How That Was AI turns support calls into resolved orders, 24/7
Connect your Shopify store, add your number, and you're live the same day. No technical skills required. Here's exactly what happens when a customer calls and your team isn't the one picking up.
What That Was AI does
That Was AI is a voice agent that answers your Shopify store's support calls around the clock, and it doesn't just talk. It acts.
Most support calls come in at the worst possible time: after hours, when the team's already on another line, on a weekend, on a holiday. “We'll get back to you” isn't much comfort to someone who just wants their address fixed.
That Was AI answers, figures out what the customer needs, and handles it inside your Shopify store directly: checking orders, updating addresses, issuing refunds, even placing new orders. Customers get an answer on the first call instead of a ticket number and a few days of waiting.
Calls go to voicemail after hours. Simple requests turn into email back-and-forth. Customers wait on address changes, refunds, and order status. Your team ends up redoing work that could've been handled without them.
Every call gets answered, day or night. Orders get found, updated, cancelled, or refunded live, on the call. Only the calls that actually need a person reach your team. Everything else is logged automatically with a transcript and summary.
How a call works, start to finish
1. Customer calls
They dial the number connected to That Was AI. No hold music, no menu, no “press 1 for support.” The call just connects.
2. AI answers
Your agent picks up and sounds like a person, because it's trained on real support conversations, not a script read in a monotone.
“Hi, thanks for calling [Your Store Name]! I can help with an existing order, shipping, or anything else. What's going on?”
3. AI figures out what's needed
No menu tree, no repeating yourself to three different people. It just listens.
“Hey, I need to update the shipping address on my last order, I typed it wrong.”
“No problem, let me pull that up. Can you confirm the phone number or order number it's under?”
4. AI takes the action itself
This is the part a chatbot or an IVR can't do. It's connected to your Shopify store, so it actually finishes the task on the call: finds the order, updates the address, checks live inventory, cancels the order, issues the refund, or places a brand new order start to finish.
“Found it, order #4821, shipping to your old address in Austin. I've updated it to the new one you gave me. You'll get a confirmation text in a moment.”
5. AI closes it out or hands it off
Most calls end right there. If something's genuinely outside what the AI should handle on its own, it creates a support ticket automatically, or transfers the call live if it's urgent.
“This one needs a specialist to take a look. I've created a ticket and someone from the team will follow up within [X hours]. Anything else I can help with while I have you?”
6. The call gets logged automatically
Once it ends, you don't have to go dig anything up. The dashboard has the full transcript, a summary of what happened, and a record of any action taken (refund issued, address updated, order cancelled) tied to the order. There's also analytics on call volume, resolution rate, and what people are calling about most. You don't need to listen to a single recording unless you want to.
Getting set up
Add your store link, install the app from the Shopify App Store, set your assistant's tone and what it's allowed to do, connect a phone number, and you're live.
When it hands off to your team
If a customer asks to speak to a person, or the issue is genuinely non-standard, the AI transfers the call or opens a ticket right away.
After hours, which is when most of these calls happen, there's usually nobody to transfer to anyway. The AI just handles it: order lookups, address changes, cancellations, refunds, new orders, all the way through. You wake up to a dashboard full of resolved calls instead of a backlog.
Setup process
Five minutes to live. No technical skills required.
Step 1: Connect your store (1 minute)
Log in to That Was AI, enter your store URL, and click connect. That redirects you to install the app, so go install it. That's the whole step. No training, no manual setup. The AI already knows your catalog.
What happens automatically:
On other platforms this step takes about 30 minutes, since you're uploading data or connecting through an API by hand. Shopify skips all of that.
Step 2: Get your number (2 minutes)
Grab a free number from That Was AI, or connect your own through Twilio or a SIP trunk if you'd rather keep an existing one.
Step 3: Create your assistant (2 minutes)
Give it a name you'll recognize, add system instructions if you want to (it's already tuned for your store, so this is optional), pick a voice, and add a forwarding number for whenever a call needs to reach your team. Hit save.
That's it. There's no step four. The moment you save the assistant, it goes live on the number you connected.
Call it yourself and try it out: ask where an order is, say you want to cancel one, mention a problem with a product, ask about something in your catalog. It'll handle all of it and actually resolve the call, not just log a ticket and pass you along.
Ready to turn your support calls into resolved orders?
Connect your Shopify store in 1 minute and start with 10 free call minutes.