"Where's my order?"
Looks up the order from the thread, relays status and tracking, applies your lost-in-transit policy and texts the details.
Shared inboxThe week
The calls that go unanswered today
Each one is a client, a claim or a job that went to whoever picked up.
- TUE 20:45A customer whose tracking stopped moving
Emails support, waits two days, disputes the charge.
- MON 10:00The post-launch spike of "when will it ship?"
Two hundred identical tickets, one support lead.
- THU 15:30A wholesale buyer who wants to talk to a person
B2B orders are won on the phone.
- SAT 11:20A subscription customer wanting to skip a month
Skips they can't make become cancellations.
Setups by size
How ecommerce brands run Ody, at every size
Pick the shape of your business. Every feature below links to its own page; every setup is one you can build in an afternoon.
A support number that answers from Shopify
Put a phone number on the site without becoming the call center.
One support number on your contact page. The receptionist answers order-status and return questions from Shopify, texts confirmations and opens a ticket for anything it can't resolve. You take the calls you want; it takes the rest.
- Shared inboxShopify orders on the customer thread
Native Shopify and WooCommerce integrations show the customer's orders and status next to their calls and texts. Recharge shows subscription status. The receptionist answers from that.
- AI receptionistThe receptionist all day, you when you choose
Set the line to ring you during the hours you want and the receptionist otherwise. It answers first ring, resolves from your policies and opens a ticket when it can't.
- Business textingOrder updates and return labels by text
Confirmations, tracking and the return-label link from the brand's number, replies in the customer's thread. One-time 10DLC registration at onboarding; use a toll-free number for higher-volume texting.
- Phone numbersA brand number on the contact page
One local number is included with your seat; add a toll-free number for the site. Your cell stays out of it.
AI receptionist
The support calls a store gets, resolved from your data and your policies.
You describe shipping and return policies, catalog notes, subscription rules and when to hand off. The receptionist resolves from Shopify data and opens a ticket for everything else.
Returns and exchanges
Explains your policy, opens the return or exchange request per your rules and texts the label link.
Business textingSkip, pause, change
Reads subscription status from Recharge and opens the change request per your rules; never cancels without your process.
How the receptionist works"Does this fit? Is it back in stock?"
Answers from the catalog notes you keep in its instructions and offers to text a restock notice.
How the receptionist worksB2B and press inquiries
Collects the company, the volume and the contact, and routes to the wholesale manager or creates a task.
How the receptionist worksEvenings, weekends, launch nights
Answers first ring, resolves what your policies allow, opens tickets for the morning, texts back anyone who hung up.
How the receptionist worksThe record
Every support call as a ticket, with a summary.
Calls and texts sync to Gorgias or Zendesk natively. On Growth and above, recorded calls are transcribed and summarized into the customer, the order, the resolution and the next step. Voicemail transcripts are on every plan.
- Calls and texts synced natively to Gorgias, Zendesk and Front
- Recording, transcript and AI summary on every answered call on an enabled line
- Webhooks push events to your warehouse and CRM
- Voicemail transcripts on every plan
Call summaryGenerated by Ody
- Caller
- Customer · +1 (512) 555-1011 · order 18220
- Issue
- Shipped on the 3rd, last carrier scan Memphis, no movement in five days.
- Told
- Treated as lost per policy. Replacement offered and chosen, same size.
- Next action
- Replacement request opened. Support to send new tracking within one business day.
Your stack
Works with the ecommerce stack, natively
Most of a DTC stack connects natively. Anything else is reachable through Make, webhooks or the REST API.
- ShopifyNativeIntegration
orders and status on the customer thread
- WooCommerceNativeIntegration
orders and status on the customer thread
- RechargeNativeIntegration
subscription status on the customer thread
- GorgiasNativeIntegration
calls and texts as tickets
- ZendeskNativeIntegration
calls and texts as tickets
- KlaviyoNativeIntegration
customers who opt in added to your list
- StripeNativeIntegration
payment and refund status on the customer thread
- MakeNativeIntegration
connect ShipStation, Loop and the rest
Browse all 43 integrations, or connect anything else through Make and the REST API.
Rollout
Live in an afternoon, not a quarter
No hardware, no consultant, no call-flow diagram. Four steps and the line is answered.
- 01
Pick a support number
A toll-free number for the site, or a local one. Both live in one account.
- 02
Connect Shopify and the help desk
Shopify or WooCommerce, Recharge, Gorgias or Zendesk in a few clicks; orders and tickets start syncing.
- 03
Write the policies
Shipping windows, lost-in-transit rule, returns, subscription changes, when to hand off. Plain sentences.
- 04
Read a week of transcripts
Tighten the policies, then let the receptionist resolve more before handing off.
Resources
Guides for ecommerce brands
The concepts behind this setup, explained without the jargon.
What businesses need to know about toll-free textingWhy 8XX SMS is verified rather than 10DLC-registered, and what the Unregistered Toll-Free sunset changed.Read guide What businesses need to know about 10DLCHow US carriers treat A2P SMS on local numbers: brand registration, campaign registration, third-party vetting, and the throughput that follows.Read guide What businesses need to know about shared numbersHow one number rings a whole team, why the carrier still sees a single DID, and where shared lines beat extensions and separate direct numbers.Read guide
FAQ
Ecommerce brands: common questions
More industries
Also in tech & commerce, and nearby
Teams that want the phone line to be programmable.
Tech & commerceStartups & SaaSA programmable phone line: API, webhooks, MCP, Agent Phone and a CRM that fills itself.Local & hospitalityRetail shops"Do you have it in stock?" answered, order status from Shopify, one number per store.Professional servicesAgencies & consultantsA client-facing number per account, calls logged to the CRM, AI in your chat tools.
Comparing options? Ody vs Aircall · Ody vs OpenPhone · Ody vs Dialpad
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