AI voice calls
A phone call that knows what was in the cart
Run · Recover checkout
Shopper in Austin, TX · 2:02 pm local
Checkout left open
abandoned2 items · $86.00 · no activity for 30 min
14:02
Call
engagedAnswered · 2 min 10 s · asked about sizing
14:35
Text with the checkout link
deliveredSent during the call, at the shopper's request
14:38
Order placed
recoveredMatched to the campaign by its discount code
15:12
The agent calls in the shopper's own hours, says who it is calling for, and talks about the order the shopper left: the items, the offer you set and the questions your store gets most. If the shopper wants to finish, it texts or emails the checkout link while they are still on the line.
What a call does
Three things a reminder email can't do
Answers the question that stopped the order
Sizing, shipping times, returns or the discount. The agent works from your instructions and FAQs, and hands off anything it should not answer.Sends the link while the shopper is listening
During the call the agent can send the checkout link or a discount code by text or email, so the shopper can finish before they hang up.Leaves a message you wrote
When nobody answers, the agent can leave your custom voicemail, and the run moves on to its next step at the time you set.
On every call
What the agent can do on the line
Five actions the agent can take during a call. Each one is written to the run.
Checkout link
Text or email the cart
Sends the shopper's own checkout link, shortened and tagged with your campaign's link parameters.Offer
Send a discount code
Offers the code tier you allowed, only when your campaign has an offer, and never a code you did not set up.Callback
Call back later
When the shopper asks for another time, the agent schedules a callback inside their allowed hours.Hand-off
Bring in your team
A request you marked for a person pauses outreach and notifies your team by email or Slack.Opt-out
Do not contact
When the shopper asks not to be called again, the agent says so, ends the call and adds them to your suppression list.
The agent
Your store's name, your words, the voice you pick
- Agent name
- Ava
- Voice
- Warm, mid-pitch
- Opening line
- Hi, it's Ava from Northline Goods. Is now a good time?
- Background sound
- Office
- Says it is an AI when asked
- always on
- Voicemail
- Custom message
Each campaign has an agent profile per language: a name, a voice you can preview, an opening line, a background sound and an optional voicemail message. You write its instructions in plain words: what to offer, what to ask, and what never to say.
By default the agent introduces itself by name and your brand, and you can have it add that it is an AI assistant. It answers truthfully whenever a shopper asks whether it is an AI, and that part cannot be switched off.
When it calls
Only inside the shopper's hours
Recommended schedule
onShopper’s local time · 24-hour clock
Weekends end an hour early in this example because a stricter state rule applies to the shopper.
The recommended schedule allows calls from 8 am to 9 pm where the shopper is. Stricter state and country rules, public holidays and per-state daily call limits apply on top. Each step is checked again just before it runs.
Works with the tools you already use
Connect your store, then start from the recommended campaign settings.
On every call
What each call records
| What you get | Growth Dept ACR |
|---|---|
| Transcript and summaryWritten to the run as soon as the call ends, so your team can read what was said. | |
| OutcomeDelivered, engaged, no response or failed, plus voicemail and callback counts on the run. | |
| Your conversation questionsAnswers to the yes-or-no, number, category and free-text questions you set for each campaign. | |
| Recording, when it is onRecording is a campaign setting, with the disclosure the shopper's state requires. |
On before the first call
Defaults that protect the shopper and the store
8–9
Calls and texts in the shopper's own hours
The recommended schedule is 8 am to 9 pm where the shopper is, with stricter state and country rules and public holidays applied on top.
STOP
An opt-out is read before anything else
STOP, HELP and START are handled before any other reply. An opt-out adds the shopper to the store's suppression list and ends the run.
Order
A purchase ends the outreach
When the order arrives from the store, every step still waiting is cancelled and the order is matched to the campaign that earned it.
Questions
Questions about this part of ACR
Something not covered here?
Ask us on a call, or read the full list of questions.
- 01
Does the agent say it is an AI?
Whenever a shopper asks whether it is a person, it says it is an AI, and that part cannot be switched off. Whether it also says so when it introduces itself is a campaign setting, off by default. - 02
When will ACR call or text?
The recommended schedule is 8 am to 9 pm in the shopper’s local time. Stricter state and country rules, public holidays and per-state daily call limits apply on top. You can set your own days and hours instead, and the legal limits still apply. - 03
Are calls recorded?
Recording is a campaign setting, on by default. The agent says the call is recorded in states that require everyone on the call to agree and whenever the shopper’s state is unknown, or on every call if you choose. - 04
Can I try the agent before it reaches a shopper?
Every setup step has a Test button that runs a practice conversation with the agent as you have configured it. Nothing is sent to a shopper until you publish the campaign and switch its trigger on.
Keep exploring
More of the product
Find out what your abandoned checkouts are worth
Book a 45-minute call with the Growth Dept team. We look at your checkout, where your shoppers are and which channels suit them, and tell you whether ACR fits.