AI IVR & smart call routing

Inbound calls are too valuable to send to a phone tree.

Consio AI Voice agent for Shopify can now answer instantly, understand what callers want, answer mst of it, and route them automatically to an AI agent, a human agent, the right team, or voicemail.

No “Press 1 for…”. Callers just speak naturally (“order status”, “returns”, “sales”, “VIP”) and Consio handles the rest.

Set call routing options directly from your AI agent, using natural language to determin which path of escalations conversations handed to.

View AI IVR & smart call routing in Consio

Attributed Orders 

If you run phone + SMS, you shouldn’t have to bounce between pages to answer one question: what actually drove revenue?

Attributed Orders gives you a clean snapshot for any date range (total revenue, total orders, AOV), then breaks it down order-by-order with the exact touchpoint (Connected call / Voicemail / SMS), plus the agent and campaign behind it.

Click into an order and you’ve got the context in seconds. No more guessing.

View attributed orders in Consio

Call transfers & smarter inbound routing

Some calls shouldn’t stay with the first person who picks up, and now they don’t have to.

You can now transfer a live customer call to the right teammate, and admins can route inbound calls to:

• multiple agents

• teams

• or a mix of both (so routing stays scalable as you grow)

You’ll also get a clearer view of multi-step calls (handoffs, call legs, who handled what), so nothing gets lost when a conversation moves.

View smarter inbound routing in Consio

Other improvements

• Richpanel integration – smoother handoff between phone conversations and Richpanel tickets for faster support resolution.

• Multiple phone inboxes (Advanced inboxes v0) — a cleaner multi-inbox experience, plus new inbox actions (like bulk actions and quick access to inbox settings) to manage multiple numbers faster.