Callio answers the routine. The rep gets the exceptions — account attached.
Where is the order, when does the pallet land, what does this invoice cover — the questions that fill a sales rep’s morning. Callio already answers their DTC equivalents from Shopify orders and live tracking, and hands the rest to a person with the order attached. Its B2B twin will do the same for accounts, and route disputes, credits and payment terms to the rep who owns the company. On the roadmap, no date announced.
- Roadmap product — no date announced
- Built on the case queue shipping today
- Reply lands in the buyer’s catalog chat
Anna K. · Nordic Fixings Ltd
Needs a repShort deliveryPO 4471 · €4,200.00 · handed over by Callio 14:06 · waiting 6 min
Order · PO 4471
Rep handling
3
Order-help intents today
Check order status · Where is my parcel? · Return or claim — the shape the buyer intents would follow
4
Resolution stages
Needs human → Tracking → In progress → Resolved, live today; the B2B twin would route “Needs a rep” by account ownership
1 button
Chat → phone
“Continue over the phone” hands a case to Callio Voice with the order as call context — shipping today
2
Things attached to every case
The transcript and the order context. For accounts, the company and the invoice would travel too
These figures describe Comver AI Commerce as it ships today for DTC stores. Nothing on this page is a B2B measurement, screenshot or price.
Order status, delivery, invoices — handled before a rep is interrupted
Today the “Order help” intent offers three moves — check order status, where is my parcel, return or claim — answered from the Shopify order, the carrier’s last scan and your own shipping and returns policies. For accounts the same intent would cover the questions that actually arrive: where the purchase order stands, which lines shipped and which are on back order, when the freight is due, what an invoice covers and when it falls due under the account’s terms.
- Answers read from the order and the account’s own record — never improvised, exactly as the policy answers work today
- Part-shipped orders would be answered line by line rather than with one status word
- When it cannot answer, it says so and uses your safe fallback message
Order help
● Status, delivery, returns and claims
DHL · 00340434 ••• 219
Out for delivery · Berlin depot
One queue for the exceptions, routed to the rep who owns the account
The queue exists today: refunds, delivery problems and explicit human requests arrive with the transcript and Shopify order attached, in a pipeline — Needs human → Tracking → In progress → Resolved — with filters and a red badge counting who is waiting. The B2B twin will add the one thing wholesale needs and DTC does not: ownership. Each case would go to the rep who owns the company, not into a shared inbox where it waits for whoever looks first.
- Planned routing: account → owning rep, with the team seeing the queue and the rep seeing their accounts
- Statuses would read Needs a rep · Callio tracking · Callio handling · With the rep · Resolved
- A handoff email already goes to the address you set the moment a case arrives
Voice commerce agent
Callio
Needs a human
Callio resolves routine questions first; only exceptions reach your team — with the transcript and Shopify order context attached.
3
Waiting for a consultant
5
Callio watching the parcel
2
Owned by a consultant
41
Last 30 days
Everything a rep needs to decide, on one screen
A case dialog today is the transcript, a reply composer, private notes, the Shopify order card and the consultant controls. For accounts the same dialog would carry the company, the purchase order and the invoice — so nobody opens three systems to find out whether the pallet shipped.
Reply where the buyer already is
The full conversation, including the moment Callio handed over. Your reply is delivered into the chat on your storefront — the buyer sees it in the same widget, on the same page, rather than in a mail thread nobody can find later. Switch to “Private note” for what only the team should read.
Tomasz R.
Needs consultantRefund · Order #1039 · handed over 14 min ago
From a question on the catalog to a resolved case
- 1
The buyer asks
In the widget on the catalog, the account portal or the cart: “Where is PO 4471?”, “Two cases short”, “Why is this invoice higher?”, “Can I speak to my rep?”
- 2
Callio answers or classifies
Status, delivery and invoice questions are answered from the order and the account record. Disputes, credits, term changes and explicit requests for a person are classified and handed over.
- 3
The case lands with context
Transcript, account, purchase order, fulfilment, payment terms and freight tracking attached; a handoff email goes to your team; the queue counts who is waiting.
- 4
The rep decides
Reply in the catalog chat, add a private note, take over, refresh tracking, resolve — or hand it to Callio Voice and have the buyer called back.
