What AI agents can a COD business run in Cashod?
A cash-on-delivery business can run three AI agents in Cashod: an AI WhatsApp agent that talks to your customers, automated order confirmation that confirms an order only when the customer clearly agrees, and an AI assistant for your team inside the dashboard. The safest way to adopt them is gradually: start with confirmation only on one store, tune the confidence threshold, watch what gets escalated to humans, and only then turn on upsell.
For the bigger picture of how AI is changing cash on delivery, read how AI is transforming COD e-commerce.
Agent 1: the AI WhatsApp agent for your customers
The AI WhatsApp agent answers your customers on WhatsApp on your behalf.
Confirmation only or full agent?
You choose between two modes:
- Confirmation only: the agent's job is to get a clear answer on the order, and nothing more.
- Full agent: confirmation plus upsell, objection handling, after-sales questions and open questions about your products.
Confirmation only is the right starting point for most stores: narrow scope, short conversations, easy to check.
Persona, languages and voice notes
You give the agent a persona: a name, a tone, and a gender so the grammar is right in languages where it matters, such as Arabic and French. It speaks Darija, Arabic, French, English and Spanish. That matters in Morocco, where one conversation can switch between Darija and French.
If your customers prefer audio, the agent can optionally reply with voice notes using ElevenLabs voices. Confirmation messages can go out as templates with one-tap buttons, or as free text.
Catalog knowledge and upsell
The agent answers from your indexed product catalog and from any datasets you attach, such as a delivery FAQ or a size guide. In full agent mode it can make an upsell offer, and it does so after the order is confirmed, so the extra offer never gets in the way of the confirmation itself.
Agent 2: how does automated order confirmation decide?
Automated confirmation is the rulebook that decides when a WhatsApp reply is enough to mark an order as confirmed.
The confidence threshold
Each reply is classified, and the order is confirmed automatically only when the customer clearly agrees and the confidence passes the threshold you set. The threshold is a value from 0 to 1, and the default is 0.8. A higher value means fewer automatic confirmations and more orders checked by a person.
Human fallback, and why cancellations stay human
When a reply is unclear, the agent does not guess. It can ask once more for a clear answer, and if the reply is still ambiguous, the order goes to a human. Cancellations are never automatic: even when a customer seems to say no, a person makes that call. An order confirmed by mistake can still be reviewed before it ships; an order cancelled by mistake is simply a lost sale.
Missed-call escalation
If your team confirms by phone first, missed-call escalation hands the confirmation to WhatsApp after a number of unanswered calls that you choose, from 1 to 10 (the default is 3).
Agent 3: the AI assistant for your team in the dashboard
The third agent does not talk to customers. It is a chat inside Cashod, called AI Chat, for you and your team. It has around 80 functions covering orders, products, inventory, purchase orders, customers, delivery, agents, analytics, ads, expenses and P&L.
It answers questions such as "what is our P&L this month?" and it can also act, always within the permissions of the person using it: update an order's status, confirmation or delivery info, add order notes, send orders to shipping one by one or in bulk, update stock, blacklist or unblacklist a customer, assign orders to agents, or trigger an integration sync.
It runs on Google Gemini 2.5 models by default, and you can bring your own API keys for OpenAI, Anthropic, Google, Groq or DeepSeek. The assistant is available on the Professional plan and above.
Prefer ChatGPT, Claude or Gemini?
Cashod also runs an MCP server, so AI assistants that support MCP connectors, such as Claude and ChatGPT, can work with your store after you sign in with your Cashod account. It is mostly read-only: 46 tools, 41 of which only read. The write tools send orders to delivery and send WhatsApp templates; they cannot confirm or cancel orders or edit products and stock. Follow the setup steps in Settings → AI Chat, and read the full walkthrough in connecting ChatGPT, Claude and Gemini to your COD store.
How do the three agents fit together?
- An order arrives from your store. If your team calls first and the customer does not pick up, missed-call escalation passes it to WhatsApp.
- The WhatsApp agent asks for confirmation. A clear yes above your threshold is confirmed automatically; anything unclear, and every cancellation, lands with a human.
- Your team uses the dashboard assistant to check what happened and act on it, for example "which orders are still pending confirmation?" or "send today's confirmed orders to shipping".
How should you roll out AI agents step by step?
- Pick one store. If you run several, start with the one whose products and customers you know best.
- Turn on confirmation only. Write the persona, choose the languages your customers use, and set up the confirmation template, with buttons if you want one-tap answers.
- Set the threshold. Start at the default of 0.8 or higher, and raise it if you see automatic confirmations you disagree with.
- Watch the escalations. For the first days, read the conversations that went to a human.
- Add missed-call escalation if your team calls first, and choose how many attempts happen before WhatsApp takes over.
- Feed it knowledge. Make sure the catalog is indexed and attach datasets for delivery times, sizes or returns.
- Only then enable upsell by switching to full agent mode, and consider voice notes if your customers respond better to audio.
Which guardrails should you keep?
- Let people own cancellations. The system never cancels on its own; make sure someone on your team reviews those orders every day.
- Prefer a high threshold to a low one. An extra human check costs a little time; a false confirmation costs a delivery attempt.
- Check roles before enabling the dashboard assistant. It acts with each user's permissions, so those permissions should match what each person is allowed to do.
- Keep your catalog current. The WhatsApp agent answers from it, so wrong prices or descriptions there become wrong answers.
Frequently asked questions
Can the AI agent cancel an order?
No. Cancellations are never automatic in Cashod; a person always decides.
Which plan includes the dashboard AI assistant?
The AI assistant inside the dashboard is available on the Professional plan and above.
Does AI replace my confirmation team?
No. It handles the clear cases; unclear replies and every cancellation still go to your team.
Get started
Compare plans on the pricing page and begin with confirmation only on one store. The Intermediate and Professional plans come with a 7-day free trial.
