Ecommerce
Voice AI for
ecommerce.
Order status, returns, and product questions. Answered on the phone and in web chat, at 3 a.m. and on Black Friday.
Coverage
The calls it takes off your team.
“Where is my order?” is most of the queue. The order number is in the customer’s confirmation email and the answer is in Shopify. Callspace connects the two while the caller is on the line, then handles returns, sizing, and shipping windows from your own policy pages. Refunds and order edits go to your team with the order number attached.
- 01
Order status from Shopify
The caller reads out the order number. The agent pulls the order and reads back fulfilment status, tracking, and what shipped. The highest-volume ticket in ecommerce, closed on the call.
- 02
Returns and exchanges
Return windows, what qualifies, how to start one, who pays the shipping. Answered from your policy page. The request lands with your team to action.
- 03
Sizing, stock, and shipping
Fit, materials, delivery windows, which countries you ship to. Taught from your product pages and your documents. When the answer is not there, it says so.
- 04
Wholesale and trade enquiries
Store name, volume, timeline, contact. Written to the contact record on the Sunday call and waiting for sales on Monday.
Integrations
Connects to what you already run.
Live integrations are the ones the agent can act through today. The rest are on the way, and anything not listed reaches us through webhooks or a custom integration.
- Avaros EMR Soon
- Attio Soon
- Salesforce Soon
- HubSpot Soon
- Slack Soon
- Pipedrive Soon
- Zapier Soon
- Stripe Soon
- n8n Soon
Trust
Built to a healthcare standard.
Order calls carry names, addresses, and order histories. These are the controls we built for our healthcare customers, running on the same platform your calls run on. A SOC 2 Type II audit is underway, and the report goes to every customer before they go live.
- 01
Compliance mode, one way only
PHIPA/HIPAA compliance mode is set per organization and cannot be turned back off. Behaviour that depends on it cannot be relaxed later, by your team or by ours.
- 02
Notifications carry no PHI
With compliance mode on, email and SMS call summaries carry a link and nothing else, and push notifications drop the preview entirely. Lock screens and inboxes are the two places this data most often leaks, so it never goes there.
- 03
Every access recorded
Reads of PHI-bearing records are written to an access log with actor, action, resource, request id, IP address, and timestamp — built to the content specification in PHIPA s. 10.1(4). Owner and admin only, viewable in the app and exportable as CSV.
- 04
Diagnostics log field names only
Field names carry no caller data, so they are logged everywhere. Values are never written to a log line under compliance mode.
Compared
Against what you have now.
A phone tree is cheap and everyone hates it. An answering service is human and stops at taking a message. Here is where the agent lands.
| Capability | Phone tree | Answering service | Callspace |
|---|---|---|---|
| Caller says what they need in their own words | Press 1 for… | Yes | Yes |
| Answers every line at once during a spike | Queues | Depends on staffing | Yes |
| Books into your calendar on the call | No | Sometimes, at extra cost | Yes |
| Looks up an order or a record mid-call | No | Rarely | Shopify, calendar, CRM, webhooks |
| Transfers with the context already gathered | Cold transfer | Message only | Warm, with transcript |
| Recording and transcript of every call | Sometimes | Rarely shared | Yes, searchable |
| Keeps PHI out of notifications and logs | N/A | Your problem | Compliance mode, one-way |
| Tells the caller what it is when asked | Obvious | Human | Yes, and transfers on request |
Rollout
Live on one line before it is live on all of them.
No big-bang cutover. You hear how it handles your actual callers on a narrow scope, then decide how far to take it.
- Step 01
Scope the calls
We go through the calls you actually get, decide which ones the agent should own, and agree what it must always hand to a person.
- Step 02
Build and connect
Your script, your escalation rules, your calendar, CRM, or store. If you need compliance mode, it is switched on here, before any real call is answered.
- Step 03
Test on real scenarios
We run the edge cases — the angry caller, the wrong number, the emergency, the caller who asks whether it is a person — and adjust until it holds up.
- Step 04
Go live on one line
Forward one number or one after-hours branch. You listen to a week of real calls, then widen the scope with evidence rather than optimism.
FAQ
Questions we get asked.
What does the Shopify integration do?
It looks an order up by its order number during the call and reads back the status, tracking, and line items.
Can it refund or change an order?
No. It explains your policy, captures what the customer wants, and hands the request to your team. Money and order edits stay with a person.
What happens on Black Friday?
Calls are answered in parallel, so a spike arrives as answered calls. The practical limit is how many escalations your own team can take that day.
Does it work on our site as well as the phone?
Yes. One script tag puts the same agent, with the same Shopify connection, on your order-status page. Calls and chats land in one inbox.
What if we are not on Shopify?
Order lookup runs through a webhook to your own endpoint. Policies, product questions, returns capture, and transfers work the same. Tell us the platform and we will wire it up.
Bring us the calls you were told needed a person.
We will go through your actual call volume, agree what the agent should never touch, and put it live on one line so you hear it on your own callers. A BAA is in place first if you need one.