How a RowCall call works
PreviewFollow one call from the store event to the typed answers, actions and outcome that come back.
This page follows one call: an order verification for a cash-on-delivery order from Halden, order #4821. Every RowCall call has the same shape.
The call, step by step
Your store sends an event
The shopper places order #4821, a pair of running shoes, cash on delivery. Your store, or your platform such as Glood, starts a run of the Order verification flow and sends its inputs: the order number, the item, the amount, the delivery address, the shopper's name, phone number and preferred language. See Inputs.
RowCall checks it may call
Before dialling, RowCall checks the shopper hasn't opted out, the call type has the consent it needs, and it is inside your calling hours (9:00 to 21:00 in your org's time zone by default). If any check fails, the call isn't placed and you see why. See Call types and consent.
RowCall dials
RowCall picks a number of the right type for this call and dials. If nobody answers, it follows the flow's retry rule.
The call opens with the disclosure line
"Hi Asha, this is Halden's automated assistant, calling about your order 4821. This call is recorded." This line always comes first, in the shopper's language. See The disclosure line.
The flow runs, step by step
The assistant reads the order back and asks the flow's questions: was this your order, is the address right, can someone receive it. If the shopper answers in Hindi, the call continues in Hindi. See Steps and scripts.
Answers are captured as typed values
"Yes, but send it to my office" becomes answers: placed the order = yes, address correct = no, and then the new address, which the agent reads back before anything changes. The shopper's own words stay in the transcript, kept with the recording. See Answers and outcomes.
Actions happen through your systems
The assistant reads the new address back and the shopper confirms. RowCall then asks your platform to update the delivery address. Your platform checks the order hasn't shipped and makes the change. See Actions.
A person can step in
If the shopper asks for a person, or your SOP says so, the call is handed to your team. See Human handoff.
The call ends with an outcome
The run ends as address_changed. Your store gets the outcome, every answer, the actions taken, the recording and the transcript, by webhook and in the app. See Results and analytics.
What you control and what RowCall controls
| You control | RowCall controls |
|---|---|
| Which flow runs, and when | Numbers, dialling, retries inside your rules |
| The script wording, within the flow's limits | The disclosure line (you can reword it, not remove it) |
| Which answers to capture and which actions the flow may use | Speech recognition, voice, language switching |
| Calling hours, languages, voice | Consent and opt-out checks before every call |
| What your systems do with the outcome | Recordings, transcripts and the run record |
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