Yes, if your store has Express or Super Fast services turned on. Voice offers the faster options when they fit, works out the available delivery dates, and states any extra charge before the customer confirms. It checks your live route capacity to avoid overbooking, and only offers services your store provides.

Yes. Voice checks your live route capacity for open slots and updates the date during the call.

Yes. Voice confirms the order belongs to the caller, offers the delivery days and times on their route, and quotes the route’s delivery fee before it makes the change. CleanCloud then notifies the customer and adds a note to the order. Item prices stay the same.

This works when:

No. Voice finds the account by phone number and looks up the orders itself. If the customer has more than one active order, Voice asks which one they mean. If Voice mishears an order number, it reads it back to confirm.

No. Voice sends your team a callback request with the order details, so a team member can follow up.

Yes, with CleanCloud Pay or Clearent, but Voice only charges a payment method already saved on the customer’s account. It never asks for or takes a new card number over the phone.

If the customer has no saved card:

Yes, if your account has SMS credits. Voice can text a secure link to save a card, an order ID, or your store address. It only texts the number on the customer’s account, never the number they’re calling from.

Voice answers all of them at once. Each call is handled separately, so you don’t miss calls during busy periods.

No. You choose how calls reach Voice. Most stores use one of these:

To set this up, see How to set up Voice and route calls.

Each store needs its own Voice agent and phone number, so Voice uses the right schedules, prices, services and customers. If you use a shared phone system such as Aircall or RingCentral, you can add a menu (for example, “Press 1 for New York, press 2 for London”) that sends the caller to the right store’s Voice number.

Voice slows down and acknowledges how the customer feels. If a caller uses abusive language, Voice gives a firm warning. If the customer asks for a person, Voice first asks what they need and offers to help. If they still want a person, it arranges a callback and sends your team a call summary, so the customer doesn’t have to repeat themselves. Voice can’t transfer calls or put customers on hold.

For a serious problem, such as missing items, a billing mistake or a bad experience, Voice responds with sympathy, without admitting fault or guessing. It adds an urgent priority marker to the call summary so your team can act first.

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

Yes. Once Voice has verified the caller’s account, it can check their recent messages. So if a customer mentions a text they received, Voice can follow along. Voice uses internal notes for context only and never reads them out.

No. Before creating an account, Voice searches for the caller’s phone number, with or without the country code. If a customer reads out their number in parts, Voice waits until they finish before searching.

No. Your store’s information is never used to train public AI models. Calls and AI interactions are encrypted with AES-256.

Yes. Voice speaks more than 90 languages. It detects the customer’s language and continues the call in it. It also understands regional dialects, such as Quebec French and Parisian French. See the full list of languages at the end of this article.

Voice starts in your store’s local language, based on your country and city. In bilingual areas such as Belgium, Voice asks the caller which language they prefer. In Canada, stores in Québec start in French and stores elsewhere start in English. Voice switches to French as soon as the caller speaks it.

It matches your store’s region: American in the US, British in the UK and Australian in Australia.

Voice keeps trying to understand the caller and doesn’t end a call because of poor audio. It ends a call only after long silence, a system error or when it detects a spam call.

Voice answers questions about your store from your Knowledge Base. On Grow and Grow+ plans, Voice uses the content you already have. On Lite and Pro plans, our team turns on the Knowledge Base when Voice is activated.

Voice uses your Knowledge Base price list first when it quotes prices, so check that the right price list is selected. It also checks the Knowledge Base before telling a customer you don’t offer a service.

Add things only you know, such as your lost item policy, parking, or answers to specific questions. Leave out store hours, prices, turnaround times and route schedules, because Voice reads those live from your settings. Also leave out instructions about tone or language, because Voice already handles both.

Voice is an add-on to your CleanCloud subscription for $59 per month per store. It includes a dedicated Voice phone number and 300 minutes (5 hours) of call time each month. An order takes about 1.5 minutes on average, so 300 minutes covers hundreds of orders and questions.

For turning Voice on and what happens past 300 minutes, see How to set up Voice and route calls.