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.
-
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.
-
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.
-
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.
- Phone number — the number customers call to reach your team. Click Release number to disconnect it from this inbox.
- Monthly spending limit — the maximum amount that can be spent on calls from this number in a billing cycle. Calls stop once the limit is reached. See Voice billing for more details.
- 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.
- Ring timeout (seconds) — how long the call rings agents before going to voicemail. Default is 30 seconds.
- Voicemail — when enabled, callers can leave a message when no agent answers. Toggle on or off as needed.
- Voicemail greeting — the message callers hear before leaving a voicemail (e.g. "You've reached Acme Support. Please leave a message."). Type your greeting directly in the field.
- Phone menu (IVR) — present callers with a menu of options when they call (e.g. "Press 1 for Support, Press 2 for Sales"). Configure the greeting callers hear and add menu options with a key number, option name, and action (Connect to agents, Go to voice mail, Play a message).
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 will prompt you with 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.
-
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.
