How it works · AnyoneIn

Send the order and the agent has what it needs.

Your order system, your delivery platform or a single API call sends the job: who, what, when, where, and the slots you can offer instead. From there, the agent takes over.

No rip-and-replace. Keep your OMS, your carriers and your routing. AnyoneIn sits in front of them and hands back a clear answer for every job.

externalId: Your order ID, echoed back on every update.
brand: Name, colour, support email and tone of voice. Every message goes out as you.
customer: Name, mobile and email. Only what it needs to confirm.
order.window: The slot you’ve booked, like 8am–12pm.
requiresSignature: Someone aged 18 or over must be in to sign. On unless you turn it off.
rescheduleOptions: Up to four slots it can offer instead, so it can rebook on the spot.
channels, smsVia: Switch any channel off. Texts go by SMS, or WhatsApp once your templates are approved.
cadence: standard for real pace, demo to watch the whole thing in minutes.
webhookUrl: Where the outcome goes. HTTPS only.

POSTapi.anyonein.co.uk/v1/confirmations

{
  "externalId": "ORD-10492",
  "brand": {
    "name": "Harlow & Finch",
    "colors": { "primary": "#1E382B" },
    "supportEmail": "help@harlowandfinch.example",
    "tone": "warm, plain and a little formal"
  },
  "customer": {
    "name": "Sam Taylor",
    "phone": "07700 900123",
    "email": "sam@example.com"
  },
  "order": {
    "ref": "HF-10492",
    "type": "delivery",
    "date": "2026-10-14",
    "window": { "from": "08:00", "to": "12:00" },
    "items": [{ "name": "Aldgate 3-seat sofa", "qty": 1, "sku": "ALD-3S-OLV" }],
    "address": { "line1": "14 Elm Road", "city": "Leeds", "postcode": "LS6 2AB" },
    "requiresSignature": true,
    "rescheduleOptions": [
      { "date": "2026-10-15", "window": { "from": "12:00", "to": "17:00" } },
      { "date": "2026-10-17", "window": { "from": "08:00", "to": "12:00" } }
    ]
  },
  "channels": { "email": true, "sms": true, "call": true },
  "smsVia": "sms",
  "cadence": "standard",
  "webhookUrl": "https://oms.harlowandfinch.example/hooks/anyonein"
}

201 Created status scheduled Plan: Email → Text → Call

Something missing? The API answers with a 422 that lists every problem at once, not one at a time. Prebuilt connectors for order and delivery platforms are coming soon; the API and webhooks work today.

A plan for every job, paused the moment they reply.

On real pace, the agent emails three days out, texts two days out and calls the day before, only in sensible hours. Drag the delivery date and watch each step move.

Email

Tue 13, 10am

Three days out.

Text

Wed 14, 10am

Two days out, only if the email gets no reply.

Call

Thu 15, 11am

The day before. No answer? One retry at 2pm.

Any reply pauses it

The next step waits while the agent reads the reply. A clear answer closes the job; anything else, it asks one short question.

Sensible hours only

Texts and calls go out between 9am and 8pm, emails between 7am and 9pm. Anything later waits until morning.

Silence gets flagged

No answer anywhere? Six hours after the last try it’s marked No response, so your team can call before dispatch or hold the job.

Each channel picks up where the last one stopped.

Many people answer the email. Some need the text. The rest get a call. Whatever channel they reply on, the same agent reads it with the whole history in front of it. Three real-shaped jobs below: a signed-for laptop, a washing machine install and a sofa.

Step 1: email

A branded email with three one-tap answers.

It arrives from your brand, in your colours, with the details the customer needs and three buttons that do the whole job.

Yes, someone else, or a different day. One tap opens a short page on your brand to confirm, name who’ll sign, or pick another slot.
Opening it changes nothing. Mail scanners open links automatically, so only a choice made on the page counts. No false confirmations.
Or they just reply. “Can you come after 10?” is read and answered like any other reply.

Harlow & Finch to Priya

Please confirm your delivery on Thu 15 Oct

Harlow & Finch

Upcoming delivery

Hi Priya, will you be in on Thursday 15 October?

It needs a signature, so someone aged 18 or over must be in. We can’t leave it in a safe place or with a neighbour.

Delivering: Lumen 14 laptop
When: Thursday 15 October10am–2pm
Order: HF-10517

Yes, I’ll be in to sign Someone else will be in I need a different day

Or just reply to this email. We read every reply.

