# AI order confirmation calls > How the agent will confirm orders by calling the customer on WhatsApp — the opt-in for new leads, the manual fallback, and what the AI will and will not handle. - Source: https://support.unifunl.io/en/help/orders/ai-confirmation-calls - Category: Orders (`orders`) - Language: en - Updated: 2026-09-17 --- > **Not yet available.** This feature is still in development and is not in your dashboard today. It is documented here in advance so the workflow is understood before it launches. Nothing on this page describes a setting you can change right now. Confirming orders by phone is the tax every merchant here pays. Someone works down the list, calls each customer, reaches half of them, and leaves the rest for tomorrow. **AI order confirmation calls** will take the first pass at that list: the agent calls the customer on WhatsApp, confirms the order, and hands you back only what it could not settle. ## How it will work Once the feature is activated on your workspace: 1. **An order is received** on the platform, from any channel. 2. **The customer's phone number and order details are picked up automatically** — you will not be assembling a call list. 3. **What happens next depends on who the customer is**, which is the one part worth understanding properly. See below. 4. **The AI calls the customer on WhatsApp** and confirms the order. 5. **If the customer does not answer**, the order returns to you and you call them yourself — still from inside the platform, the way you do today. ## New leads and existing clients The two cases are deliberately not the same, and the difference is consent. | Who | What happens | | --- | --- | | **A new lead** | A confirmation template message is sent **first**, asking whether they accept to receive a confirmation call. The call only follows if they accept. | | **An existing client** | The AI can call directly, with no prior opt-in. | > **The opt-in is not a formality, it is what protects your number.** A first call to someone who has never spoken to you is the one most likely to be reported, and reports are what get a WhatsApp number restricted. Asking first costs one templated message and keeps the channel you depend on. ## What the AI will handle For this first version the AI is deliberately narrow: **simple cases, such as confirming an order**. Anything beyond that scope is escalated to a human. That boundary is the point rather than a limitation. A confirmation call has one question in it — *is this order correct, yes or no* — and that is a call an AI can carry without embarrassing you. A customer who answers by changing their address, adding an item, disputing a price or asking when the courier arrives has left the script, and the conversation comes to your team. See [Escalation](https://support.unifunl.io/en/help/inbox/escalation). ## What will not change Your side of the work stays where it is. Orders keep the same [statuses](https://support.unifunl.io/en/help/orders/order-detail-and-statuses), the same list, the same filters. The confirmation call is a step before you touch the order, not a replacement for the order screen. When the call does not land, you get the order back exactly as you would have had it — the manual process is the fallback, not a separate workflow. ## FAQ and troubleshooting ### When can I turn this on? There is no date yet. The feature is in development, and this article will be updated with the setup steps when it ships. ### Will it call every customer? An existing client can be called directly. A new lead is asked first by template message and is only called if they accept. ### What happens if the customer does not pick up? The order comes back to you for a manual call, from within the platform. ### Can the AI take a new order over the phone? No. The first version is scoped to confirming an order that already exists. Anything else is escalated to a person. ### Does it use my WhatsApp number? Yes — the calls go over WhatsApp, which is why the connection and its health matter. See [WhatsApp Business](https://support.unifunl.io/en/help/channels-integrations/whatsapp-business). ## What's next? While you wait, the order screen is where confirmation work happens today. [Order detail and statuses](https://support.unifunl.io/en/help/orders/order-detail-and-statuses) ## Related articles - [Order detail and statuses](https://support.unifunl.io/en/help/orders/order-detail-and-statuses.md): Open a single order, change its status, and understand what Pending, Processing, Completed and Cancelled each mean. - [Orders list](https://support.unifunl.io/en/help/orders/orders-list.md): Every sale the agent generated, with its status, its source and whether it reached your store. Includes filters, export and analytics. - [WhatsApp Business](https://support.unifunl.io/en/help/channels-integrations/whatsapp-business.md): Connect the WhatsApp Business Platform, understand message templates, and find your daily sending limit. - [Escalation](https://support.unifunl.io/en/help/inbox/escalation.md): What happens when the agent hands a conversation to a human — the yellow note, the silent agent, and how to pick it up.