Inbound Calls Ops

See every call · track SLIs · clear open callbacks

What happens when a customer calls (24/7)

AI answers every hour. Humans only get a callback ticket when automation can’t finish (called back in business hours).

1 Answer anytime

24/7 brand greeting. Classifies FAQ, tracking, address/cancel, damage, or other.

2 Self-serve FAQ

Hours, shipping, returns, contact — answered from brand policy.

3 Track package

Order # + email → Shopify → tracking # → optional live carrier status.

4 Callback (last)

Refunds, damage photos, failed lookup, address changes needing a human.

Covered: shipping, returns, hours, contact, order status, tracking, address/cancel guidance, damage → callback
24/7 AI · human callbacks only during business hours
No live transfer — tickets land in Callbacks

Your numbers — forward 24/7

Furzzee public+1 (437) 525-0022

→ Retell DID+1 (414) 363-3664

Suteraa public+1 (562) 376-8747

→ Retell DID+1 (562) 418-5827

In Grasshopper set always forward (not after-hours only) so AI answers nights & weekends.

Do this next

Grasshopper → always forward to Retell DIDs (24/7)
Add Retell webhook (Setup tab)
Test a night/weekend call + an order lookup

When	Brand	Caller	Issue

When	Brand	Caller	Result

When	Brand	From → To	Length	Outcome	Sentiment	What they needed

Call detail

These are callers the AI could not fully help. Call them back during business hours.

When	Brand	Caller	Summary	Action

By brand

Brand	Calls	AHT	Contained	Escalated	Cost

Healthy targets

Tool health (24h)

Automation checklist (24/7)

Always on — AI answers nights, weekends, holidays
FAQ — hours / shipping / returns / contact
Order status — lookup_order (order # + email)
Live tracking — track_shipment when a tracking # exists
Address / cancel / damage — guide + callback when a human must act
Callback — last step; humans call back in business hours
No live transfer in this pilot

Retell webhook

Retell → Settings → Webhooks → add this URL for call_started, call_ended, call_analyzed:

https://inbound-calls-tools.pages.dev/webhooks/retell

Or press Sync calls anytime to pull history.

Tool tester

Tool Payload

Ready.

Shopify connection

…

Furzzee Client ID Furzzee Secret Suteraa Client ID Suteraa Secret

Recent tool events

When	Tool	Result

Inbound Calls Ops

Inbound Calls Ops

What happens when a customer calls (24/7)

Your numbers — forward 24/7

Do this next

Needs your attention

Latest calls

Call log

Call detail

Human callback queue

By brand

Healthy targets

Tool health (24h)

Automation checklist (24/7)

Retell webhook

Tool tester

Shopify connection

Recent tool events