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
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.
Start by installing the Call Center app from the Shopify app store.
Grant the Call Center app access to your Twilio accounts.
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.
Provide the receiving phone number you want voice calls and SMS messages forwarded to from your Twilio number.
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.
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.
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.
Call Center provides both a Call and SMS button for each order that has a telephone number supplied in the recent order listing.
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.
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.
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.
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.
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.
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.
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.
The Chatbot view allows you to create your own chatbot to reply to incoming SMS messages.
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.
The Settings view allows you to configure additional advanced options for your shop.
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.
The order details page integration allows you to call a customer directly from the order details page of your Shopify shop’s admin.
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.
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.
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.