1. Overview

Interakt's Voice AI lets a Shopify store automatically call a customer using an AI voice bot instead of (or in addition to) sending a WhatsApp message. Two ready-made campaign types are available:

• Shopify COD Order Confirmation Call – calls a customer right after they place a Cash-on-Delivery order, confirms the order, and lets them cancel it or update the delivery address on the call itself.
• Shopify Cart Abandonment Recovery Call – calls a customer who abandoned checkout, reminds them what's in their cart, optionally offers a discount code, and encourages them to complete the purchase.

Both campaigns follow up the call with an automatic WhatsApp message (order confirmed, order cancelled, address-change link, or checkout/discount link), so the conversation continues seamlessly from voice to WhatsApp.

Prerequisites

• A Shopify store connected to Interakt
• A WhatsApp Business number connected and verified on Interakt (visible on the Home screen)
• An active Interakt plan -> Shopify Premier

2. How It Works

Each Voice AI call can end in one of four ways. Here's what happens end-to-end for each outcome:

Order confirmed on call

Customer confirms → Voice Agent acknowledges → Shopify order tagged “COD Confirmed on Call”

Order cancelled on call

Customer requests cancellation → Voice Agent confirms → order is directly cancelled in Shopify

Address change requested on call

Customer requests an address change → Voice Agent explains the next step → customer fills a WhatsApp form → Shopify address is updated

Abandoned Checkout Recovery

Customer abandons checkout → AI Agent engages and offers a discount → Customer receives the checkout link → Customer completes the purchase with the discount

3. One-Time Setup: Enable the Voice Bot Channel

Before creating any Voice AI campaign, configure the language and voice that all your automated calls will use.

Go to Settings → Configure Channels. You'll see all your messaging channels — WhatsApp, WhatsApp Voice Calling, RCS, SMS and Voice Bot — on one screen.

Settings → Configure Channels: WhatsApp, WhatsApp Voice Calling, RCS, SMS and Voice Bot

Click View Details on the Voice Bot card — this is what connects with customers through automated voice calls.

In the Configure your Voice Bot Settings pop-up:

1. Select Language – choose one or more languages the bot should be able to speak in (for example English and Hindi). The bot will use these for all campaigns.
2. Select Voice – choose Male or Female for the AI voice.
3. Click Save.

Configure your Voice Bot Settings — language and voice selection

4. Setting Up a COD Order Confirmation Call Campaign

Go to Campaigns → New Campaign. In the Create New Campaign window, pick a Voice campaign from the list:

• Shopify COD Order Confirmation (Voice)
• Shopify Cart Abandonment Recovery (Voice)

Select Shopify COD Order Confirmation (Voice). The right-hand panel shows who receives the call and a sample greeting message. Click Use this Sample (or Create from scratch to write your own).

Create New Campaign — choosing the COD Order Confirmation (Voice) template

This step sets the trigger for the campaign — by default it fires whenever a new Cash-on-Delivery order is placed on your Shopify store. Confirm or adjust the event/audience and move to the next step.

This is where you control what the bot is allowed to do on the call and what it says:

• Order Double Confirmation – the customer is asked to reconfirm their order during the call.
• Allow Order Cancellation – lets the customer cancel the order on the call.
• Allow Address Change – lets the customer request an address update on the call.
• Greeting Message – the opening script, e.g. “Hi {{1}}, I am calling from [org name]. You have placed a Cash on Delivery order of value {{2}} with us. We need your confirmation on the order. In case you want to cancel, please let us know.”

Step 3 – Configure Voice Bot: toggles and greeting message for the COD campaign

Scroll down to Configure Body Variable to map the {{1}}, {{2}} placeholders in your greeting to real data — either a Contact Field (e.g. customer Name), Event Data (e.g. Order ID, Amount), or Fixed text. Set a Fallback Value in case the field is empty, then click Next for each variable.

Mapping greeting-message variables to contact fields or order/event data

After the call, Interakt automatically sends a follow-up WhatsApp message depending on the outcome. Configure one template for each outcome:

• COD Confirmed – sent when the agent/bot confirms the order on the call.
• COD Cancelled – sent when the customer cancels on the call.
• Address Change Requested – sent with a link/button for the customer to submit their new address.

For each one, pick a template from Sample Ideas (or your Active Templates), preview it on the phone mock-up on the right, and click Use this Sample.

Choosing the “CoD Order Confirmed on Call” WhatsApp template, with live preview

Once all three are configured you'll see a green check next to each — including the Address Change Requested message, which contains a Change Shipping Address button and its own body-variable mapping.

All three post-call templates configured: COD Confirmed, COD Cancelled, and Address Change Requested

Click Go Live on the top right. Interakt shows a one-last-step pop-up: it has created a draft Change Shipping Address workflow that must be activated so that address-change requests made on the call actually update the order.

1. Open the Workflows section.
2. Open the draft workflow named Change shipping address.
3. Confirm its trigger (User replies to a WhatsApp Campaign → your COD Address Change template → Change Shipping Address quick-reply button) and click Activate.

“One last step to make this campaign work” — activating the Change Shipping Address workflow

5. Setting Up an Abandoned Cart Recovery Call Campaign

The Shopify Cart Abandonment Recovery (Voice) campaign follows the same four-step wizard, with a script and offer geared toward recovering the sale.

From New Campaign, pick Shopify Cart Abandonment Recovery (Voice) instead of the COD template, and set the trigger in step 2 to Abandoned checkout.

• Offer Discount – toggle on to let the bot offer an incentive to recover the checkout.
• Enter Discount Code – e.g. SAVE10 — the code the bot will mention if the customer agrees.
• Greeting Message – e.g. “Hi {{1}}, I am calling from [org name]. We noticed you left {{2}} in your cart. We are offering a 10% discount on your cart. I can share a link so you can get the discount — would that help?”

Map the greeting variables under Configure Body Variable, then use Test Bot to hear a sample call before saving.

Configure Voice Bot for Cart Abandonment Recovery — discount toggle, code, and greeting message

Configure the Abandoned Checkout With Discount follow-up message, which typically includes an Order Link button so the customer can complete checkout directly from WhatsApp. You can also turn on:

• Enable Button Click Tracking (Optional) – tracks Quick Replies and CTA-button clicks on this campaign.
• Pause campaign if Meta changes the category to Marketing – auto-pauses the campaign if Meta recategorises the template.

Post-call WhatsApp template with Order Link, body variables, and button-click tracking

Click Save, then Go Live, the same way as the COD campaign.

6. Monitoring Performance

Campaign-level statistics

Open any live Voice AI campaign to see its performance at a glance:

• Calls Attempted, Calls Connected, Calls Failed, and Avg. Call Duration
• Confirmation Rate and Cancellation Rate (for COD campaigns)
• Address Update Requests and Address Update Completion Rate

Campaign performance: calls attempted/connected, confirmation & cancellation rate, address-update stats

Call Management

Settings → Call Management (or the phone icon in the left sidebar) lists every call across channels — Voice Bot and human agents — in one place, along with status, duration, agent name, and channel. Use the tabs (All Calls, Received, Outbound, Missed, Outbound Call Permissions) and filters (Agent, Channel, Date Range, Status) to review specific calls.

Call Management — all Voice Bot and agent calls with status and duration