Your store is selling and the calls stack up: where's my order, can I return this, do you have this size in Riyadh? The Saut Najdi agent answers every one from your own policies and branch information, and captures anything that needs following up — delivered to your team with the transcript attached.
The calls you're missing
The same six questions repeat dozens of times a day. Most don't need an employee — they need a fast, correct answer.
Where is my order?
I ordered three days ago — where has it got to?
Could I have the order number… noted. Shipping normally takes two to five working days, and customer service will come back to you today with an exact update.
It doesn't open your store system — it answers instantly and routes the order number to your team.
Returns and exchanges
The shoes I bought don't fit — can I return them?
Yes. Returns are accepted within 14 days with the item in its box, refunded to the same payment method. Shall I log a return request?
Retail's most common question, answered in your policy's exact wording.
Is it in stock at a branch
Do you have the blue shirt in size L at Olaya?
Olaya is open until 11 tonight. Whether that size is on the shelf needs someone to check — shall I log it so the branch calls you back?
It never pretends to see your stock. It says so, and routes the enquiry with enough detail.
Branch hours
Is the Khobar branch open today? Until when?
Open from 10 in the morning until 11 at night, and after prayers on Friday. Shall I give you the nearest landmark?
A simple question asked hundreds of times a month that eats your team's hours.
Offers and conditions
Is the bag offer still running? Does it cover all models?
It runs to the end of the month and applies to the classic models only — the limited edition isn't included.
A half-explained offer becomes an argument at the till.
A damaged item
It arrived broken and I want to speak to someone in charge.
I'm sorry about that. I'm putting you through to customer service — with your order number and everything you've described.
A request for a human transfers immediately, with the story attached.
Illustrative dialogue — not a real recording.
A clear boundary
No. It doesn't log into your store platform or your courier's, so it can't fetch a live shipment status. What it does: answer on the first ring, and answer every policy, branch and offer question in the wording you approved.
When a question genuinely needs the system open — “where exactly is my shipment?” — it takes the order number and the customer's details and logs a follow-up for your team with the transcript. Your employee replies once, from complete information.
What the agent handles
It answers on the first ring on returns, shipping, warranty, branch hours, offers and payment — from your own policies. Anything needing follow-up it captures for your team.
Calls all arrive in the same hours, and any promotion doubles them. It answers on the first ring — no voicemail, no hold.
Returns, exchanges, warranty, shipping fees and timeframes, payment methods, tax invoices. In your wording, with nothing promised you can't honour.
Each branch's hours and location, its Friday, Ramadan and holiday hours, and the services it offers. “Are you open now?” gets a correct answer at any hour.
Order number, name and number, exactly what the problem is. It reaches your team organised, with transcript and summary.
Najdi, Hijazi and Levantine Arabic plus English, switching by what it hears. Choose a male or female voice — or your own brand voice, depending on your plan.
A returning caller is recognised and greeted by name, with their previous interactions known. Nobody explains themselves twice.
What goes to a human
Four situations transfer straight away: a request for a person, a complaint or damaged item, refunds, and wholesale requests. You set the rules from the dashboard.
“I want to speak to someone” is never argued with. It transfers at once — an iron law across the platform.
Broken, missing a part, or a week late. It apologises, captures the order number, and transfers with the full transcript so your employee starts with the fix.
Refunds, billing errors, and any cancellation or change before dispatch go to your employee immediately. The agent never takes card details and never says the change is done.
A large quantity or an invoice in a company's name is sales, not service. It captures the essentials and passes them to your sales team.
Your employee inherits the escalation reason, the full transcript, an Arabic summary and the customer's history — read how escalation works. Your team can also follow a live call, listen in, and take it over in one click.
Your knowledge base
The more clearly your policies are written, the fewer calls need an employee. Upload files or write question-and-answer pairs, and check every answer in the test chat before publishing. These matter most:
The window, the conditions, and the exclusions: discounted items, limited editions, personalised goods. How the refund is returned and how long it takes.
Your couriers, timeframes inside and outside the city, fees, the free-shipping threshold, and in-branch pickup.
Exactly what the agent should say: the normal timeframe, what each tracking status means, and what it must collect before the enquiry reaches your team.
Addresses and hours, exceptional Ramadan and holiday hours, services at each branch, and which branches accept returns.
Categories and the sizes you normally carry, current offers with their conditions and end dates, and your loyalty programme if you have one.
Payment methods, instalment options and with whom, how a tax invoice is requested, and your policy when a wrong price is displayed.
Start with returns, shipping and branch hours — those three alone cover most of your calls — then add each week from your own call log.
After the call
Every call is kept in your dashboard with its recording, transcript and Arabic summary. The dashboard also shows your own numbers — call volume, the share the agent handled end to end, average duration — with CSV and PDF export.
Listen to any call, see where the agent chose to hand over, and adjust its wording if it doesn't sound like your brand.
Their history with you in one place. Your employee knows before answering whether this person has called three times about the same thing.
Tag calls “return” or “late shipment”, and let your team star-rate them. A month later you know what to fix in your policies.
An agent persona built for store customer service, scenarios for returns, shipping, order status and branch availability, ready escalation rules, and a knowledge-base skeleton you fill with your own information.
More than one brand? Each gets its own agent with its own knowledge base and escalation rules, and your team's permissions split the same way.
How setup and the test-chat check before publishing work is on the agent builder page.
No — it doesn't log into your store platform or your courier's. It answers instantly with the normal timeframe, and captures the order number and full enquiry for your team with the transcript.
The text channels — WhatsApp, Telegram and website chat — land in one shared team inbox, and automatic replies answer from your knowledge base depending on your account's configuration.
Yes. Each branch has its location, hours and services in your knowledge base, and the agent asks which branch the customer means before answering.
It apologises and escalates immediately, carrying the transcript, the summary and the customer's history. An explicit request for a person is never negotiated.
Yes. Every call has its recording, transcript and summary, your team can rate and tag it, and they can follow a live call and take it over when it needs them.
Book an intro demo — we look at your call volume and your most common questions, and we build the template, knowledge base and escalation rules for you. There's no self-signup.
A 30-minute intro demo — we show you the platform live and answer your questions.
