consumer services
Build Return Assistance Voice AI Agent
Handle product returns with a voice AI agent that guides customers through eligibility checks, label creation, exchanges, and refund status. Start building in Mission Control with usage-based pricing.
introduction
What this voice AI agent does
Build a voice AI agent that automates your returns process with Telnyx. This agent handles inbound calls from customers who need to return or exchange products, walking them through eligibility checks, return label creation, exchange options, and refund status updates without waiting for a live agent.
The return agent integrates with your order management system to pull purchase history, verify return windows, and apply your return policies consistently on every call. It can escalate complex cases to a human agent when policy exceptions, damaged goods, or high-value refunds require review.
There is no exact Mission Control returns template today. Order Status Checker and Multi-Department Router are related support patterns you can adapt, but a full returns agent should be built as a custom workflow.
features
Core components of the Return Assistance agent
Order lookup
Finds the customer order by order number, phone number, or email before discussing return options.
Eligibility checks
Applies return windows, product condition rules, final-sale policies, and exchange rules consistently.
Label and refund workflow and exception routing
Creates a return label, explains exchange options, or shares refund timing based on your policy. Transfers damaged goods, missing items, high-value refunds, and policy exceptions to a human team.
how to
Build and deploy your agent in 5 easy steps
Use this workflow to build a custom returns agent in Mission Control.
time
5-7 minutes
pre-requisites
A Telnyx account, a phone number, and access to your order or returns system.
Step 1 of 5
1. Create the agent
Open Mission Control, go to AI Assistants, and create a new agent from Blank or adapt Order Status Checker for order lookup.
2. Add return policy instructions
Define return windows, exchange rules, refund timing, and what the agent must not promise.
3. Connect order and return tools
Add webhooks for order lookup, return eligibility, label creation, refund status, and ticket creation.
4. Configure exception handling
Transfer damaged item claims, missing packages, fraud concerns, or policy exceptions to the right team.
5. Assign a phone number and test
Assign a Telnyx number and test eligible returns, ineligible returns, exchange requests, and escalation paths.
tips and insights
Return Assistance voice AI best practices
Keep policy language specific
The agent should quote your actual policy, not generic return terms.
The agent should quote your actual policy, not generic return terms.
Confirm before creating labels
Have the agent read back the item, order, and return reason before creating a label or ticket.
Have the agent read back the item, order, and return reason before creating a label or ticket.
Use SMS for next steps
Send return labels, tracking links, or refund reference numbers by text when appropriate.
Send return labels, tracking links, or refund reference numbers by text when appropriate.