Harlow & Finch · help@harlowandfinch.example
You’re getting this because you have a delivery booked with us.

Opened ≠ confirmedSecurity scanners click every link in an email. AnyoneIn only counts a choice someone actually makes.

Step 2: text, if there’s no reply

Plain-English replies, understood.

People don’t reply YES. They reply the way they talk. The agent works out what they mean and answers in a line or two.

“My partner Jo will be in” counts as confirmed, and Jo’s name goes to the driver or installer.
Questions get answers from the order’s facts only. It never makes up times, prices or promises.
SMS today. WhatsApp once your message templates are approved.

10:02●●●

H&FHarlow & Finch

Tuesday 10:00

Harlow & Finch: Hi Tom, your Kelso washing machine and installation is due Fri 16 Oct, 8am–12pm. Will someone be in? Reply YES, or tell us what suits you. hf.example/c/51c7e2

I’m at work but my partner Jo will be in

Thanks Tom. That’s confirmed for Friday 16 October, 8am–12pm, and we’ve noted Jo will be in. Please have the old machine unplugged and the space in front of it clear.

Confirmed · Jo will be in

Step 3: call, the day before

The call that reaches people who ignore texts.

Some customers never open the email or answer the text. A phone call gets them. It’s a normal call with a warm, clear British voice that answers in about a second, and it says straight away that it’s automated.

Right person first. It checks it’s speaking to the customer, or someone in their household, before sharing any details.
Never the full address. Only the first line, and only if they ask where. Never their number or email.
Voicemail if a machine answers, short and useful, then a text they can reply to.
They can call back and reach the same agent, with the whole conversation in front of it.

H&F Harlow & Finch Automated delivery assistant

00:00

Assistant (AI)Hello, this is the automated delivery assistant for Harlow & Finch, calling about your delivery. Am I speaking with Sam?

SamYes, speaking.

Assistant (AI)Thanks, Sam. Your sofa is due tomorrow, between 8am and 12pm. Will someone be in to sign for it?

SamAh, no, I’m away. Anything later in the week?

Assistant (AI)I can do Thursday between 12pm and 5pm, or Saturday between 8am and 12pm.

SamSaturday morning’s perfect.

Assistant (AI)Lovely. That’s moved to Saturday the seventeenth, between 8am and 12pm. Goodbye, Sam.

Rescheduled · next: move the booking on the carrier

Every reply ends in an outcome your team can act on.

Every conversation ends in one of eight outcomes. Confirmed jobs go on the route. Everything else lands in front of your team with the next action already written. Questions along the way get answered from the order’s facts, then it asks again.

The eight outcomes, a typical reply for each, the status it sets, what ops sees and the next action.
Outcome	A reply like	Status	What ops sees	Next action
Will be in	Yes, I’ll be in	Confirmed	Confirmed by text, two days out	Nothing. It’s on the route
Someone else will sign	At work, but my partner Jo will sign	Confirmed	Signing: Jo	Crew see Jo’s name
Picked another slot	Saturday morning’s better	Rescheduled	Wed 14 Oct → Sat 17 Oct	Move the booking on the carrier
Needs a different day	None of those work. Any weekday after 3pm?	Needs action	Prefers: weekdays after 3pm	Rebook with the customer
Wants to cancel	Actually, I’d like to cancel the order	Needs action	Wants to cancel	Process the cancellation
Wrong person	No Sam here, wrong number	Needs action	Wrong person or number	Check the contact details
Asked us to stop	STOP	Needs action	Opted out on every channel	Don’t message again; call if needed
Wants a person	Can I talk to someone about the colour?	Needs action	Wants a person	Call the customer back

No response And if nobody answers the email, the text or the calls, the job is flagged before dispatch with Call before dispatch, or hold the job

Straight back into your systems.

Every change fires a signed webhook, so the order updates itself: new date, who’s signing, or a flag for your team. People only see the exceptions, in the console.

