Who Is Voice?
Every call is answered by Grace, your AI phone assistant.
Grace was designed to feel natural from the very first conversation. She speaks in a warm, clear, and conversational voice, creating an experience that feels more like talking to a member of your team than navigating a traditional phone system. She introduces herself by name at the start of every call.
Grace speaks with an accent that matches your store's region: American for US stores, British for UK stores and Australian for Australian stores. She opens each call in your store's local language, and when a customer speaks another language, Grace switches to it and responds using natural regional accents and dialects for a more familiar experience.
Purpose-built for the laundry and dry cleaning industry, Grace already understands your services, common customer questions, and day-to-day workflows. From answering enquiries and booking pickups to checking order statuses, she’s ready to help from the moment Voice is activated.
Voice In Action
What Can Voice Do?
Voice lives directly inside CleanCloud, meaning it can read your data, understands your schedule, and handles everything instantly. Out of the box, Voice is programmed to automatically handle the following tasks:
Schedule Pickups & Place Orders: Voice can onboard brand new customers (including checking if their address is within your service route), book pickups, offer express delivery upgrades, or even look up an existing customer's history to quickly reorder their "usual". Voice only offers the pickup days for the customer's own route, bills orders against the correct price list for their area, and checks for an existing account before creating a new one. Orders placed by Voice follow your store's auto-accept setting, just like your other pickup and delivery orders.
Check Order Statuses: Customers can call in to find out exactly where their laundry is. Voice looks up the account via phone number, so customers don't need their order number, and provides real-time status updates. It tells customers when an order is ready using "today" and "tomorrow" in your store's local time, and if a delivery is running late, Voice apologises and arranges a callback from your team.
Switch In-Store Orders to Delivery: Customers who dropped an order off in store can call to have it delivered instead. Voice offers the delivery days on their route, applies your route's delivery fee and notifies the customer of the change.
Process Payments: Voice can securely charge a customer's saved card on file for orders that are on the ready page. This is available for stores using CleanCloud Pay or Clearent.
Provide Item Pricing: Voice quotes prices from your store's product list for anything not covered there.
Manage Subscriptions: Voice can check if a customer has an active plan and tell them how many items they have left for the month, or pitch available plans and sign up a new subscriber on the spot.
Reschedule Dates: If a customer needs to change or push back their pickup or delivery dates, Voice can adjust the schedule seamlessly.
Save Driver Instructions: If a customer gives access details such as a door code or "call before arrival", Voice saves them to the customer's profile for every future order, or adds them to the notes of a single order.
Answer Store Questions: Using your existing Knowledge Base, Voice can accurately answer general questions about your store, and checks it before telling a customer you don't offer a service.
Every Call, Captured
The work doesn’t stop when the customer hangs up. Every interaction handled by Voice is securely logged and easily accessible within the Customer CRM. Since Voice interacts with your customers just like a member of staff would, it makes sense for these conversations to live alongside your existing customer communications.
Calls handled by Voice will appear in the inbox with a summary of what was discussed, along with any actions that may require follow-up from your team if Voice was unable to fully assist the customer. See an example below.
Voice Pricing and Activation
Voice is an optional add-on to your CleanCloud subscription. This means you will be charged for voice usage along with your regular CleanCloud subscription. Voice pricing and availability is as follows:
Country | Limits | Pricing |
United States | 300 Minutes | $59 USD |
Canada | 300 Minutes | $59 USD |
United Kingdom | 300 Minutes | £45+VAT |
Australia | 300 Minutes | $AUD 85 |
Overages are charged at 0.10 per min
SMS Messages from Voice
Voice can send SMS messages to customers during a phone call when it determines that receiving the information by text would provide a better experience or offer a more secure way of sharing sensitive information.
When Voice sends an SMS, it uses one SMS credit from your account. Your remaining SMS credits can be viewed in Settings > Notifications. Voice only offers to text when you have SMS credits available, and texts are only ever sent to the phone number on the customer's account, never the number they are calling from.
Voice only sends text messages in specific situations where they are beneficial, such as:
Store Location
If a customer asks, “Where is the store located?”, reading a full address over the phone is often inconvenient and difficult to remember.
Instead, Voice will send the store’s address by SMS, allowing the customer to easily open it in their preferred maps application for directions.
Saving a Customer’s Card
For stores using CleanCloud Pay, when a customer wants to save a payment card to their account, Voice will send them a secure SMS containing a temporary link to an online card registration form.
Voice also sends this link automatically when it creates a new account for a first-time caller, as they will usually need a card on file to pay for their order. It will offer the link when a customer without a saved card places an order or asks about an unpaid order.
This link is unique to the customer, expires automatically, and has been designed with multiple security safeguards to ensure card details can be added safely. Voice never collects or stores card information directly during the phone call.
How to Enable Voice
Click the three lines in the top left and click Admin
Select Store Settings > Store Info
Once here click Manage Subscription
Voice will be in the list of Extra Services, and can be enabled directly here
For more information about Voice charges please contact [email protected]
Contacting Support about Voice
If you believe you’ve found a bug, or need to speak with our support team about a call handled by Voice, please include the following information:
The date and time of the call.
The call summary copied and pasted from your Inbox, so we can quickly locate the call log.
A brief description of what you believe went wrong during the call.
Providing these details helps our team investigate the issue as quickly as possible.
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