How it works
The ideas behind every RowCall call, from why a phone call works to how the agent follows a flow, understands answers and acts for the shopper.
Read the first five pages to understand how RowCall thinks about a call. The rest explain one building block each, with an ecommerce example.
The ideas
Why a phone call
Why a short call beats a form or a message at the moment that matters.
How the agent follows a flow
Code decides the path; the AI only words the questions and reads the replies.
Understanding answers
How "haan, bhej do" becomes a typed answer, and when it's read back.
When the agent acts
Actions, confirmation, limits, and what the shopper hears when something fails.
Writing good questions
Questions shoppers answer in one breath, with examples.
The building blocks
Flows
The reusable call: script, inputs, answers, outcomes, actions.
Steps and scripts
The five kinds of step and how a call moves between them.
Inputs
The order details sent with each call.
Answers and outcomes
What a call captures and how it ends.
Actions
How a call does things for the shopper, through your systems.
Call types and consent
Transactional and service calls in India, and the consent each needs.
Languages and voices
Hindi, English, switching mid-call, and the voice.
Phone numbers and caller ID
The number a shopper sees, and why it matters.
Calls, recordings and transcripts
What a call record holds.
Human handoff
When and how a person takes over.
Results and analytics
Answers as rows, and the trends across them.
How the ideas fit together
A flow is the call you design once. Each time it runs for one shopper, that is a run, started with inputs. A run places up to a few calls (attempts). A call moves through the flow's steps, captures answers, may take actions, and ends with an outcome. Your results are the runs, answers and outcomes added up.
Start with why RowCall calls at all.