How Discounts Work

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Overview

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Discount Types

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Applied Discount

• A first-time user discount
• A discount from a previous interaction

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Additional Discount

• The customer shows less interest in purchasing
• The customer mentions the price is too high
• The customer has concerns about the product
• The customer explicitly asks for more discount

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How It Works

1. Customer Asks About Discounts: When a customer asks about available discounts, the voice agent first mentions any applied discount already in their cart.
2. Customer Shows Hesitation: If the customer says they’re not ready to buy (because of the price, concerns about the product, or wanting a better deal), the agent offers the additional discount.
3. Discount Application Logic: The system applies the additional discount based on the applyAs setting:
   • additional: The new discount stacks on top of the existing one
   • override: The new discount replaces the existing one
4. Webhook Event: After the call ends, the create-order webhook event includes only the additional discount’s details (code and reason). The applied discount is already reflected in the cart.

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Discount Configuration

{
  "discount": {
    "code": "NEW_USER",
    "amount": "50",
    "type": "%tage",
    "applyAs": "additional"
  }
}

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Field Descriptions

• code (string): The discount code that will be applied (e.g., “NEW_USER”, “SAVE25”, “FLASH50”)
• amount (string): The discount value
  • For percentage discounts (%tage): A number between 0-100
  • For fixed discounts (fixed): A static amount in your currency
• type (string): The discount type
  • "%tage": Percentage-based discount (e.g., 25% off)
  • "fixed": Fixed amount discount (e.g., ₹500 off)
• applyAs (string): How the discount should be applied
  • "additional": Stack this discount on top of any existing applied discount
  • "override": Replace any existing applied discount with this one

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The applyAs Logic

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Additional Mode (applyAs: "additional")

• Product price: ₹1,000
• Applied discount: 10% (₹100 off), so the cart shows ₹900
• Additional discount offered: 25% (₹250 off the original price)
• Final price: ₹650 (both discounts apply: ₹1,000 - ₹100 - ₹250)

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Override Mode (applyAs: "override")

• Product price: ₹1,000
• Applied discount: 10% (₹100 off), so the cart shows ₹900
• Additional discount offered: 25% (₹250 off the original price)
• Final price: ₹750 (only the 25% discount applies: ₹1,000 - ₹250)

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Real-World Scenarios

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Scenario 1: Both Discounts Available (Additional Mode)

Customer: “Do you have any discounts?”
Agent: “Yes! You already have a 10% welcome discount applied to your cart with code WELCOME10.” Customer: “Hmm, the price is still a bit high for me.”
Agent: “I understand! Let me offer you an additional 25% discount with code EXTRA25. This will be applied on top of your current 10% discount, giving you even more savings!”

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Scenario 2: Both Discounts Available (Override Mode)

Customer: “Is there any discount on this?”
Agent: “Absolutely! You currently have a 10% discount applied with code WELCOME10.” Customer: “Can I get a better deal?”
Agent: “I can offer you a special 25% discount with code SPECIAL25. This will replace your current 10% discount, giving you a better overall saving!”

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Scenario 3: Only Applied Discount Available

Customer: “Are there any discounts?”
Agent: “Yes! You have a 15% discount already applied to your cart with code SAVE15.” Customer: “Can I get more discount?”
Agent: “I’m sorry, but the 15% discount with code SAVE15 is the best offer available for this product right now. It’s already a great deal!”

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Scenario 4: Only Additional Discount Available

Customer: “Do you have any offers right now?”
Agent: “Currently, there’s no discount applied to your cart.” Customer: “That’s too expensive. I’m not sure about this.”
Agent: “I completely understand! Let me help you with that. I can offer you an exclusive 50% discount with code FIRST50 to make this purchase more affordable!”

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Scenario 5: No Discounts Available

Customer: “Is there any discount on this item?”
Agent: “I’m sorry, but there are no discounts available for this product at the moment. However, it’s a premium quality item that offers great value!” Customer: “Can you give me any discount?”
Agent: “Unfortunately, I don’t have any discount codes to offer right now. But this product is worth the investment for its quality and features!”

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Webhook Event Details

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Webhook Payload Structure

{
  "orderId": "12345",
  "customerId": "67890",
  "discount": {
    "code": "EXTRA25",
    "reason": "Customer requested additional discount due to price concerns"
  }
  // ... other order details
}

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Important Notes

• code: The discount code that was offered during the call (only if an additional discount was provided)
• reason: An optional explanation of why the discount was offered (e.g., “Customer showed hesitation”, “Customer requested better deal”)

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Best Practices

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Choosing Additional vs Override

• Use additional when:
  • Running promotional campaigns where stacking is expected
  • Rewarding loyal customers with extra benefits
  • You want the combined savings to stand out to the customer
  • Your margins can support stacked discounts
• Use override when:
  • You want to cap the maximum discount
  • Protecting profit margins is a priority
  • Offering a better single discount is more attractive than stacking
  • You want the customer to see one clear discount