Callio answers the routine. Your team gets the exceptions — order attached.
Order status, where is my parcel, how do I return it — Callio answers on the spot from Shopify orders and live tracking. Refunds, delivery problems and anyone who asks for a person arrive in one queue with the transcript, the Shopify order and the tracking already there. Reply in the same storefront chat, leave a private note, resolve — or let Callio call them.
- Shopify order card on every case
- Reply lands in the shopper’s storefront chat
- “Continue over the phone” with full context
Lena W.
Needs consultantDelivery problemOrder #1042 · $118.00 · handed over by Callio 14:06 · waiting 6 min
Shopify order
Consultant handling
3
Order-help intents
Check order status · Where is my parcel? · Return or claim — answered by Callio
4
Resolution stages
Needs human → Tracking → In progress → Resolved
1 button
Chat → phone
“Continue over the phone” → “Call this shopper” hands the case to Callio Voice with the order as context
2
Things attached to every case
The transcript and the Shopify order context — items, fulfilment, payment, tracking
Order status, tracking, returns — handled before anyone is interrupted
The “Order help” intent in the widget offers three moves: Check order status, Where is my parcel?, Return or claim. Callio looks the order up in Shopify, reads the live tracking, quotes your shipping and returns policy from the knowledge base and answers in the shopper’s language. It only escalates when the answer is a decision — a refund, a lost parcel, a claim — or when the shopper asks for a person.
- Reads the Shopify order and the carrier’s last scan, and tells the shopper where the parcel is
- Policies come from your Shipping and Returns knowledge sources — never improvised
- If 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, with a pipeline instead of a pile
Refunds, delivery problems and explicit human requests arrive here with the transcript and Shopify order context attached. A resolution pipeline — Needs human → Tracking → In progress → Resolved — shows what is waiting, what Callio is still watching (a parcel in transit) and what a consultant owns. Filters: All cases · Needs consultant · Tracking · Order issues · Resolved.
- Statuses: Needs consultant · Callio tracking · Callio handling · In progress (owner) · Resolved
- A handoff email goes to the address you set in Settings when a case arrives
- The Conversations tab wears a red badge with the number of shoppers waiting for a person
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 person needs to decide, on one screen
A case dialog is the transcript, a reply composer, private notes, the Shopify order card and the consultant controls — no tab-switching to Shopify Admin to find out whether the order even shipped.
Reply where the shopper already is
The full conversation, including the moment Callio handed over. Your reply is delivered into the chat on your store — the shopper sees it in the same widget, on the same page. 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 in chat to a resolved case
- 1
The shopper asks
In the widget under Add to cart or on the cart page: “Where is my parcel?”, “I want a refund”, “Can I talk to someone?”
- 2
Callio answers or classifies
Status, tracking and policy questions are answered from Shopify and your knowledge base. Refunds, delivery problems and human requests are classified and handed over.
- 3
The case lands with context
Transcript, Shopify order, fulfilment, payment and tracking attached; a handoff email goes to your team; the Conversations badge counts the wait.
- 4
A person decides
Reply in the storefront chat, add a private note, assign or take over, refresh tracking, resolve — or hand it to Callio Voice with “Call this shopper”.
When typing is not enough, Callio picks up the phone
From any case a consultant can choose “Continue over the phone” → “Call this shopper”. Callio Voice calls from your store’s own number (or the shared Comver number until you own one) with the conversation, the order and the product travelling as call context, so the shopper is not asked to explain again. The attempt is noted on the case, and the call lands in the call log with its status, duration and recording like any other Callio call.
- Handover toast: “Handed to Callio Voice Commerce.” — the case note is signed “Callio · Voice Commerce”
- Once your store owns numbers, the shopper stays on the number they last heard from
- Needs voice configured for the store (“Voice ready” in the header) — 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 Purchased
The Chats view lists every shopper conversation that became a cart, a checkout or an order — with product context, conversion stage and attributed revenue. Support cases sit in that same table with the stage “Support”, so you can see whether a delivery question ended in a reorder or a refund. KPIs: Conversations · Assisted carts · Checkouts · Revenue.
- Stages: Conversation · Cart created · Checkout · Purchased · Support · Abandoned
- Filters: All conversations · Active · Cart created · Checkout · Purchased
- Revenue is counted from orders that followed a chat — 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 answers, what your team decides
Callio resolves routine questions first; only exceptions reach your team. It never issues a refund, never promises a reshipment and never guesses a policy.
| Callio answers | Goes to a person | |
|---|---|---|
| Order status | ||
| Where is my parcel? (live tracking) | ||
| Return & claim policy | ||
| Refund request | ||
| Delivery problem (lost, damaged, marked delivered) | ||
| Explicit request for a human | ||
| Anything the knowledge base cannot answer | Safe fallback message | Case with the transcript |
Frequently asked questions
Routine order questions: order status, where the parcel is (from live carrier tracking) and how returns or claims work (from your Shipping and Returns knowledge sources). It answers in the shopper’s language, in your tone, and shows “Open live tracking” where useful.
Refunds, delivery problems and explicit requests for a human are handed to the “Needs a human” queue in Callio → Conversations. Each case carries the transcript, the Shopify order (items, total, fulfilment, payment, tracking) and a handoff email goes to the address you set. The Conversations tab shows a red badge with the number of shoppers waiting.
Into the chat on your store — the shopper sees it in the same widget, on the same page. Switch the composer to “Private note” for anything only your team should read.
No. Refunds, reshipments and claim decisions are made by a person; Callio classifies the request, hands it over with the order attached and tells the shopper someone will reply. Checkout, payment and shipping always remain in Shopify.
A button on every case: “Call this shopper”. Callio Voice calls from your store’s own number (or the shared Comver number until you own one) with the conversation, order and product as call context; the attempt is noted on the case (“Callio · Voice Commerce”) and the call appears in the call log with its status, duration and recording. It requires voice to be configured for the store.
Needs consultant · Callio tracking · Callio handling · In progress (with an owner) · Resolved, shown as the pipeline Needs human → Tracking → In progress → Resolved. Filters: All cases · Needs consultant · Tracking · Order issues · Resolved.
The Chats view lists every conversation with its stage — Conversation · Cart created · Checkout · Purchased · Support · Abandoned — and attributed revenue, with KPIs Conversations · Assisted carts · Checkouts · Revenue. Revenue is counted from orders that followed a chat, never modelled.
The “Comver Callio Chat” app embed on your theme, human handoff enabled in Callio → Settings → “How Callio talks” with a handoff email, and Shipping and Returns sources in the knowledge base so Callio can answer policy questions accurately.
Keep exploring
Let Callio take the routine questions off your desk
Enable the widget and human handoff. Callio answers status, tracking and returns; your team gets only the cases that need a decision — with the order already attached.
14-day free trial · Live on Shopify in minutes · Checkout stays in Shopify