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AI call answering for Online retailers and ecommerce

Give your support team a clear order or return enquiry

Capture order and return enquiries so your support team can focus on resolving them.

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Online retailer preparing a parcel

Answers grounded in your business

Product guides, delivery policies, return procedures and support contacts. Staff verify identity before sharing order-specific information.

Load the approved sources your team uses. Sofie asks relevant follow-up questions, keeps the conversation focused and passes questions outside that information to the right person. Keep time-sensitive information up to date; a supplied document is not a live system connection.

Hear There247 in action

Order delivery follow-up

A real product demonstration for online retailers and ecommerce: the caller’s request, Sofie’s follow-up questions and the agreed next step.

Recording coming soon

For now, explore the written example or request a demonstration with your business details.

Two calls your team could receive

Names, addresses, product details, prices, references and masked callback numbers below are fictional. SMS and email show the same enquiry details. Your rules determine which handoff is used; warm transfers are available on Premium and Business.

Order delivery follow-up

“My order was expected yesterday. Could you check where it is?”

There247 asks: What is your order reference and the delivery date you were given? Sofie also confirms the caller’s name and callback number when a handoff is needed.

Captures: Caller name, order reference, expected date, enquiry and callback number.

Next step: Support verifies the customer and checks the order record before giving an account-specific update.

What your team could receive

Example SMS

Alex Example asks for an update on order DEMO-803, expected yesterday. Callback: 021 XXX 0053. Support verifies the customer and checks the order record before giving an account-specific update.

Example email

Subject: Order delivery follow-up

Body: Alex Example asks for an update on order DEMO-803, expected yesterday. Callback: 021 XXX 0053.

Follow-up: Support verifies the customer and checks the order record before giving an account-specific update.

Example warm introduction — if available

“Hi, this is Sofie from There247. I have Alex Example on the line asking for a delivery update on order DEMO-803, which was expected yesterday. Can I connect you now?”

Return size enquiry

“Can I exchange these shoes for a larger size?”

There247 asks: Which product and order reference is this, and which size would you prefer? Sofie also confirms the caller’s name and callback number when a handoff is needed.

Captures: Caller name, product, order reference, requested size and callback number.

Next step: Explain the approved exchange process; the returns team checks eligibility and replacement stock.

What your team could receive

Example SMS

Sam Example asks to exchange Sample Runner shoes on order DEMO-804 from size 8 to size 9. Callback: 021 XXX 0054. Explain the approved exchange process; the returns team checks eligibility and replacement stock.

Example email

Subject: Return size enquiry

Body: Sam Example asks to exchange Sample Runner shoes on order DEMO-804 from size 8 to size 9. Callback: 021 XXX 0054.

Follow-up: Explain the approved exchange process; the returns team checks eligibility and replacement stock.

Example warm introduction — if available

“Hi, this is Sofie from There247. I have Sam Example on the line asking to exchange Sample Runner shoes on order DEMO-804 from size 8 to size 9. Can I connect you now?”

Set up the questions and the next step

Load the right information

Product guides, delivery policies, return procedures and support contacts. Staff verify identity before sharing order-specific information.

Agree the routing

Choose who receives order delivery follow-up enquiries and who handles return size enquiry requests. Provide branch contacts, coverage hours and any approved escalation rules.

Test the fallback

Test an answered call, a question missing from the knowledge sources and a transfer nobody accepts. Agree what the caller hears and who follows up.

Common questions

Can There247 confirm bookings, availability or account changes?

The examples on this page capture and route enquiries. Your team confirms bookings, stock, attendance and account changes. Sofie can share approved information, including supplied prices or availability, with any relevant date or limitation.

What if the caller needs a person?

Sofie can introduce the caller to the appropriate team member under your rules. Warm transfers are available on Premium and Business. If nobody answers, use your agreed fallback and notification route.

Can we use it only when the team is busy or closed?

Yes. Agree when calls should reach There247 and configure the routing for your existing number and phone provider. Test the arrangement before relying on it.

Explore the call-handling options

Overflow callsWarm transfersBrowse all industries

Try it with the calls your business receives

Tell us about your services, hours, knowledge sources and call-handling rules. We help configure and test your call handling. Your seven-day trial starts once forwarding is connected and the service is activated. Keep your existing business number and agree when There247 should answer.

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