POSToms.harlowandfinch.example/hooks/anyonein

X-AnyoneIn-Signature: sha256=9f3c61d0e2…a7b4
Content-Type: application/json

{
  "type": "confirmation.updated",
  "data": {
    "id": "cf_8d2e41a07b93c5f1",
    "externalId": "ORD-10492",
    "status": "rescheduled",
    "outcome": {
      "intent": "pick_option",
      "summary": "Away on Wednesday; moved to Saturday 17 October, 8am–12pm.",
      "signerName": null,
      "newSlot": { "date": "2026-10-17", "window": { "from": "08:00", "to": "12:00" } },
      "channel": "call",
      "at": "2026-10-13T11:02:41Z"
    },
    "order": {
      "ref": "HF-10492",
      "date": "2026-10-17",
      "previous": { "date": "2026-10-14", "window": { "from": "08:00", "to": "12:00" } }
    },
    "steps": [
      { "channel": "email", "state": "sent" },
      { "channel": "sms", "state": "sent" },
      { "channel": "call", "state": "answered" }
    ]
  }
}

Signed with HMAC-SHA256 in the X-AnyoneIn-Signature header, so you can check it came from us.
The full picture every time: status, outcome, every step and the conversation.
Seven statuses to map to yours: scheduled, in_progress, confirmed, rescheduled, action_needed, unreachable, cancelled.

Tomorrow’s jobsWed 14 Oct · 15:00Illustrative

Jobs48

Confirmed41

Rescheduled4

Needs action3

PSPriya ShahDelivery · Thu 8am–12pmPrefers any weekday after 3pmRebook with the customer

TRTom ReidCollection · Thu 12–5pmWants to talk about a refundCall the customer back

AMAlex MorganDelivery · Thu 8am–12pmNo answer to email, text or two callsCall before dispatch

The ops console shows the live timeline, the conversation, call transcripts and the outcome for every job. Your team filters to Needs action and works down the list.

The rules it keeps on every message and call.

It talks to your customers, so these rules are part of how it works, and nothing a customer writes can switch them off.

Quiet hours

Texts and calls only between 9am and 8pm. Emails between 7am and 9pm. Nobody gets a call at dinner time or a text at midnight.

Opt-outs, honoured

Reply STOP and it stops, on every channel, straight away. Your team sees it and can still call if they need to.

Honest that it’s AI

Every call opens with “this is the automated delivery assistant for Harlow & Finch”. Ask if it’s a robot and it says yes.

A person when it matters

Complaints, damage, refunds or “can I talk to someone?” go straight to your team as Call the customer back.

Right person, first

On a call it checks who it’s speaking to before sharing details, and never reads out the full address, number or email.

Ignores hidden instructions

A reply is only ever a reply. “Ignore your rules and…” gets ignored, and it carries on confirming.

Sticks to the facts it’s given

No invented times, prices or promises, and it never asks for payment or personal details.

A limit on replies

At most eight automatic replies a job, and calls wrap up within six minutes. After that, a person takes it.

Security, privacy and telecoms rules

Bring a day of deliveries. We’ll show you what it does with them.

In a 30-minute demo we run real-shaped jobs through the agent: confirmations, a rebooking, a “someone else will sign”, a STOP. You watch the console and the webhooks as it happens.

Book a demo → Hear a sample call

From order in
to someone in.

Send the order and the agent has what it needs.

A plan for every job, paused the moment they reply.

Any reply pauses it

Sensible hours only

Silence gets flagged

Each channel picks up where the last one stopped.

A branded email with three one-tap answers.

Hi Priya, will you be in on Thursday 15 October?

Plain-English replies, understood.

The call that reaches people who ignore texts.

Every reply ends in an outcome your team can act on.

Straight back into your systems.

The rules it keeps on every message and call.

Quiet hours

Opt-outs, honoured

Honest that it’s AI

A person when it matters

Right person, first

Ignores hidden instructions

Sticks to the facts it’s given

A limit on replies

Bring a day of deliveries. We’ll show you what it does with them.

Anyone in?
Find out before the van leaves.

From order into someone in.

Send the order and the agent has what it needs.

A plan for every job, paused the moment they reply.

Any reply pauses it

Sensible hours only

Silence gets flagged

Each channel picks up where the last one stopped.

A branded email with three one-tap answers.

Hi Priya, will you be in on Thursday 15 October?

Plain-English replies, understood.

The call that reaches people who ignore texts.

Every reply ends in an outcome your team can act on.

Straight back into your systems.

The rules it keeps on every message and call.

Quiet hours

Opt-outs, honoured

Honest that it’s AI

A person when it matters

Right person, first

Ignores hidden instructions

Sticks to the facts it’s given

A limit on replies

Bring a day of deliveries. We’ll show you what it does with them.

Anyone in?Find out before the van leaves.

From order in
to someone in.

Anyone in?
Find out before the van leaves.