Phone AI
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MERCHANT GUIDE
A helpful voice for your store.
Connect your store, prepare your assistant and give customers a clear path to your team.
Get ready for your first call
Open Phone AI in Shopify admin
Use Apps in your store’s admin. The store owner connects the store and manages billing and phone setup. Staff access depends on their permissions.
Give your assistant clear instructions
In Agent & routing, choose a voice, greeting, business hours and time zone. Add concise support instructions and a human transfer destination. Review the store knowledge before enabling answering.
Connect your phone number
The Business plan supports one US number. Use Phone setup to choose an available number. If you already have a business line, configure your carrier to forward calls to your assigned Phone AI number. Forwarding does not port your original number or cancel your carrier service.
Keep the human transfer destination separate from any line that forwards back to Phone AI, so calls do not loop.
Prepare and test order support
Sync orders, then open Test your assistant to check readiness. Make a call from a separate phone, try a product question and a verified order question, and check that your human transfer destination answers. A browser voice preview, when available, does not test phone routing or access orders.
Enable answering and review the results
Enable the assistant once setup is ready. Review Conversations and Follow-up requests regularly. A captured return, cancellation or refund request still needs your team to act.
Helpful context, with verification
A caller’s number can help find possible orders. Shared phones, withheld caller ID and spoofed numbers mean caller ID alone cannot prove identity. The assistant verifies the caller before sharing protected order details; it may ask for additional information or direct the caller to your team.
Order and product answers depend on the store permissions and information available to the app. If the assistant cannot verify an order or answer a question, your team should follow up. Phone AI does not automatically cancel, refund or modify orders.
Tell customers that they are speaking with AI. Saved conversation notes require the caller’s consent. Audio recording is not part of the initial offering. Never ask callers to provide passwords or payment-card details.
One Business plan
One US phone number · 500 included minutes per billing cycle
- 7-day free trial: 100 included minutes, with no trial overage charges. Calls stop when the trial allowance is exhausted until the paid plan begins.
- Additional minutes: $0.15 USD per completed minute after the included allowance. Verified service seconds accumulate across calls; the final partial overage minute is not charged.
- You control additional usage: the store owner sets an additional-minute limit in Usage & billing. It starts at zero. Increasing it permits extra charges at the stated rate.
New calls stop at the effective usage limit. Calls already admitted retain their existing reservation. Lowering the limit does not reverse prior usage. Additional calling may pause while billing verification needs attention.
Shopify handles subscription billing. Review the price, trial eligibility and terms shown by Shopify before approving a plan. The app’s usage estimate is not a finalized Shopify invoice. Your existing carrier may charge separately for forwarding.
When something needs attention
The workspace will not load
Reopen Phone AI from Apps in Shopify admin and retry the connection. Retrying loads saved setup; it does not buy, release or reassign a number. If the problem continues, contact support with the store domain, approximate time and visible error. Do not send access tokens, passwords or customer order details.
Calls are not being answered
Check that the subscription and number are ready, answering is enabled, the current time falls within your answering schedule, and minutes remain. If forwarding is involved, check your carrier’s configuration and call from a separate line. Keep another customer-support channel available while you investigate.
An order cannot be found or verified
Check store access and order sync status. A withheld or different phone number may prevent an automatic match. Never bypass verification to resolve a mismatch; have your team help the customer through the store’s usual verification process.
A transfer or request did not resolve the issue
Check the transfer destination and its availability. A follow-up request records what the customer needs; it is not proof that staff have responded or that an order action has occurred. Review and resolve the request in your normal support workflow.
The bill or usage looks wrong
Review Usage & billing and your Shopify invoice. Contact support with the billing period and the discrepancy. Avoid sending customer conversation content unless support requests the minimum information needed to investigate.
Cancel or uninstall safely
Use the subscription management link in Usage & billing to manage the Shopify plan. Shopify’s approved billing terms determine when cancellation takes effect and which charges remain payable.
Before ending service, remove forwarding at your carrier and give customers an alternative contact method. Uninstalling disconnects Phone AI. Reinstalling does not itself restore an active subscription or guarantee recovery of the same number.
The assigned number is provided for use with eligible service. Cancellation, uninstall or loss of eligibility can lead to release; a released number may not be recoverable. Do not rely on a retention period that has not been confirmed by support.
Phone AI is for customer support. It is not an emergency service and must not be used for 911 or other emergency communications.
We’re here to help
For privacy requests, contact the store or email us so we can coordinate with the merchant and verify the request.
AGI Applications Inc.131 Continental Dr, Suite 305
Newark, DE 19713, United States