Seth can create a Re:amaze conversation for your phone calls. Your customers call, Seth handles the conversation, and the calls that need your team land in Re:amaze with a summary, the full transcript and a link to the call in Ringly.

Re:amaze is in beta. If something doesn't work the way this article says, message us from the chat in Ringly and we'll fix it.

You're a Shopify brand that uses Re:amaze for customer support, and you want phone calls in the same inbox as your email and chat.

Fill in the popup:

You can also connect from the Setup tab: open Connect your tools, then Help desk, and click Re:amaze.

If something is wrong, the popup says what, for example That isn't a Re:amaze address. Enter the one you sign in with, like yourstore.reamaze.com. or That email and API token don't match. Use the email you sign in to Re:amaze with and the token from that login. Nothing is saved until the address, email and token are all right.

The token belongs to that user, and Seth creates conversations as that user. Use the login and token of an admin who will stay. If that person is removed from Re:amaze, Seth stops filing calls until you reconnect.

By default, only calls that need a person get a conversation: a caller asked for a person, or asked to cancel an order. These arrive open.

On the Re:amaze row of the Integrations tab, you can turn on Create a ticket for every call. Then every call arrives. Calls Seth resolved are filed quietly as Done, so they don't fill your queue. Calls Seth couldn't finish arrive open, and so do escalations and cancellations.

This setting belongs to the Re:amaze connection, so it applies to every Seth that sends conversations there.

A call that needs your team. An open conversation in your Support channel. The subject reads Phone call follow-up - followed by the caller's number. For a cancellation it reads Cancellation request - order followed by the order number. The customer's first message is a short summary that's safe for them to read. Below it, a private internal note for your team holds the full details: the summary, the caller's number, the call time, the transcript and a link to the call in Ringly.

Every other call (only with Create a ticket for every call on). The subject reads Phone call - followed by the caller's number, with one line saying who called and the same private note. Calls Seth resolved are filed quietly as Done. Calls Seth couldn't finish arrive open.

The customer. If Seth has the caller's email, the conversation is filed under that customer. If not, it's filed by phone number. A caller with a hidden number is filed under a contact named Unknown caller.

Not from Ringly. Conversations Seth creates send your customer nothing, whether they need a person or Seth resolved them. Your customer gets an email only when your team replies, the same as any conversation.

One thing to check: if you set up a Re:amaze workflow or auto-response that emails customers when a new message arrives, it may run for Seth's conversations too. Check it before you connect.

Your team gets notified the same way as any new conversation, under your own Re:amaze notification settings. Calls Seth resolved don't notify anyone.

Seth stops creating conversations in Re:amaze right away. Conversations already in Re:amaze stay there.

If the token stops working, for example because it was reset or the user who connected was removed from Re:amaze, the Re:amaze row on the Integrations tab shows Reconnect, and the owner of the Ringly account gets an email. Until you reconnect, calls that need a person go to your email instead of Re:amaze. Click Reconnect, enter the new login email and token, then click Connect. Your address is already filled in.

You can connect more than one help desk, for example Re:amaze, Gorgias, Zendesk, Freshdesk or Help Scout. Connecting one never disconnects another.

Each Seth sends its tickets to one help desk at a time. To switch, click Send this Seth's tickets here on the help desk you want. If you have more than one Seth, each one picks its own.

Seth looks for the Re:amaze channel with the same address as this Seth's support email. If no channel matches, the calls go to your oldest email channel. To pick a different channel, set this Seth's support email to that channel's address.

Running more than one Seth that should use the same Re:amaze brand? Connect each one to it, and you only set up the token once.

Each Seth picks its channel by its own support email, so each store can land in its own channel.

Every conversation also gets a tag with your store name, which is the company name set on that Seth. Re:amaze keeps the tag's case and drops emoji and commas, and cuts it to 60 characters. Conversations from your Wild West Hardware Seth carry the tag Wild West Hardware.

The Re:amaze row on the Integrations tab shows the exact tag for this Seth. Click the copy icon next to it to copy it. Tags can drive Re:amaze rules, so you can route each store's conversations by its tag.

Seth saves the tag with its first conversation. If you rename your store after that, the tag stays the same, so your rules keep working. Want a new tag? Send us a message.

If one of your brands runs on its own Re:amaze brand, you can connect both. Each Seth picks the brand that gets its conversations.

That Seth's conversations now go to the new brand. Your other Seths keep sending conversations where they did.

Does this cost extra?
No, the Re:amaze integration is included in Ringly. You need your own paid Re:amaze plan. On a per-seat plan, conversations don't cost extra. On the Starter volume plan, a conversation from Seth counts like any other once your team replies to it.

Does Seth read or change my existing conversations?
No. It works one way: Seth creates new conversations for its own calls. It can't read, edit, close or reply to your team's conversations, and replies don't sync back to Ringly.

Will Re:amaze's AI Agent answer Seth's conversations?
No. In our tests, Re:amaze's AI Agent answered emails from customers but never a conversation Seth created.

Will I still get escalation emails?
Once Re:amaze is connected, escalations arrive as Re:amaze conversations instead of emails. If a conversation can't be created, for example because Re:amaze is down or the token stopped working, Seth sends the escalation email to your support address instead, so no call that needs your team gets lost.

Ringly says that isn't a Re:amaze address.
Type the address you sign in to Re:amaze with, like yourstore.reamaze.com.

Ringly says it couldn't find that Re:amaze account.
Check the address again. It should be the one you sign in with.

Ringly says the email and token don't match.
Use the email you sign in to Re:amaze with and the token you generated for that same login.

Ringly says it couldn't reach Re:amaze.
Try again in a minute.

Calls aren't showing up as conversations.
Check that the Re:amaze row on the Integrations tab doesn't show Reconnect. By default only calls that need a person get a conversation, so turn on Create a ticket for every call if you want every call. Calls go to the channel matching this Seth's support email, or your oldest email channel. If they still don't show up, let us know.

Ringly shows Reconnect.
The token was reset, or the user who connected was removed from Re:amaze. Generate a new token for a user who will stay, click Reconnect, and enter it.