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The documentation below will help you get started quickly and covers all functionality available in Call Center.

Call Center Documentation

Overview

Call Center is a Shopify app that enables you to make and receive voice calls and SMS messages right from your Shopify shop using your Twilio number

You must have:

A Twilio account[1]

— Don't have Twilio account? Sign up for a Twilio account here.

A Voice and SMS enabled Twilio phone number

A personal phone number verified by Twilio

— Call Center will use this phone number as the receiving phone number.
[1] Twilio does not allow trial accounts to use Twilio Connect applications. If you attempt to use Call Center with a trial account you will be prompted to upgrade your account before proceeding.

Getting Started

To get started please follow these 4 easy steps and you will be able to make phone calls and send SMS messages from your Shopify store’s admin instantly.

Step 1: Install Call Center

Start by installing the Call Center app from the Shopify app store.

Step 2: Grant Twilio Access

Grant the Call Center app access to your Twilio accounts.

Step 3: Buy Your Twilio Number

Buy your Twilio Number by using Call Center to search for the number you want. This number will be the Twilio number that Call Center uses. You can use a * as a wildcard indicator in your searches (e.g., 503*******, ***850****, ******0311). Only numbers with Voice and SMS capabilities are shown.

Step 4: Enter Receiving Number

Provide the receiving phone number you want voice calls and SMS messages forwarded to from your Twilio number.


Dashboard

Overview

The Dashboard is the main view for the Call Center app. From here you can review and change both your Twilio number and the receiving number it forwards to. You also see a listing of your most recent orders along with useful information such as order number, amount, date, customer email, and customer phone number.

Change Twilio Number

You can change your Twilio number by clicking the Change button. You will be then presented with a confirmation prompt. If you decide to perform this change, you will then go through the initial application configuration process again.

Change Receiving Number

You can change your receiving phone number by clicking the Change button. You will then be presented with a view where you may change your receiving phone number.

Interacting With A Customer From The Recent Orders Listing.

Call Center provides both a Call and SMS button for each order that has a telephone number supplied in the recent order listing.

  • When clicking on the Call button a call will be initiated immediately to the selected customer.
  • When clicking on the SMS button you will be taken to the conversation view where you may send SMS messages to the selected customer as well as view a history of previous messages sent and received to that customer. This screen automatically updates with new messages as they are received so you are always up to date.

Call

Overview

The Call view allows you to place voice calls to any phone number supported by your Twilio account. To review your Twilio accounts geographic permissions click here.

Make A Call

Call Center provides you with an easy to use phone number input that allows you to type phone numbers in your familiar national format. You are also presented with an optional call connecting message input. This message will be spoken or played to your caller when connecting your call. You can enter the text you wish to be spoken or enter a URL for an audio file to be played when connecting your call. Supported audio types are: mp3, wav, aiff, gsm, or μ-law. Call Center will remember this value for all future calls and you can change it any time.

Most Recent Calls

Call Center provides you with a most recent calls history on the calls page. It lists the to number, the from number, the call date, and the call duration. Here, like on the Dashboard, you are also given a call button which when clicked will immediately initiate a call to the selected number.


Message

Overview

The Message view allows you to send SMS messages to any phone number supported by your Twilio account. To review your Twilio accounts geographic permissions click here.

Send A Message

Call Center provides you with an easy to use phone number input. There is also a textarea where you will enter the message you wish to send to your recipient. Additionally, there is a 'Start A Conversation' option that when enabled takes you to the conversation view after sending your message. Call Center will remember your choice regarding whether or not to start a conversation for the next time you send a message.


Callbot

Overview

The Callbot view allows you to create your own callbot IVR to answer incoming voice calls and allows callers to make selections from their phone keypad based on the options provided by spoken text or recorded audio messages.

Usage

Call Center's callbot allows you to build your own IVR menu tree. The first thing you will do is setup a callbot greeting message. Your greeting message will always be caller step 0. Callbot will not be active unless you have a greeting message.

There are 6 types of actions callbot can take on behalf of your shop in a caller step.

  • Say callbot message - When you choose this type of action for a caller step callbot will speak the text of your reply message to the caller and then hangup.
  • Say callbot message and wait for input - When you choose this type of action for a caller step callbot will speak the text of your reply message and wait for caller input. It will repeat the reply message 3 times. Your reply message should instruct your callers which digit to push for their next action.
  • Play recorded message - When you choose this type of action for a caller step callbot will play the audio file at the URL you provided in your reply message to the caller and then hangup. Supported audio types are: mp3, wav, aiff, gsm, or μ-law.
  • Play recorded message and wait for input - When you choose this type of action for a caller step callbot will play the audio file at the URL you provided in your reply message to the caller and wait for caller input. It will repeat the audio file 3 times. Supported audio types are: mp3, wav, aiff, gsm, or μ-law. Your audio file should instruct your callers which digit to push for their next action.
  • Dial number - When you choose this type of action for a caller step callbot will dial the phone number you provide in your reply message.
  • Redirect to caller step - When you choose this type of action for a caller step callbot will redirect the user to the caller step provided in your reply message.


Chatbot

Overview

The Chatbot view allows you to create your own chatbot to reply to incoming SMS messages.

Usage

Call Center’s chatbot allows you to enter phrases which all incoming SMS messages will then be checked for. If the incoming SMS message body includes a chatbot phrase, chatbot replies to the incoming SMS message for you automatically with your predetermined response for that phrase. If the incoming SMS message body does not contain a chatbot phrase, the SMS message is delivered to your receiving phone number as normal.


Settings

Overview

The Settings view allows you to configure additional advanced options for your shop.

Usage

Shop hours enable automated responses to voice calls and SMS messages during the time specified. To enable shop hours for your shop first check the 'Shop Hours Enabled' checkbox. Next, input the time your shop opens and the time your shop closes. Now you are ready to configure what actions are taken when you receive a voice call or SMS message when your shop is closed. In the 'Calls' section select the action to take when a voice call is received and enter your reply message, URL to audio file, or phone number to be dialed. In the 'Messages' section enter your reply message. Click the 'Update settings' button and your desired actions will now be taken when you receive voice calls or SMS messages and your shop is closed.


Order Details Page Integration

Overview

The order details page integration allows you to call a customer directly from the order details page of your Shopify shop’s admin.

Usage

To use this functionality go to the order details page of an order. Click on the action menu on the order details page and you will now see a new menu item available under the Apps section with the Call Center icon and the text Call Customer. When selecting this menu item Call Center will immediately initiate a call to the customer's phone number that is provided with the order.

Order Details Page Integration

Call/SMS Page For Your Shop

Overview

Call Center automatically enables you to provide click-to-call functionality to your customers. Call Center also enables your customers to send you SMS messages directly from your shop's interface. Your customers may receive calls on landline or mobile phones. The Call/SMS page for your shop inherits your shop's theme elements and it's look and feel are as if it were a part of your shop's theme.

Settings

To enable this functionality you will need to edit your shop's main menu's menu items. In your shop admin click Onine Store > Navigation > Main menu > Edit menu and then add a menu item to your shop’s navigation that is a Web address and points to /apps/call-center by default.

When a customer of your shop clicks on this menu item from your shops navigation they are presented with a dialog that asks them whether they would prefer a telephone call from you or to send you a text message. The customer then makes their selection and is presented with the appropriate view for completing their desired action.

Initial Dialog
Request A Phone Call
Send A SMS Message