In a cash-on-delivery (COD) business, many orders never become real deliveries β wrong numbers, duplicates, or customers who change their mind. The Confirmation Center is where your team calls each new order to confirm it before it ships, cutting returns and wasted delivery costs. Open it at https://v2.egrow.com/centers/confirmation.
Its real power is in the settings β so this guide covers both how agents use it and, in detail, how to configure every option.
How agents use it
New orders arrive in the Confirmation Center as a queue. An agent opens an order, calls the customer with built-in VoIP (so the call and its result are logged automatically), verifies the details, and records the call's status/outcome. What happens to the order next is decided entirely by the rules you set below.
Configuring the Confirmation Center
Open Settings → Centers → Confirmation at https://v2.egrow.com/settings/centers/confirmation. It has two parts β Status Mapping and General Settings β and a Save changes button. Here is every option.
Status Mapping
“Map each call status to a pipeline stage. Statuses with retry will automatically re-queue orders.” For each call status (Confirmed, No answer, Cancelled, Busy, and so on) you set:
- Stage β the order stage this status moves the order to (for example, Confirmed → a ready-to-ship stage).
- Retryable β turn on for statuses that should be tried again (like No answer); leave off for final ones (like Cancelled). Retryable statuses automatically re-queue the order.
- Retries β how many times to retry before giving up.
- Hours and Minutes β the wait between attempts, so the same customer isn't called back-to-back.
- Failure Stage β where the order goes once all retries are used without success, so un-confirmable orders never clog the queue.
General Settings
“Configure team access, order priority, and call recording preferences.”
- Confirmation Team β choose which team handles confirmations. Only its members receive confirmation work.
- Order Priority β the priority strategy that decides which order an agent is served next from the queue.
- Record Calls β “Require agents to record audio during confirmation calls.” Important to understand: this records through the agent's computer microphone and captures only the agent's side of the call β not the customer's audio. It's meant for quality checks and training (confirming the agent said the right things), not for capturing the customer. For it to work, use an external microphone or headset and allow the browser microphone permission.
- Reassign on Failed Call β “When a call fails (no answer, busy, etc.), reassign the order to another available member of the confirmation team,” so no order gets stuck with one agent.
Tip: set up your order stages first β Status Mapping points every outcome at a stage, so having your pipeline ready makes configuration fast and logical.
Who gets which orders
Beyond the confirmation team and Order Priority, fine-tune which agent receives which orders with order assignment rules.
Do less by hand β combine with automation & AI
An automation can send a WhatsApp confirmation message the instant an order arrives, and the AI Agent can confirm simple orders in chat β leaving your human agents for the calls that truly need a person.
What's next
Confirmed orders move on to shipping β see Shipping & Delivery to connect a carrier and send parcels.