Separate general product FAQs from account-specific order questions. A live order or stock answer needs the corresponding system integration; business instructions alone cannot provide changing order data.
Start with the customer’s reason for calling.
A useful retail & e-commerce workflow begins with one clear purpose. Tell the agent who it represents, why it is speaking to this person and what a useful next step looks like.
For inbound enquiries
- Answer approved product, store and policy questions.
- Capture an order or support enquiry for the right team.
Keep frequently used business facts up to date. Missing information should become a question for your team, rather than an invented answer.
For outbound conversations
- Follow up on eligible product enquiries or agreed feedback campaigns.
- Capture customer interest without promising unavailable stock.
Use a relevant introduction, check whether it is a good time and ask one question at a time. If the person is not interested or asks to end, keep the response short and respect that decision.
A natural first question
“Aap product ki details chahte hain, ya kisi order ke baare mein poochhna hai?”
This is an example, not a complete production prompt. Tune it to the context of the enquiry and the wording your customers normally use.
Connect only the systems the workflow needs.
A CRM event, a live availability lookup or a WhatsApp follow-up needs the relevant API and permissions. Agree what is captured, which system owns it and what happens when an integration cannot complete the action.
Test before you expand.
Try corrections, an unexpected question and an interruption. Review the transcript and recording, confirm the next step and inspect the calling charge. A small tested workflow provides a better starting point than a long list of promised automations.