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pet products

Pet parents don’t just buy products — they ask a lot of questions first

AI agents handle label lookups, harness sizing, subscriptions and product safety reports, and leave diet and health decisions to the pet’s veterinarian.

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Cute Yorkshire Terrier resting in a sunny outdoor setting, showcasing a relaxed and happy pet lifestyle

how it plays out

Real contacts, minute by minute.

Live Chat English

“Is this food safe for a dog with kidney issues?”

A diet for a sick animal is the veterinarian’s decision.

  1. AI shares the ingredient list and guaranteed analysis exactly as printed on the label
  2. Does not say whether the food suits a dog with kidney disease or suggest a replacement
  3. Tells the owner to check with their veterinarian first, and offers to email the label details to take along
  4. Routes the question to your customer-care team if the owner asks for more
Label details shared diet decision left to the vet
WhatsApp Japanese

"What size harness for a 15kg Shiba Inu?"

Customer unsure between medium and large sizes

  1. AI asked for the dog's chest and neck measurements
  2. Cross-referenced measurements with the brand sizing chart
  3. Recommended medium with adjustable straps for best fit
  4. Shared a sizing video showing how to measure correctly
Correct size recommended return avoided
Email French

“My cat won’t eat this new food”

Customer switched brands and cat is refusing meals

  1. AI sends your published guide for switching foods gradually
  2. Tells the owner to contact their veterinarian if the cat has stopped eating altogether or seems unwell
  3. Offers a sample pack of a different flavor in the same line
  4. Shares tips for picky eaters from the brand guide
Transition guide sent health concerns pointed to the vet
Phone Portuguese

"I found a sharp edge on this chew toy"

Safety concern about a toy purchased for a puppy

  1. AI flagged this as a product safety report immediately
  2. Collected product batch number, photos, and purchase details
  3. Issued full refund and prepaid return label for inspection
  4. Escalated to quality assurance team with complete incident report
Safety report filed refund issued proactively

the team behind it

Faces, not a queue.

Callnovo agentCallnovo agentCallnovo agentCallnovo agentCallnovo agent real members of the global team

Pet Product Specialists

  • Ingredient, label and sizing details read from your catalog and brand guides
  • Experienced with subscription box management, auto-ship schedules, and product bundling
  • Skilled at handling product safety reports and escalating to quality assurance

65+ Languages

  • Human agents providing support in 65+ languages
  • Real-time AI translation for rare language pairs
  • Cultural context training for every market we serve

Follow-the-Sun Coverage

  • Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
  • Smooth handoff between time zones with shared context
  • Holiday and weekend coverage without overtime costs

the part nobody prices in

Keep the product, subscription and safety record together

A pet-food delivery question may involve the current parcel and the next autoship order. Check the approved order status, product variant and requested schedule change separately. For a product concern, capture the available lot or batch reference and route the owner’s description to the brand’s quality team. A refund or replacement does not by itself close the safety review.

Configure HeroDash fields for product model or SKU, order reference and issue category. For connected devices, add the app version and approved troubleshooting steps attempted. A status trigger can tag routine cases awaiting a product-team reply and email the assigned agent. Keep safety concerns on the immediate escalation route defined by the brand.

Our published smart-pet-device case study, using the client pseudonym YP, describes English-language agents receiving hands-on product training for setup and troubleshooting. For a new program, build that training around your own devices and support guides. Agents can share label details and brand sizing information; questions about illness, diet suitability or a pet’s symptoms belong with a veterinarian.

your existing software

It lands in the software you already run.

  • Amazon
  • Shopify
  • eBay
  • WhatsApp
  • LINE
  • TikTok

Running something else? Tell us what it is and we will say straight whether we connect to it today or whether it needs building.

what comes off the call

The pet-product support record

Agree the required fields and permitted access during setup.

  • Order reference and exact product variant or device model
  • Available lot, batch or serial reference
  • Current shipment and requested autoship change
  • App version and approved troubleshooting already attempted
  • Owner’s description and requested product-quality evidence
  • Brand support or safety owner and confirmed next contact

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

How are autoship changes handled when an order is already processing?

Check the brand’s cutoff and current order status. Record the requested change for the relevant shipment and future schedule separately, then communicate what the authorized system or team confirms.

What information helps with a connected pet-device fault?

Use the brand’s checklist to capture the device model, app version, symptoms and approved steps already tried. Route unresolved faults to the product team. Concerns about the pet’s health need veterinary attention rather than a device-support assessment.

In practice

also worth reading

start

Review your pet-product support playbook

Bring a product guide, autoship rules and a device-fault or safety-report example to plan coverage.

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