When typing is not enough, Callio picks up the phone
This is live today: from any case, “Continue over the phone” → “Call this shopper” has Callio Voice call from the store’s own number with the conversation, order and product travelling as call context, and the attempt noted on the case. For accounts the same button would carry the company, the purchase order and the open invoice into the call — so a buyer chasing a short delivery is not asked to explain it a third time.
- Calls go from numbers your company owns — up to ten, plus verified sending domains for email
- The call lands in the call log with status, duration and recording, like every other Callio call
- Needs voice configured for the store — Callio never silently swaps a call for a text
Lena W. · Delivery problem · #1042
Two replies in chat, no answer for 20 min. Marta chooses to call.
Calling Lena W.
On the call · 0:38from +49 30 ••• 0132 · your store’s number · started from the support case
Support is one stage of the same conversation — so is the reorder
The Chats view lists every conversation that became a cart, a checkout or an order, with product context, stage and attributed revenue; support cases sit in the same table under the stage “Support”. For accounts the table would be grouped by company, so you can see whether a delivery complaint ended in a credit or in the next purchase order — and which accounts are spending their conversations on problems rather than orders.
- Stages would read Conversation · Order built · Quote requested · Ordered · Support · Abandoned
- Roll-up by account rather than by shopper, with the owning rep beside it
- Revenue is counted from orders that followed a conversation — never modelled
Voice commerce agent
Callio
Chat orders
Every conversation that became a cart, a checkout or an order — with product context, stage and attributed revenue.
Conversations
412
Last 30 days
Assisted carts
96
Cart created from a chat
Checkouts
61
Continued to Shopify checkout
Revenue
$5,880
Orders after a chat · counted
What Callio will answer, what the rep decides
The left column is the mechanism that ships today, re-read for accounts; the right column is everything Callio will never decide on its own. It will not issue a credit, promise a delivery date it cannot see or invent a payment term.
| Callio answers | Goes to the account rep | |
|---|---|---|
| Order and purchase-order status | ||
| Which lines shipped, which are on back order | ||
| Where the freight is (live tracking) | ||
| What an invoice covers and when it falls due | ||
| Return, claim and warranty policy | ||
| Credit note, dispute or short delivery | ||
| Changing payment terms or a credit limit | ||
| A bespoke price, MOQ or lead-time exception | ||
| Anything the approved sources cannot answer | Safe fallback message | Case with the transcript and the account |
Frequently asked questions
No. The support center ships today for Shopify DTC stores: Callio answers order status, tracking and returns, and hands refunds, delivery problems and human requests to a queue with the transcript and the order attached. The account version — purchase orders, invoices, payment terms and rep ownership — is on the roadmap with no date announced.
Facts it can read: the status of an order or purchase order, which lines shipped and which are on back order, where the freight is from the carrier’s last scan, what an invoice covers and when it falls due under the account’s terms, and your return, claim and warranty policy as you wrote it.
Decisions: credit notes, disputes, short deliveries, changes to payment terms or credit limits, bespoke prices or lead-time exceptions, and any buyer who asks for a person. The plan is that each case is routed to the rep who owns the account, carrying the transcript, the company, the purchase order and the invoice — the same handoff mechanism the DTC queue uses now.
Into the chat on your storefront — the buyer sees it in the same widget, on the same page they asked from. Private notes stay with the team. That is how it works today and it would not change for accounts.
No. Callio classifies the request and hands it over; credits, disputes and terms are decided by a person. Today the equivalent rule is that refunds and reshipments are never issued by the agent, and checkout, payment and shipping always remain in Shopify.
A button on every case that hands it to Callio Voice, which calls from a number your company owns with the conversation and order as call context. It works today; for accounts the company, the purchase order and the open invoice would travel with the call. The attempt is noted on the case and the call appears in the call log with status, duration and recording.
Company accounts, locations and price lists live in Shopify’s B2B APIs, which are part of Shopify Plus, and the intention is to read from them rather than keep a second system of record. Exact requirements will be confirmed closer to release.
The support center as it ships: enable the “Comver Callio Chat” app embed, switch on human handoff with a handoff email in Callio → Settings, and add your shipping and returns sources to the knowledge base. It answers status, tracking and policy questions for any Shopify store — including one selling to businesses — and hands the rest to your team with the order attached.
Keep exploring
Take the “where is my order?” calls off your reps
Join the B2B waitlist and tell us which questions eat your sales team’s week. Until the account version ships, the queue it is built on is live today.
14-day free trial · Live on Shopify in minutes · Checkout stays in Shopify