Product
Confirm your COD orders by phone, with no duplicates and no forgotten orders
Nawras builds the calling desk into the order record. An agent picks up an order to confirm, calls the customer from the record, then logs the outcome in one click: confirmed, no answer, callback scheduled or cancelled. While that agent is on the line the order is locked — no other agent can call the same customer — and every attempt is timestamped, which makes your confirmation rate and your time to first call measurable instead of estimated.
Why two agents end up calling the same customer
A confirmation team working from a shared spreadsheet has no way of knowing who is on the phone, right now, and with whom.
The duplicate
Two agents open the same row and call the same customer minutes apart. The customer answers the same questions twice, then stops picking up.
The oversight
The opposite also happens: an order nobody claims is called by nobody. It ages in the file while the customer buys elsewhere.
The blind spot
At the end of the month neither problem shows up in a report: a shared spreadsheet keeps neither the time of the first call nor the number of attempts.
How a confirmation call unfolds
Six steps, and not one of them asks an administrator to unblock anything.
1.The agent picks up the order, or a manager assigns it
An order to confirm is claimed in one click by the agent, or assigned by a manager — those are two separate permissions. From then on the order has a name against it: you know who answers for it.
2.The call locks the order for as long as it lasts
On the click of “Call”, Nawras places a 120 second lock on the order and renews it every 30 seconds for as long as the agent is on the line. Any colleague who tries to call that same order sees “busy”, with the name of the person who is on the phone.
3.The agent logs the outcome, not the phone call
Four outcomes, never a free text field: confirmed, no answer, callback scheduled, cancelled. A call hung up with nothing decided skews no figure — what counts is the outcome, not the attempt to dial.
4.“No answer” does not mean “lost”
Every “no answer” increments a counter. You decide how many attempts are worth giving up on — from 2 to 10 — and how long to wait before automatic cancellation, from 15 minutes to 24 hours. That cancellation is off by default: it is a decision you make, not a setting you inherit.
5.A callback is scheduled for the time agreed
The customer asks to be called back later? The agent picks today, tomorrow or the day after, at the chosen time, never less than five minutes ahead. The time is computed in your store's time zone, not in the agent's browser.
6.Nobody stays stuck
If the agent closes the browser mid-call, the order becomes callable again in under two minutes, on its own. If they forget to hang up with the tab still open, a thirty minute limit hands it back to the team. No administrator has anything to unblock.
“On call” is never an order status.
It is a presence, like the green dot in a messaging app: it goes out on its own when the agent stops. Your database will therefore never claim an order is on a call when it no longer is.
Four figures you could not get before
They are not reconstructed after the fact: they are recorded at the very moment the agent clicks, in the same write as the status change.
Confirmation rate by channel
What share of your orders is confirmed by phone, and what share is confirmed some other way.
Attempts before confirmation
How many calls it takes, on average, to get a yes.
Time to first call
The time elapsed between the order arriving and the first real call.
Average confirmation call duration
The industry reference sits between 60 and 90 seconds.
A call is only counted if it actually happened. A “no answer” clicked without going through the phone advances the order's follow-up, but does not inflate your call statistics: the two counters have distinct definitions.
These four measurements land in your analytics warehouse alongside the rest of your orders — you can cross them with city, product or acquisition source.
The AI confirms first. Your agents call what is left.
A WhatsApp AI agent in the Confirmer role finds the customer's order, reads it back — products, address, delivery number, total — and only records the confirmation or the cancellation after a clear answer. If the customer corrects their address or their city, the AI applies the correction, then reads the corrected order back before confirming.
If the customer asks to be called back later, the AI schedules the callback and closes politely. It does not push, and it does not sell: confirmation is its only job.
And the AI never takes over a human call in progress. It can dispose of an order — that is its role — but it cannot clear the presence of an agent who is on the phone at that precise moment.
The split is clean: the AI absorbs the simple confirmations, your agents keep the calls that need a voice.
Everyone sees what concerns them
The Confirmer role reads orders, confirms them, cancels them, corrects them and replies on WhatsApp. It touches neither the cash desk, nor stock, nor the store settings. Assigning an order to somebody else requires an additional permission, reserved for managers.
None of these actions starts from the browser. Every status change goes through the server, which checks the right before writing — an agent cannot get around a rule by tampering with their page.
Frequently asked questions about the call center
Does Nawras place the calls for me?
No. Nawras opens the call on the agent's phone — a regular call or WhatsApp — and records the outcome. There is no telephony to subscribe to, no number to rent, and no minutes billed by Nawras.
What happens if two agents click “Call” at the same time?
The first one gets the call. The second sees “busy” along with their colleague's name, and cannot override it: this is not a warning you can dismiss, it is the server refusing.
And if an agent closes the browser mid-call?
The order releases itself in under two minutes. The lock is held by a signal sent every 30 seconds; as soon as that signal stops, the lock expires. Nobody has to step in.
How many attempts before giving up on an order?
You decide: from 2 to 10 attempts, with a grace period of 15 minutes to 24 hours before automatic cancellation — which is off by default. Past ten “no answer” outcomes, the system stops on its own.
Do I need a separate call center software?
No. The calling desk is inside the order record: the agent sees the cart, the address and the customer's history while talking, and logs the outcome without changing screen.
The call center is only one step
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