Inbound call
Order and delivery status
Looks up the order, reads back the real status, and rebooks the delivery.
- Lookup
- From your own order record
- Resolved in call
- Redelivery slot booked
- Handed over
- None needed
One real call
Press play and read it as it ran.
What it handles on its own
Resolved while the caller is still on the line.
- Caller verification against the order record before anything is read out
- Live status, dispatch stage, courier and a delivery window taken from your systems, not a guess
- Split shipments explained item by item, with separate dates
- Redelivery and address or slot changes, written back and confirmed by SMS
- Returns and replacements where your policy clearly allows it
- Proactive outbound calls on a failed delivery attempt, before the customer has to chase
When it hands over
Straight to a person, with no second ask.
- A refund or a goodwill credit, which stays a human decision
- A damaged, wrong or missing item that needs a claim opened
- Anything where the courier record and your record disagree
- A caller who is clearly upset, detected from tone and wording, not keywords alone
The person who picks up receives the call summary, the caller details and everything already done on this call, before they speak.
Five settings decide how this call behaves.
Nothing here is a hidden model behaviour. These are the knobs you own, reviewed with you before the first live call and changeable afterwards without a rebuild.
- Order source
- The commerce platform, ERP or internal API to read
- Verification
- What the caller must match before status is read out
- Promise window
- How precise a delivery window may be quoted
- Return policy
- What it may approve alone and what goes to a person
- Escalation
- The queue that receives damage and refund handoffs
A week, in three moves.
This call type does not need a migration project. It needs your number pointed at us, your rules written down, and one week of reading the transcripts closely.
- Day 1
Point the number, connect the system
A forward or a SIP trunk, plus read access to the one system this call depends on. Nothing changes for your callers yet.
- Day 2 to 4
Write the rules down
Your allowed actions, your handoff triggers, your wording. We run the first calls against your real data with your team listening in.
- Day 5 onward
Read the transcripts
Every call is on the record. The handoff log tells you exactly which rule to loosen or tighten, and changes take effect on the next call.
Can Zimaao take this call for us?
Point your number at me, tell me what I am allowed to resolve, and I will take the next order and delivery status call that comes in.