Overview
Twilio voice approvals for refunds
Lumtry uses Twilio to place voice approval calls to US phone numbers, with Telnyx as the backup. You do not need a Twilio account. When a held refund needs a fast answer, Lumtry calls your approver, checks their PIN, reads a short summary and takes approve or deny on the keypad.
Overview
What it does
- Calls an approver when a held refund meets your amount threshold or is flagged high risk.
- Checks the approver's personal PIN before reading a short case summary and taking a keypad decision.
- Stops calling as soon as the case is decided in the dashboard or Slack.
Setup
Set it up
Add voice approvals
Voice approvals are an add-on on Starter and Growth and included on Scale, with a fee for each approval call sequence. They are not available on Free.
Set the triggers
In Settings, open Voice approvals and choose an amount threshold, the high-risk trigger, or both, plus your calling hours.
Build the call roster
Add up to ten approvers in the order they should be called.
Verify each phone
Each approver verifies their own US number with a code call, accepts the consent notice and sets a PIN.
Data
What Lumtry reads
- Call progress from the carrier: ringing, answered, voicemail and hang up.
- The approver's keypad input: their PIN, then 1 to approve, 2 to deny, 9 to repeat or 0 to decide in the dashboard.
- Nothing from your own telephony accounts. The calls run on numbers Lumtry operates.
What Lumtry writes
- An outbound call with a spoken summary: workspace, amount, order reference and reason. Never the shopper's name, contact or payment details.
- The call attempt and its result on the case's audit trail. Calls are never recorded and no text messages are sent.
FAQ
Frequently asked questions
Do I need my own Twilio account?
No. Lumtry operates the Twilio and Telnyx accounts and the caller numbers. You enable the add-on and verify your approvers' phones.
Can someone who picks up the phone approve a refund?
Only the approver on the roster, after entering their own PIN on that call. Three wrong PINs end the call, and repeated failures suspend that approver's voice channel until they verify again.
What if the case was already decided elsewhere?
The keypress is a decision intent. Lumtry re-checks the case first, and if it was decided in the dashboard or Slack the caller hears that no changes were made.
Which numbers can Lumtry call?
US and Canadian numbers only. Twilio places calls to US numbers, Telnyx to Canadian numbers, and each backs the other if a call is rejected.
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