Skip to content
Recorder
Start free trial
Recorder
Toggle sidebar

Shopify phone support guide

Add a support phone number to Shopify without staffing a phone queue

Give customers a number to call without promising a live answer. Voicemail collects the order details; your team replies by email.

Start free 7-day trial See the ecommerce workflow

No credit card required.

By Recorder Published Updated
Use phone as an intake channel, not another service desk
For stores that already support customers by email or chat and want a phone option for people who’d rather explain out loud.

Set up the workflow in six steps

1

Define the support promise

Decide if calls ring someone first or go straight to voicemail. State the reply channel and a response window you can meet.

2

Test the caller experience

Use the shared trial line and PIN to test the greeting, transcript, and email alert.

3

Choose a dedicated number

On a paid plan, pick a number in the US, UK, or Canada. Never publish the shared trial line.

4

Write an order-ready greeting

Ask for name, email, order number, and a short description. Warn callers not to leave card details.

5

Publish the number in Shopify

Add it to your contact page, footer, help page, order emails, or package inserts.

6

Define the internal handoff

Decide who reads transcripts, where orders are checked, and who replies.

Where to publish the number

Make it easy to find, and put the response expectation next to it.

Contact page

Say callers can leave a message and you’ll reply by email.

Help centre or FAQ

List phone alongside email, chat, and returns.

Order communication

Add it to order emails or inserts only once the team is ready for the calls.

Keep Shopify and your helpdesk as the source of truth

Recorder handles the number, greeting, voicemail, and transcript email. It doesn’t look up orders, create tickets, process returns, or update Shopify.

Transcript arrives

The caller’s number and message land in your inbox.

Team checks the order

Look up the customer and order in Shopify or your helpdesk.

Reply through the existing channel

Email the customer from your usual system. Replay the audio if the transcript is unclear.

Prepare for seasonal volume before it arrives

Review the greeting and who owns the inbox before promotions and holidays.

Update the response window

If replies will be slower, change the greeting before the peak.

Assign transcript coverage

Make one person or a rota responsible for new messages.

Know when to move up

If customers need instant answers or volume gets out of hand, consider staffed helpdesk voice, an answering service, or an AI phone agent.

Frequently asked questions

Continue planning your ecommerce phone workflow

Test the phone-intake workflow before you publish it

Free for 7 days. No credit card.

Start free 7-day trial