Guide
Customers should see the store number.
A lot of store calls still leave from someone’s personal phone. It works the first time. The customer picks up, the address gets fixed, the call ends. The problem shows up an hour later, when they want to call back and the only number they have is a mobile that is now in a pocket, off shift.
What the customer saves
People save the number that called them. If that number is a personal mobile, the next call goes to a person, not to the store. If that person is with a customer in the shop, driving, or finished for the day, the callback has nowhere useful to land.
A store line is the number you want them to save. Outbound calls show it. Inbound calls arrive on it. Anyone on the desk who is in Shopify admin can take it.
What CustomerOS does with that number
CustomerOS places the call from the order, and the customer sees the store line rather than a personal phone. When they call that number back, the team answers in the admin. The call is not trapped on the handset that happened to dial first.
Starter includes one store number. Growth includes two. Business includes ten. Voice is connected through Twilio. A store number may be ordered through Telnyx. The number is kept with the shop record.
The habit to check
After the first week, look at a callback. If the customer reached the store line, and someone other than the person who first dialled could answer, the number is doing its job. If they still text a personal mobile, the team is leaving the app to make the call.