What the agent handles
- Order status enquiries by phone and WhatsApp, answered from live order data.
- Proactive delay and delivery updates, so customers hear from you before they have to ask.
- Order and address confirmation, including cash-on-delivery checks.
- Return and refund status questions, answered from your systems.
- Escalation to support for damaged, lost or disputed orders with the full conversation attached.
How it works
- Connect your order system. E-commerce platforms, OMS and logistics systems connect through APIs and webhooks.
- Define what the agent may do. Choose which order details it can read and which actions need approval.
- Pick channels and languages. Voice and WhatsApp, in the languages your customers use.
- Rehearse and launch. Test with AI Simulation, then go live for inbound calls and outbound updates.
- Measure. Conversation Analytics shows the top reasons customers contact you, so you can fix them at the source.
Systems it connects to
Shopify-style storefronts, order and warehouse management systems, courier tracking and helpdesk tools can be connected through authorized APIs, webhooks and connectors. Specific integrations are scoped and validated with you during implementation; not every system is a ready-made connector.
Control and governance
The agent reads only the order data you permit, with role-based access, encryption and a full audit trail of conversations and system actions. Actions that change an order can require human approval. Intime IT Services is ISO 27001 certified and builds to the India DPDP Act.
Frequently asked questions
Can it reach customers on WhatsApp as well as by phone?
Yes. Voice and WhatsApp are both supported, and a conversation can start on one and continue on the other with the same context. WhatsApp availability depends on your messaging account setup.
Can it change or cancel an order?
Only if you allow it. Reading status is the simplest start; actions that modify orders are configured with permissions and optional human approval.
How quickly can we start?
Timelines depend on your systems. A status-lookup agent over a standard API is the quickest path; we scope integrations with you before committing to dates.
What happens when the agent cannot help?
It transfers the customer to your team, or creates a follow-up, with the conversation summary so nobody has to ask again.