---
title: "AI order confirmation calls — Dialogist"
description: "An AI voice agent that calls your customers to confirm an order, check the delivery address and time, and record the result in your system."
canonical: "https://dialogist.cc/en/use-cases/order-confirmation/"
locale: "en"
updatedAt: "2026-11-11"
---

# Order confirmation: Confirm the order and the delivery before it ships.

The agent calls a customer who has just ordered, confirms what was ordered and how it is paid, checks the address and agrees a delivery time. Your team sees the result in the order, with no list of missed calls to work through.

Fits: Online stores, Logistics and couriers, Retail with delivery.

## One call, start to finish

*An example confirmation call*

> **Agent:** Hello Ana, I’m Nina, an AI assistant from the shop. You ordered a kettle and two mugs today, paying on delivery. Do you have a minute to confirm it?
> **Caller:** Yes, that’s right.
> _↳ Reads the order from your shop system_
> **Agent:** The total is 64 euros, paid in cash to the courier. Is the delivery address still Kralja Petra 12, apartment 5?
> **Caller:** Yes, but I’m only home after five.
> **Agent:** Then I can book Thursday between 5 and 8 in the evening. Does that work?
> **Caller:** Perfect.
> _↳ Confirms the order and saves the delivery window_
> **Agent:** Done: Thursday between 5 and 8 in the evening. Thank you, Ana!

What lands in your shop system after the call:

```json
{
  "outcome": "confirmed",
  "payment": "cash_on_delivery",
  "total": 64,
  "currency": "EUR",
  "delivery_window": "2026-11-19T17:00/20:00",
  "address_changed": false,
  "needs_person": false
}
```

Questions about the product, complaints and anything outside your rules go to a person, with the conversation so far.

## How it works

1. **Connect the orders.** The agent receives the items, the address and the payment method from your shop system before it calls.
2. **Set the rules.** Which orders get a call, the calling hours, and what the agent may change: the delivery time, the address or nothing.
3. **Call and confirm.** New orders are called through Incoplax telephony as they arrive, within the hours you set.
4. **Update the order.** The result goes back to the order: confirmed, rescheduled or cancelled, with the reason.

## What the agent handles

- **Confirms the order.** Reads back the items and the total and asks the customer to confirm them.
- **Checks address and time.** Corrects the address and agrees a delivery window the customer can keep.
- **Takes a cancellation.** If the customer no longer wants the order, the agent records that, with the reason.
- **Passes the rest to a person.** Questions about the product and complaints go to your team with the conversation so far.

## Good to know

- Addresses, times and amounts are read back to the customer before they are recorded.
- You choose which orders are called and when; calling rules differ by market. The greeting can announce the AI and the recording.
- Order data moves through your shop system’s API.

---

Contact: hello@dialogist.cc