Understanding answers
How a shopper's reply, in Hindi, English or a mix, becomes a typed answer your store can act on, and when the agent reads it back first.
Shoppers don't answer in clean words. "Haan haan, bhej do", "yes but not to this address" and a long pause are all normal. RowCall turns each reply into one typed answer for the step that asked, and keeps the shopper's own words in the transcript.
From words to an answer
The question is asked word for word
An ask step speaks its question as you wrote it, in the call's language, with your inputs filled in: "We'll deliver it to 12 MG Road, Pune. Is that right?"
The reply is transcribed
Speech recognition writes down what the shopper said, in the language they said it. A line in Hinglish counts as Hindi.
Simple replies are understood at once
A short, clear reply with one meaning, such as "haan", "no", "Saturday" or "Hindi please", is understood straight away, which saves the shopper a pause. Anything longer or with two meanings ("no, Saturday") goes to the AI.
The AI submits an answer of the step's type
The answer must fit: true or false for yes or no, one of your listed choices for a choice, a number for a number. An answer that doesn't fit is refused and the AI tries again.
Answer types
| Type | Stored as | Example reply → answer |
|---|---|---|
| Yes or no | true or false | "Haan, maine hi kiya tha" → true |
| Choice | One of the flow's choices, exactly | "Card hi decline ho gaya" → Payment failed |
| Number | A number | "Do log honge" → 2 |
| Date | Text, in English | "Shanivaar ko" → Saturday |
| Text | The shopper's words, tidied | "Office, City Mall gate 2 ke paas" → Office near City Mall gate 2 |
Answers are stored in English whatever language the call was in, so a Hindi call and an English call land in the same column. When the agent says an answer back in Hindi, it translates it again ("Saturday" is said as शनिवार).
When the shopper can't answer
The agent records why, and the flow carries on sensibly:
| Why | What happens |
|---|---|
| The reply was unclear | The question is asked once more, then the call moves on without the answer |
| The shopper won't say | The answer stays empty and the call moves on |
| Wrong person on the line | The call ends politely as not_now |
| "Call me later" | The call ends politely as not_now |
If a later action needs the missing answer, for example a new address to save, the call ends with your apology line rather than act on a blank.
Reading answers back
Some answers are easy to mishear: addresses, names, dates. Put a confirm step after them. The agent reads the answer back ("So the new address is Office near City Mall gate 2. Is that right?") and waits for a clear yes. If the shopper corrects it, the agent asks the question again, once. A confirm step is also what allows actions marked "needs confirmation" to run. See When the agent acts.
Numbers and amounts
The agent writes numbers out before speaking them, so the voice reads them the way people say them: order and phone numbers digit by digit ("four eight two one"), and amounts in words with Indian numbering ("eighty-four thousand nine hundred and ninety-nine rupees").
Language switching
A call starts in the shopper's language if you send it, otherwise in the flow's default. If the shopper asks for another language the flow allows, or keeps answering in one, the call carries on in it for the rest of the call, and the current question is asked again in the new language if needed. See Languages and voices.
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