Live checkout help · Docs

Live checkout help calls a shopper whose payment just failed, while they're probably still on your site. It checks they still want the order, asks how they'd like to pay, and sends a payment link.


Library key	`live_checkout_help`
Call type	Service. See Call types and consent
Languages	Starts in Hindi, or in the `language` input; English too, and it follows the shopper if they switch
Longest call	3 minutes
Tries per shopper	1: the moment passes in minutes, so it doesn't call again

When to use it

Start it as soon as a payment fails at checkout, within a minute. The shopper has just tried to pay, so they still remember the cart and usually still want it. Minutes later they've often left.

It's a service call, so the shopper needs service consent from the last 7 days: for example a checkbox at checkout saying you may call about their order. See Consent records.

What the shopper hears

Agent: Hi Rohan, this is Halden's automated assistant. Your payment for a phone cover didn't go through just now. This call is recorded. Can I help you finish it now? It takes a minute.

Shopper: Okay.

Agent: Do you still want to buy a phone cover for ₹799?

Shopper: Yes.

Agent: One moment, let me look at it. How would you like to pay: UPI, card or netbanking?

Shopper: UPI.

Agent: I'm sending you a payment link on WhatsApp now. Has the link arrived?

Shopper: Yes, got it.

Agent: Great. Pay through the link and your order goes through. Thank you, goodbye.

Inputs it needs

Input	Label	Type	Required	Sample
`customer_name`	Name	text	Yes	Rohan
`phone`	Phone	phone	Yes	+919812345601
`checkout_id`	Checkout	text	Yes	chk_7731
`items`	Items	text	Yes	a phone cover
`cart_total`	Total	money	Yes	799
`language`	Language	text	No	`en-IN` to start in English

phone is the number the run calls, and customer_name falls back to the contact's name. See Inputs.

Questions it asks

Key	Question	Answer
`good_time`	Can I help you finish it now? It takes a minute.	Yes or no. A "no" ends the call politely
`still_want`	Do you still want to buy {items} for {cart_total}?	Yes or no. A "no" ends as not interested
`how_to_pay`	How would you like to pay: UPI, card or netbanking?	A choice: UPI, Card, Netbanking
`link_received`	Has the link arrived?	Yes or no. A "no" goes to your team

Outcomes

Outcome	Label	When
`link_sent`	Payment link sent	The link went out and the shopper has it
`not_interested`	Not interested	They no longer want the order
`needs_team`	Needs the team	The checkout couldn't be read, the link couldn't be sent, or it didn't arrive

Actions it may take

Action	Kind	What it does
`get_checkout`	Read	Reads the checkout: items, total, and where the shopper stopped
`send_payment_link`	Write	Sends a payment link for the method they chose, by SMS or WhatsApp

How to start it

From your store, by API: one POST /v1/runs per failed payment, with "flowKey": "live_checkout_help", the shopper's phone and the inputs. Send whenClosed: "refuse" so a failure outside calling hours doesn't wait until the next morning, when the moment has passed. See the errors a run can be refused with.
From the dashboard: Call a shopper on the flow is useful for trying it, but this flow only works when it starts within a minute, so start it from your store.

What to measure

In Results, for the flow:

How the calls ended: the share of link_sent against not_interested and needs_team.
Paid after the call: in your store, how many checkouts with link_sent were paid the same day.
Answered: if few shoppers answer, check the run starts within a minute of the failure.

Set it up, step by step

Copy it from the library
Flows → Library → Live checkout help → Use this flow.
Match the payment methods
On the Diagram tab, open the how_to_pay step and list the methods your payment links support under Choices, separated by commas.
Simulate it
Simulate → Type as the shopper. Try a shopper who no longer wants the order, then set send_payment_link to No reply under Actions answer to hear the team fallback.
Publish and connect the actions
Publish, then connect get_checkout and send_payment_link in Developers → Actions.
Start it on every failed payment
From your checkout's payment-failed event, start a run straight away.

Next stepCheckout recovery

Bring back shoppers who left a cart.

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