers when support is free or books a callback with the order attached, so the customer does not have to repeat themselves.

Before dispatch, callers can change the address, size or quantity, or cancel. The agent checks the order status, makes the change if the platform allows, and confirms on WhatsApp. After dispatch, it explains the options.

Callers ask why a code did not work. The agent explains from the offer rules — minimum order, excluded items, expiry — and never creates codes or extends offers.

Customers abroad call about delivery times and customs. The agent answers in their language, with honest estimates including customs time, and sends tracking to WhatsApp.

Many shoppers call after work and at weekends. The agent answers every call so support starts the week with a short list of exceptions instead of a backlog of missed calls.

Customers call to ask when their refund will arrive. The agent reads the return and refund status from the order, explains the usual processing time for their payment method per your policy, and books a callback from support if it is overdue.

Callers unsure of their size are guided by the size chart and fit notes for that product — "this runs slim; size up if you're between sizes" — and the agent sends the right variant's link to WhatsApp.

"Do you have this in size 9?" — the agent checks live stock and offers a WhatsApp alert when it returns, with similar items that are in stock.