Return-intent save · Docs

Return-intent save calls a shopper who asked to return an item. It asks whether it's about the size, the quality or something else. When it's the size, it offers another size at no cost and sets up the exchange. Otherwise the return goes ahead as asked. It makes one offer and never argues.


Library key	`return_intent_save`
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	2, two hours apart

When to use it

Start it when a shopper asks to return an item and the pickup hasn't happened yet. A return because of the size is often one the shopper would rather exchange: the call offers that before the refund goes out.

What the shopper hears

Agent: Hi Kabir, this is Halden's automated assistant, about the return you asked for on your blue cotton kurta. This call is recorded. Do you have a minute?

Shopper: Yes.

Agent: Is it about the size, the quality, or something else?

Shopper: It's too small.

Agent: We can send you another size instead, at no cost. Would you like that?

Shopper: Yes, that's better.

Agent: Which size should we send?

Shopper: L.

Agent: One moment, I'll set that up. Done. We'll pick up the old one when we deliver size L. Thank you, goodbye.

Inputs it needs

Input	Label	Type	Required	Sample
`customer_name`	Name	text	Yes	Kabir
`phone`	Phone	phone	Yes	+919812345605
`order_id`	Order	text	Yes	8125
`item`	Item	text	Yes	blue cotton kurta
`language`	Language	text	No	`en-IN` to start in English

Questions it asks

Key	Question	Answer
`good_time`	Do you have a minute?	Yes or no. A "no" ends the call politely
`reason`	Is it about the size, the quality, or something else?	A choice: Size, Quality, Something else
`offer_exchange`	We can send you another size instead, at no cost. Would you like that?	Yes or no. Asked only when the reason is the size
`new_size`	Which size should we send?	A choice: XS, S, M, L, XL, XXL

Outcomes

Outcome	Label	When
`exchanged`	Exchanged	They took another size and the exchange was set up
`return_kept`	Return kept	The reason wasn't the size, or they'd rather return it
`needs_team`	Needs the team	The exchange couldn't be set up from the call

Actions it may take

Action	Kind	What it does
`create_exchange`	Write	Creates an exchange for the new size instead of the return

How to start it

From your store, by API: POST /v1/runs with "flowKey": "return_intent_save", when a return is requested.
From the dashboard: Call a shopper on the flow.

What to measure

In Results, for the flow:

How the calls ended: exchanged against return_kept.
Summary → the reason question: how many returns are about size, quality or something else. Quality returns point at a product to look at.

Set it up, step by step

Copy it from the library
Flows → Library → Return-intent save → Use this flow.
Match your sizes
On the Diagram tab, open new_size and set the sizes you sell under Choices, separated by commas.
Simulate it
Simulate → Talk as the shopper. Say it's the size and take the exchange, then run it again and say it's the quality.
Publish and connect the action
Publish, then connect create_exchange in Developers → Actions.
Start it on return requests
Send one run per return request, before the pickup is booked.

Next stepStep-by-step guides

Build, test, publish and run any flow.

Search the docs