Overview

Zitena is a Turkish-speaking voice AI assistant for online stores. It answers your store’s phone, answers product questions, tells customers where their order is, turns requests such as an address change or a return into tracked requests, and hands the call to your team when needed. The same assistant can also call customers for purposes you define: complaint follow-ups, abandoned carts, or a callback you promised.

The assistant answers calls from your phone line, takes its answers from your store data and reports the outcome to the console and to your own systems.

What the assistant does

On inbound calls

• Finds the orders that match the caller’s number and tells the status, carrier and tracking number. It asks callers whose number is not on file for the order number and a verification detail. Order lookup →
• Evaluates address or delivery changes, urgent shipping, cancellations, returns and invoice changes against your company’s rules and opens a request. Where allowed, it can apply address changes and cancellations directly on your site. Requests →
• Transfers the call to your team by rule when the customer asks for an agent or the topic requires it; outside working hours it opens an automatic callback. Transfers →
• Suggests products from the catalog, and can build a cart on the phone and send the checkout link by SMS.

On outbound calls

• Calls customers for purpose-based requests coming from the console, a button embedded in your admin, or the API. Before dialling it checks the do-not-call list, calling hours, quotas and, for commercial calls, İYS consent. Outbound →
• Records the outcome with a fixed dictionary of outcome codes; takes appointments or creates a rule-bound discount coupon when needed.

After every call

• The call is recorded (transcript, event log, optional audio recording), summarised and tagged against your topic tree. Analytics and topics →
• Events are sent to your systems as signed webhooks. Webhooks →

Channels

Channel	Code	Description
Inbound call	phone_in	Calls to your store number
Outbound call	phone_out	Purpose-based calls the assistant makes
Web	web	Browser test calls in the console

Note

Today the assistant speaks Turkish only. Besides Turkish numbers, global SIP providers let you use international numbers in E.164 format on your phone line.

The pieces

• Console: the web panel where you manage assistants, calls, requests, orders and settings. Console →
• Phone line: your own SIP provider (NetGSM, Verimor, Twilio…). Phone providers →
• Store data: a WooCommerce or Shopify connection, an XML/CSV data feed, the Data API, or a file upload. E-commerce →
• Plan: decides which features are on and the limits. A feature that is off does not appear in the console and returns 404 in the API. Plans →

Next step

Key concepts collects the terms used throughout these docs.