Once your Voice inbox is created, you can configure it under Settings → Inboxes → [your Voice inbox] → Configuration.
Copywriting
Set the display name for your Voice inbox.
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Inbox name: the name shown to your agents in the sidebar and inbox list (e.g. "Voice support", "Phone line"). This is internal only and not visible to customers.
Collaborators
Control which agents have access to this inbox and how new conversations are distributed.
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Agents: choose which team members can see and respond to conversations from this inbox. Only selected agents will have access. As an administrator, add yourself to any inbox you need access to.
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Enable auto-assignment: when enabled, new conversations are automatically distributed evenly among your team members. By default, only agents who are currently online are assigned.
Voice settings
Manage your phone number and configure how calls are handled.
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Phone number: the number customers call to reach your team. Release number gives the number up for good and stops its monthly fee from the next billing cycle. This can't be undone, so only release a number you no longer need. The inbox and its call history stay.
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Monthly spending limit: the budget for calls on this number in a billing cycle. It is shown here and changed in Settings → Usage & billing. Voice billing explains what happens at the limit.
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Email replies: answer a call thread by email instead of opening a new ticket. Replies come back to the same thread. Select which email inbox to send from using the Send from dropdown.
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Ring timeout (seconds): how long the call rings agents before going to voicemail. Default is 30 seconds.
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Voicemail: when on, callers can leave a message of up to 2 minutes when nobody answers. The voicemail arrives as a conversation in the Voice inbox with the recording and a transcript. When off, a call that nobody answers ends without a message.
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Voicemail greeting: the text callers hear before the beep, for example "You've reached Acme Support. Please leave a message." Type it in the field. An automated voice reads it aloud. You can't upload your own recording. If you leave the field empty, callers hear a standard greeting.
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Phone menu (IVR): callers hear a menu and press a key. Type the Phone menu greeting, then click Add menu option and give each option a Key (the digit callers press), an Option name and an Action:
- Connect to agents: rings the agents of this inbox.
- Go to voicemail: takes a message straight away.
- Play a message: the caller hears "Thank you for calling. Goodbye." and the call ends. Use it for topics you don't take calls for. The wording is fixed.
Callers hear each option as "Press 1 for Support". An option needs a name to be saved. With no options added there is no menu and calls ring your agents directly.
Call recording and data retention
- Call recording: on by default. Answered calls are recorded, and each recorded call gets a transcript and an AI call summary in its conversation. The transcript is written in the language spoken on the call. The summary is written in English. Turn the setting off to stop recording answered calls. Those calls then have no transcript or summary. Voicemail messages are always saved.
- Play recording notice: on by default. Callers hear a short notice before anything is recorded, voicemail included. On calls you make, the customer hears it when they pick up. If you turn it off, you're responsible for telling callers another way.
- Recording notice: the wording of that notice. Leave it empty to use the standard text, or write your own: who you are, why you record, which other channel to use instead and where to find your privacy notice.
- Data retention: choose how long to keep recordings (Keep recordings for) and how long to keep transcripts and summaries (Keep transcripts and summaries for): 30 days, 90 days, 6 months, 1 year, 3 years, or until the conversation is deleted. Numbers start at 6 months for recordings and 1 year for transcripts and summaries. Older call data is deleted automatically and the conversation shows a note in its place. The call itself stays in the conversation.
Business hours
Set when your voice line is active and configure what happens outside of those hours.
- Enable business availability: when enabled, calls outside of your set hours are automatically sent to voicemail. Before enabling this, make sure voicemail is turned on and a voicemail greeting is set. The inbox shows a warning if not.
To set business hours, click Set up voicemail first if voicemail isn't configured, then return to enable business availability and define your active hours and timezone.
Store
Associate this inbox with a specific Shopify store.
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Store: select which Shopify store this inbox is linked to. This determines which store's order data is available to agents handling conversations from this inbox.
