Voice AI use case

Voice AI for Retail & e-commerce

Voice AI for retail & e-commerce means an AI agent that answers or places retail & e-commerce calls, follows your script, and acts on your tools in real time — 24/7, on your own number and brand. Telenow gives you 5 ready-made retail & e-commerce agent templates plus the integrations to wire them into your stack, so you can launch in minutes instead of building from scratch.

Last updated 2026-09-15

Retail & e-commerce agent templates

Ready-to-launch agents for retail & e-commerce — install one, connect your tools, and go live in minutes.

COD order confirmationFeatured

Calls customers to confirm cash-on-delivery orders before dispatch — confirm, change, or cancel by voice or keypad (1/2/3) — slashing return-to-origin losses. Logs every outcome and texts a confirmation.

Return & refund intakeFlow

Handles return and refund requests: looks up the order, captures the reason, and routes to a refund or a replacement — opening a ticket and texting the next steps.

Failed delivery resolution (NDR)Flow

Resolves failed deliveries by calling the customer to reattempt, reschedule, or cancel — capturing a clean address and slot, logging the outcome, and confirming on WhatsApp to recover the shipment.

Live order tracking (API)Featured

Looks up live order or shipment status by calling YOUR tracking API mid-call, then branches on the result: reads the status and ETA back when found, or apologises and escalates to a human when the lookup fails. The clearest example of wiring a real API into a flow.

Delivery serviceability check (API)Flow

Checks whether you deliver to a caller's PIN code by calling your serviceability API mid-call, then continues to booking when it's covered or offers an alternative when it isn't — with a graceful fallback if the API is unavailable.

Integrations for retail & e-commerce

Connect the tools your retail & e-commerce team already runs on.

Google

Connect your Google account once to let agents book Calendar events, read and update Google Sheets, and send Gmail — a single sign-in covers all of it.

WhatsApp Web (unofficial)

Link an existing WhatsApp number by scanning a QR (WhatsApp → Linked devices), the same way WhatsApp Web works. No external account needed — but it is not an official WhatsApp API, so use a dedicated number: WhatsApp can ban it.

Plivo WhatsApp

Send WhatsApp messages from your own Plivo WhatsApp Business sender. Free-form text reaches contacts inside an open 24-hour session; business-initiated messages need an approved template.

WhatsApp Cloud API (Meta)

Send via Meta's official WhatsApp Business Cloud API using your own WABA. Free-form text reaches contacts inside an open 24-hour session.

AiSensy

Send WhatsApp template campaigns through AiSensy. The message text fills the campaign's first template parameter.

GupShup

Send WhatsApp messages through your GupShup WhatsApp Business app. Popular Indian WhatsApp BSP.

Zendesk

Open a Zendesk ticket from the call with the caller's own words on it, tell them where an existing ticket stands, add a note or change its priority, and recognise a repeat caller by their phone number.

Zoho CRM

Create a lead in Zoho CRM from the call. Connect once with Zoho (India data centre).

HubSpot

Create or look up HubSpot contacts from the call. Uses a private app access token.

Salesforce

Create a Salesforce lead from the call. Connect once with Salesforce (uses your My Domain).

GoHighLevel

Look callers up, create and update contacts, move opportunities through a pipeline, log tasks and notes, and book, reschedule or cancel appointments — in your GoHighLevel sub-account.

Microsoft Dynamics 365

Recognise callers, create and update contacts, log phone calls onto the customer timeline, and raise notes and follow-up tasks in Dynamics 365 (Dataverse).

Intercom

Create or look up Intercom contacts from the call.

Freshdesk

Log a support ticket from the call. Uses your Freshdesk domain + API key.

Frequently asked questions

How is voice AI used for retail & e-commerce?+

Telenow voice agents handle retail & e-commerce calls end to end — they greet the caller, follow your script, take action on your tools, and escalate to a human only when needed, 24/7.

Which retail & e-commerce agent templates are available?+

COD order confirmation, Return & refund intake, Failed delivery resolution (NDR), Live order tracking (API), and Delivery serviceability check (API) — each is a ready-made retail & e-commerce agent you install, connect, and launch.

What tools do retail & e-commerce agents connect to?+

Common retail & e-commerce integrations include Google, WhatsApp Web (unofficial), Plivo WhatsApp, WhatsApp Cloud API (Meta), AiSensy, and GupShup, so the agent can act during the call.

Can a retail & e-commerce agent run on phone and WhatsApp?+

Yes — the same retail & e-commerce agent runs on phone, web, chat and WhatsApp on your own number and brand, and new accounts get free signup credit to try it.

$1.00 free credit on signup

Retail & e-commerce agent templates

Integrations for retail & e-commerce

Frequently asked questions

Build a retail & e-commerce voice agent