Note: caller recognition + Shopify data lookup are available on the Grow plan and above.
1) Call history context (no Shopify required)
When someone calls in, Seth automatically pulls prior call context tied to the caller’s phone number:
Full transcripts from the last 2 phone calls
Summaries from the last 10 phone calls
This helps Seth continue conversations naturally (“Last time you called we discussed…”) even if Shopify data isn’t available.
2) Shopify customer recognition (via phone number)
If you’ve connected Shopify, Seth also checks Shopify for a matching customer using the caller’s phone number (caller ID). If a match is found, Seth can pull:
Customer first + last name
Customer email address
Customer address
Customer’s most recent order, including order details (items, status, etc.)
You can find what caller info Seth pulled on the Call History page for each call:
3) Improving match rate (important)
Seth can only match callers to Shopify customers if the customer’s phone number exists in Shopify.
If you require phone number at checkout, merchants typically see ~80–90% of inbound phone calls matched to a Shopify customer.
4) Why a caller might not be recognized
Common reasons include:
Customer didn’t provide a phone number at checkout
Customer is calling from a different number than the one on their Shopify account
Customer is a first-time caller / not yet in Shopify
5) What happens when there’s no match
If Seth can’t match the caller to Shopify, he can still:
Use the prior-call context (transcripts + summaries)
Help with all support questions, including looking up orders and requesting returns, but it'll just be easier when Seth has all context and information instead of asking the caller.