From order event to working dialogue
Six stages of a controlled pilot.
1. Map the process
Choose order confirmation or a delivery update. Agree the trigger, required fields, calling windows, retry limit and human handoff rules.
2. Connect the store and CRM
Check API permissions in a test environment. An authenticated webhook delivers the order event and its unique ID; repeated delivery must not create repeated calls.
3. Prepare the agent
Configure the greeting, language, permitted answers and stop conditions. Prices, stock and delivery dates come from store data. Requests outside the scenario become tasks for a person.
4. Connect telephony
Verify the Twilio number, caller ID, destination permissions and signed callbacks. Connect the conversation service without changing existing phone applications.
5. Test real situations
Use approved test numbers. Test interruptions, silence, unclear speech, refusal, a request for a person and a failed CRM response. Agree what counts as a completed task.
6. Launch a limited pilot
Limit call volume, monitor errors and compare outcomes with your team’s assessment. Scale after reviewing accuracy, handoffs and actual cost.
What we need from your store
CRM name and API documentation, a sample order without customer data, the desired outcomes, approximate call volume and an owner for the pilot.
What your team receives
An agreed scenario, field and status mapping, test results, operational instructions and a usage estimate. Call recordings and retention are configured as part of the agreed data-handling process.