Calling & IVR

Calling & IVR connects your store's phone operations directly inside Retailos — so your team can call customers, run IVR flows, and review AI-summarised call records without switching tools.

How to set it up

1. Go to Settings > Advanced > Calling & IVR.
2. Choose your telephony provider — Twilio, Exotel, or Knowlarity — and enter the credentials provided by that provider.
3. Once connected, click-to-call becomes available on any customer profile. Navigate to Customers > [Customer Name] and use the call option next to their phone number to start a call instantly.
4. To build an IVR flow, go to Settings > Advanced > Calling & IVR > IVR Flows and create a new flow. Define your menu steps, routing rules, and fallback options using the flow builder.
5. Save and activate the flow. Incoming calls to your configured number will follow the flow you set up.

How it works

• Call recording & AI transcription — every call is recorded automatically. After the call ends, Retailos generates an AI transcription and a plain-language summary so you can quickly review what was discussed.
• Call timeline — all calls (inbound and outbound) appear on the customer's profile timeline under Customers > [Customer Name], alongside their orders and other interactions.
• Minutes & overage — your plan includes a managed minutes allowance. If you exceed it, additional minutes are billed from your Retailos wallet at ₹1 per minute. You can check your wallet balance at Settings > Billing > Wallet.

Good to know

• You can use any one of the three supported providers (Twilio, Exotel, Knowlarity). Switching providers later will require re-entering credentials — your call history stays intact.
• AI transcription and summaries are generated after the call ends, not in real time. Allow a short processing window before the summary appears on the timeline.
• IVR flows only apply to your incoming number configured within Retailos. Make sure the number in your telephony provider account matches what you enter in settings.
• Wallet top-ups can be done any time from Settings > Billing > Wallet to avoid call interruptions during high-volume periods.

Troubleshooting

• Click-to-call button not appearing on customer profiles — confirm that your telephony provider credentials are saved correctly at Settings > Advanced > Calling & IVR and that the connection status shows as active.
• Call summary missing after a call — summaries take a few minutes to process. If the summary is still absent after 10–15 minutes, check that call recording was not manually disabled in your provider's dashboard.
• Overage charges unexpected — review your included minutes allowance under Settings > Billing and monitor usage regularly if your team makes a high volume of calls. Top up your wallet in advance to keep calls uninterrupted.