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Call Center and Agents

Call-center agents phone your customers and confirm orders on your behalf. Each agent has their own username and password and signs in to a separate workspace where they see only the orders assigned to them.

Plans​

The call center is available on the Growth, Pro, and Enterprise plans:

  • Growth: up to 3 agents.
  • Pro: up to 10 agents.
  • Enterprise: no limit.

If your plan does not include the call center, the Call Center section shows an upgrade message instead of the agent list. See Subscription and Billing.

Add an agent​

  1. Open Call Center from the dashboard sidebar.
  2. Click Add Agent.
  3. Fill in Full Name, Username, and Password. Email Address is optional.
  4. Click Create Account.

If you have reached your plan's agent limit, the agent is not created until you upgrade or delete an agent.

Each agent card has four icons:

  • Copy: copies your store's agent login link. Send it to the agent together with their username and password.
  • External link: opens the login page in a new tab.
  • Pencil: edits the agent's name, email, username, or password. Leave Password (New) blank to keep the current password.
  • Trash: deletes the agent.

The login page (Call Center Portal) is separate from the dashboard login. When the agent opens it from the copied link, Store ID is already filled in, so they only enter their Username and Password. The field also accepts your store's slug instead of the ID.

The agent workspace​

The agent has two sections:

  • Dashboard: their own figures, including Today Assigned, Today Confirmed, and Confirmation Rate, and a chart of assigned versus confirmed orders over the last seven days.
  • Orders: only the orders assigned to them.

From Orders, an agent can:

  • Edit the customer details, address, products, delivery company, notes, and amount.
  • Create a new order, which is assigned to them automatically.
  • Refresh the order's delivery status.
  • Change the order status, within limits.

An agent can move an order between Pending, Confirmed, Call Back, and Cancelled, and can flag a pending order as suspected fake. An order flagged as suspected fake can only be cancelled by an agent, never confirmed. Shipped, delivered, and returned statuses come from the delivery company, so an agent cannot set them by hand. An agent also cannot reassign an order to another agent.

When an agent confirms an order, the same thing happens as when you confirm it: if the order has a delivery company, it is sent to that company. See Delivery Company Setup and Order Lifecycle.

Assign orders to agents​

  • Automatically: see Agent Auto-Assign.
  • Manually: in Orders, pick the agent in the Agent column, or open Edit order and pick them in the Agent field. Choose Myself to keep the order yourself.

Delete an agent​

Deleting an agent disables their login and closes the open orders assigned to them. Those orders stay in your Orders list with no agent, and you can assign them to another agent.