Yes. If your store has Express or Super Fast services enabled in CleanCloud, Voice can automatically offer these faster turnaround options to customers when appropriate. Voice will calculate available delivery dates, explain expedited service options, clearly communicate any additional charges before confirming the customer’s selection, and use the live capacity data of your routes to prevent overbooking. Voice only offers services your store actually provides.

Absolutely. If a customer calls to reschedule, Voice will check your live route capacity to see if open slots are available and immediately update the date for the customer.

Yes. If a customer has dropped off an order in store and would rather have it delivered, Voice can switch it to a delivery order. Voice confirms the order belongs to the caller, offers the delivery days and times available on their route, and quotes your route's delivery fee before making the change. CleanCloud then notifies the customer and a note is added to the order.

This is available when your store offers delivery, the customer has an address on their account and the order hasn't been collected yet. Item prices on the order stay the same.

No. Once Voice finds the customer's account by phone number, it can look up their orders directly. If they have more than one active order, Voice will ask which one they're calling about. If an order number is misheard, Voice reads it back to the customer to confirm it.

No. Cancellations are passed to your team. Voice will arrange an Echo callback with the order details so a member of staff can follow up.

Voice can securely process payments for orders through CleanCloud Pay or Clearent, but it will only charge a payment method that is already securely stored on the customer’s account. For security and compliance reasons, Voice will never ask for, collect, or process a new credit card number over the phone.

For stores using CleanCloud Pay, Voice can instead text the customer a secure link to save their card to their account. Voice sends this link automatically when it creates a new account for a first-time caller, and offers it when a customer without a saved card places an order or asks about an unpaid order. Stores using Clearent can direct customers to their website or app to add a card.

Yes. Provided you have SMS credit on your account, Voice can send text messages to customers. This includes sending a secure link to save card information, texting an order ID, or texting store address details so the customer doesn't have to write them down during the call. Texts are only sent to the phone number on the customer's account, never the number they are calling from.

Voice can handle multiple calls simultaneously without issue. To the AI, every concurrent caller is simply a new task, ensuring you never miss an opportunity even during peak rush hours.

No, you are completely in control of how Voice routes your calls. We typically see stores use one of three main routing strategies:

To ensure Voice has access to the correct schedules, pricing, services, and customer data, a dedicated Voice agent and phone number are currently required for each store location. However, if you use a centralized VoIP system (like Aircall or RingCentral), you can set up a routing menu (e.g., "Dial 1 for New York, Dial 2 for London") that directs the caller to the appropriate store's Voice agent.

Customer service can be unpredictable, but Voice is trained to handle tense situations professionally. If a customer seems frustrated, Voice drops its upbeat tone, slows down and acknowledges how they feel. If a caller uses abusive language, Voice issues a firm warning.

If a customer asks for a person, Voice first finds out what they need and offers to help, as it can handle most requests itself. If they still want to speak to someone, Voice arranges a callback and sends a briefed call summary to the CleanCloud inbox, so the customer doesn't have to repeat themselves when a staff member calls them back. Voice cannot transfer calls or put customers on hold.

Voice has the ability to rank situations by urgency. If a customer reports a severe issue—such as missing items, billing mishaps, or a terrible experience—Voice responds with sympathy without admitting fault or speculating, and flags the call summary in CleanCloud with an urgent priority marker so your team can address it immediately.

If a customer calls about a delivery whose window has already passed, Voice apologises, explains the driver may be running behind and arranges a callback from your team.

Yes. Once a caller's account is verified, Voice can check their recent messages, so it can help if a customer mentions a text they received or something discussed earlier. Internal notes are used for context only and are never read out to the customer.

No. Before creating a new account, Voice checks for an existing account using the caller's phone number, including numbers given with or without the country code. If a customer reads their number out in chunks, Voice waits until they've finished before looking it up.

Voice is trained to recognize unsolicited sales calls. If Voice identifies a spam caller, it will simply end the line and log the attempt. For calls with complete silence or heavy breathing, Voice will wait for a maximum of 4 to 7 minutes before automatically hanging up to protect your monthly call minutes.

No. We believe your store's private knowledge should never be used to train public AI models. All calls and AI interactions are protected with AES 256 encryption (industry-standard, bank-level security).

Voice currently supports more than 70 languages (1) and can automatically detect the customer’s language, seamlessly continuing the conversation in that language. Even better, Voice understands specific regional dialects (such as Quebec French vs. Parisian French, or Jamaican Patois) and responds accordingly.

Voice opens each call in your store's local language, based on the country and city your store is in. In bilingual areas such as Belgium, Voice asks the caller which language they would prefer before continuing.

In Canada, stores in Québec open in French and stores elsewhere open in English. Voice switches to French as soon as the caller speaks it.

Voice adapts to the region of your store. If your store is in the US, Grace will have an American accent; in the UK, a British accent; and in Australia, an Australian accent.

Voice is designed to be an exceptionally capable listener and will make every effort to understand the caller, even in less-than-ideal conditions. It does not end calls simply because of poor audio quality. It only terminates calls if there is extended silence, a critical system error, or if a spam call is detected.

Voice connects directly to your CleanCloud Knowledge Base to answer specific questions about your business. For Grow and Grow+ plans, Voice automatically uses the content you've already created. For Lite and Pro customers, the Knowledge Base feature is unlocked by our team when Voice is activated.

Voice uses your Knowledge Base price table as its first source when quoting prices, so make sure the correct price list is selected in your Knowledge Base. Voice also checks your Knowledge Base before telling a customer you don't offer a service.

Voice is available as an add-on to your existing CleanCloud subscription for $59 per month, per store location. This includes a dedicated Voice phone number and 300 minutes (5 hours) of AI call time per month. Because Voice executes tasks like placing orders in a fraction of the time it takes a human (averaging 1.5 minutes per order), this 300-minute limit is more than enough capacity for hundreds of automated orders and inquiries each month.

(1) Available Languages Voice Is able to Speak
Afrikaans, Akan, Albanian, Amharic, Arabic, Armenian, Assamese, Azerbaijani, Basque, Belarusian, Bengali, Bosnian, Bulgarian, Burmese, Catalan, Cebuano, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Faroese, Filipino, Finnish, French, Galician, Georgian, German, Greek, Gujarati, Hausa, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Kannada, Kazakh, Khmer, Kinyarwanda, Korean, Kurdish, Kyrgyz, Lao, Latvian, Lithuanian, Macedonian, Malay, Malayalam, Maltese, Maori, Marathi, Mongolian, Nepali, Norwegian, Odia, Oromo, Pashto, Persian, Polish, Portuguese, Punjabi, Quechua, Romanian, Romansh, Russian, Serbian, Sindhi, Sinhala, Slovak, Slovenian, Somali, Southern Sotho, Spanish, Swahili, Swedish, Tajik, Tamil, Telugu, Thai, Tswana, Turkish, Turkmen, Ukrainian, Urdu, Uzbek, Vietnamese, Welsh, Western Frisian, Wolof, Yiddish, Yoruba, Zulu