Respect the stop signal
Opt-out requests suppress further automated outreach for this workflow. Exceptions go to a person, not back into a call loop.
Nigerian commerce · Voice AI workflow
Resolve pending COD orders before dispatch.
Call buyers to confirm the order, capture address corrections, and give your team a clear next action. Magana records what the buyer said; your merchant operations team decides what happens to the order.
Book a COD workflow reviewFrom pending order to merchant decision
- 01Receive valid pending orders
- 02Call buyers and retry no-answers within policy
- 03Record a bounded outcome
- 04Send exceptions to the merchant team before dispatch
Hear the order question. See the unresolved action.
One illustrative pending order shows how a voice conversation becomes a structured outcome. The buyer corrects a landmark; the call completes, but dispatch stays paused while the merchant checks the detail.
Pending orderNG-1048
BuyerAmaka O.
Order amount₦42,500
Voice contact
Magana persona · Ada
- Magana
I am calling to confirm your cash-on-delivery order and delivery address.
- Buyer
The street is correct, but the nearest landmark has changed.
Call outcomeNeeds human review
- Escalation owner
- Merchant operations
- WhatsApp follow-up
- Awaiting merchant review
Illustrative workflow. No live order, dispatch, or payment.
A call outcome is a decision input.
Each contact attempt ends in a bounded state. None of these states asserts that an order was dispatched, delivered, paid for, or remitted.
Confirmed
The buyer verifies the order and usable delivery details. Your team decides when it is ready for dispatch.
Declined
The buyer does not want the order. Your team reviews the recorded response before changing the order.
Unclear
The response or delivery detail is ambiguous. Keep the order on hold for review.
Reschedule requested
The buyer requests another contact or delivery time. Record the request for your team to agree.
No answer
No conversation took place. Retry only within the calling windows and attempt limits you approve.
Opted out
The buyer asks not to be contacted. Suppress further automated outreach for this workflow.
Needs human review
A correction, dispute, or uncertainty needs a merchant decision before the next action.
Agree the contact policy before the first call.
Set the hours when buyers may be called, the maximum attempts, and the wait between no-answer retries with your team. A reached buyer is not automatically retried.
Keep corrections visible
Address changes, disputed details, and uncertain responses are recorded for merchant review before any follow-up or dispatch handoff.
Use WhatsApp with a defined trigger
Agree when a follow-up message is appropriate and who approves it. The synthetic example holds WhatsApp while the landmark is reviewed.
Merchant teams keep the operational authority.
Magana confirms and prepares orders for delivery. Merchants and fulfilment partners remain responsible for dispatch, delivery, collection, fees, and remittance.
A confirmation call is evidence for the merchant's next decision. A completed call does not certify an order, trigger a dispatch by itself, or prove a delivery or payment.
Start with a bounded workflow pilot.
Choose one order queue, an agreed buyer-contact policy, a named merchant owner for exceptions, and a review cadence. Pilot duration and success measures are agreed with each merchant before live use.
Review contact rate, outcome distribution, corrections, opt-outs, handoff quality, and team effort together. Results will be published only with permission.
What we need to scope it
- A sample of valid pending orders and the fields your team trusts
- Your current calling and WhatsApp follow-up rules
- The systems or spreadsheets that hold order status and contact history
- A merchant reviewer and the handoff point before dispatch
- Agreed support, review cadence, and success measures
Bring us the pending-order workflow your team runs every day.
We will map the order data, contact policy, exception path, and pilot measures with you.
Book a COD workflow review