Every call Voice handles is logged in your Inbox, next to your other customer messages. When a customer needs a person, Voice sends your team a callback request with a summary of the call, so you can return the call with the full story.
How to review a call summary and call the customer back
Select Inbox in the sidebar.
Open the callback request from Voice. Unread messages are in bold.
Read the summary. It tells you why the customer called and what Voice already did.
Call the customer back.
To leave a note for your team, reply with Note. Only your team can see notes. They are never sent to the customer.
For more on replying and notes, see How to message customers from the Inbox.
What is in a call summary
Each summary includes:
A priority marker, if the topic is urgent.
The reason the customer called.
A summary of the conversation.
Any actions Voice already completed.
Relevant customer or order details from the call.
Any actions your team still needs to take.
Example: [PRIORITY - Missing Items] John Smith called about order 5836, which he believed was missing as they didn’t receive their order yesterday. The assistant confirmed the order was marked as delivered yesterday, with a delivery window from 10 a.m. to 6 p.m. The assistant apologized for the inconvenience and promised to escalate the call to the store team. The store team needs to call John back to provide an update on his delivery.
When Voice sends a callback request (Echo)
Echo is the way Voice hands a call to your team. Voice creates a call summary and a callback request in your Inbox. Voice may do this when:
The customer asks for a person. Voice first asks what they need and offers to help. If they still want a person, it arranges the callback.
The request is outside what Voice can do, such as cancelling an order.
A payment can’t be completed on the call.
A new customer’s address is outside your service area.
An order couldn’t be placed during the call.
A delivery is running late, or the customer has a complaint, such as missing items or a billing issue.
The caller connected but said nothing. Voice flags these calls as abandoned, so you can decide whether to follow up.
The conversation needs human judgment or a calm response to an upset customer.
If your store is closed, Voice tells the customer your team will call back when the store reopens, instead of promising a quick callback.
Why Voice doesn’t transfer calls
Voice can’t transfer a call or put a customer on hold. During development, we found that transferring callers straight to staff gave a poor experience. Staff answered with no context, and customers had to repeat everything.
Instead, Voice writes a call summary and notifies your team. Your team can look into the issue first, then call back prepared. Voice never tells a customer it is transferring them.
Common questions
What happens if a customer is angry or frustrated?
What happens if a customer is angry or frustrated?
Voice drops its upbeat tone, slows down and acknowledges how the customer feels. If a caller uses abusive language, Voice gives a firm warning. If the customer asks for a person, Voice arranges a callback with a call summary.
How does Voice handle urgent complaints?
How does Voice handle urgent complaints?
For a serious problem, such as missing items or a billing mistake, Voice responds with sympathy, without admitting fault or guessing. It adds an urgent priority marker to the call summary so your team can act first. If a customer calls about a delivery whose window has passed, Voice apologizes, explains that the driver may be running behind and arranges a callback.
What should I send Support about a Voice call?
What should I send Support about a Voice call?
If you think you’ve found a bug, or you need help with a call Voice handled, contact Support and include:
The date and time of the call.
The call summary, copied from your Inbox.
A short description of what went wrong.