After-Hours Order Help
An Aura AI voice agent answers when your team is off and handles the common calls: order changes, cancellations, sizing questions and where an order is.
Retail and e-commerce
Order help that answers after hours
An Aura AI voice agent for order changes, sizing, cancellations and where an order is, plus Flare SMS and Nova PBX queues, on the SIPSTACK platform.
The challenge
Customers call when your team has gone home
Order questions do not keep business hours, and the busiest weeks are the hardest to staff.
“Where Is My Order?” at Midnight
Customers shop and call when your team has gone home. Most calls are the same few questions, and each one left unanswered becomes an email, a chargeback or a lost customer.
Changes That Cannot Wait
A customer who ordered the wrong size at 11 PM wants it fixed before the order ships in the morning, not after.
Peaks Your Team Cannot Staff
Launches, sales and the holidays bring call spikes that a small support team cannot absorb, and hiring for a few busy weeks rarely pays.
The solution
Built for retailers and online stores
After-hours order help from Aura AI, texting with Flare SMS and call routing with Nova PBX.
Connected to Your Store
Connect your store systems through Aura AI connections or the SIPSTACK API, so the agent can look up an order instead of only taking a message.
Answers From Your Policies
Nova UltraGive the agent your size charts, shipping times and return policy in a knowledge base, and it answers from them, in your words.
A Person When It Matters
When a call needs your team, the agent hands it to a queue during business hours or takes the details for a callback, and the call summary is waiting in the morning.
Texting With Flare SMS
Send launch and restock campaigns to customers who opted in, and answer their replies from a two-way Flare SMS inbox on your business number.
Queues for Your Daytime Team
Nova PBX call queues and skills-based routing send order, returns and wholesale calls to the right people during the day.
Payments Stay in Your Checkout
Aura AI does not take card payments over the phone, and SIPSTACK does not hold a PCI DSS certification. Customers pay through your store’s checkout.
Also included
Read the call instead of replaying it
Call summaries and sentiment
Aura AI transcribes recorded calls, writes a short summary and scores the caller’s sentiment, so you can read a call instead of replaying it.
Included on Nova Ultra. On Core and Pro, turn it on and pay per call with Aura credits.
Group mailboxes
Shared voicemail boxes for a team, such as reception, billing or the on-call desk. They do not use a seat, and voicemail transcription is free on every plan.
Nova Core 2, Pro 5, Ultra 15 group mailboxes, plus 1 more for every 10 seats.
Executive Report
A daily, weekly and monthly call-performance report in Switchboard: answer rates, missed callers and calls by number. It can also arrive as a scheduled email, sent only to the people allowed to see reports.
Nova Pro and Ultra. An admin turns on the scheduled email.
How retailers use SIPSTACK
Online Stores
Order help around the clock
Your brand sells online across North America. Customers call about orders at every hour, and your support team works one time zone’s business day.
Key Benefits:
- Aura AI answers order-status, change and cancellation calls overnight
- Store systems connected through Aura AI connections or the API
- Call summaries ready for the team each morning
- Flare SMS campaigns for launches and restocks to opted-in customers
Multi-Store Retail Chains
Every store’s phone, one platform
Your chain runs stores in several regions plus an online shop. Each store needs its own number, and head office needs to see how the phones are doing.
Key Benefits:
- A number for each store, with its own hours and routing
- Aura AI covers the store lines after closing
- Executive Report shows answer rates and missed callers by number (Nova Pro and Ultra)
- Group mailboxes give each store a shared voicemail box
Seasonal Peaks
Absorb the spike without hiring for it
Your call volume jumps in the weeks around a launch or the holidays. Your team stays the same size.
Key Benefits:
- Send overflow calls to an Aura AI voice agent
- Queues keep the calls that need a person in order
- Pulse lets staff take calls on the business number from anywhere
See it in action
Products and plans
What you’ll use
Nova and Flare are the paid products. Aura AI, SARA, Switchboard and Pulse are included with every plan.
Products used
- Aura AIIncluded
AI voice agents that answer calls, plus transcripts, summaries and sentiment on your calls.
Learn about Aura AI - Flare SMSFrom $49/mo
Business texting from your numbers: two-way SMS and MMS in one inbox, with templates and auto-responders.
Learn about Flare SMS - Nova PBXFrom $19/user/mo
Your cloud phone system: numbers, extensions, call routing, voicemail and recording.
Learn about Nova PBX
Which plan fits your team?
Pick by company size. Every plan includes Aura AI and SARA.
- Startups: Nova Core or Nova Pro
- Small business: Nova Pro
- Mid-market: Nova Pro or Nova Ultra · book a demo for volume pricing
- Enterprise: Nova Ultra or Enterprise · book a demo for volume pricing
14-day trial on Nova Pro and Flare Pro. Card required; billing starts after day 14 unless you cancel.
Common questions about retail and e-commerce communications
Can Aura AI take payments over the phone?
No. Aura AI does not take card payments, and SIPSTACK has no card-capture feature for calls and does not hold a PCI DSS certification. Customers pay through your store’s checkout or your existing payment processor.
How does Aura AI know where an order is?
Connect your store systems through Aura AI connections or the SIPSTACK API, and the agent can look up an order while the customer is on the line. Without a connection, it takes the order number and the request so your team can follow up.
Can customers still reach a person?
Yes. You decide which calls go to Aura AI, for example only after hours or only when the queue is full. During business hours the agent can hand calls to a Nova PBX queue; after hours it takes the details for a callback.
What does an Aura AI voice agent cost?
Aura AI is included with paid Nova PBX plans. Voice-agent minutes are rated per minute, with a monthly allowance on Nova Pro and Ultra. See the pricing page for current rates.
Can we text our customers?
Yes, with their consent. Flare SMS sends campaigns to customers who opted in and gives your team a two-way inbox for replies. Customers can reply STOP to opt out.
Get started
Ready to answer order calls after hours?
Start your 14-day free trial today.
No long-term contract
14-Day free trial