Can I get AI to answer my phone calls?

Yes — for documented intents. The agent greets the caller, answers from help articles and prior solved tickets, runs an allowed action (Shopify lookup, Calendly book), and hands off when the request is out of bounds. Message-taking is the fallback, not the ceiling.

It cannot replace licensed advice, medical judgment, or unattended refunds with no guardrails. Teams with no written policy should not forward the production line.

This page is the how. Who to buy: best AI chatbot that also answers the phone. Fin-specific yes/no: Does Intercom Fin answer the phone?. Phone-only tools: best AI answering service.

What happens on the call

1. Connect. Forward your number or publish a new one. Guzli can take the line always, or only on no-answer, busy, or after hours.
2. Hear intent. Tracking, return, booking, “human please.”
3. Retrieve your answers. Same help articles, solved tickets, site pages, and files you trained for chat. It should not invent a policy.
4. Act, if allowed. Look up a Shopify order. Check Stripe. Book Calendly. Create a ticket in Salesforce, Zendesk, or Guzli’s own help desk.
5. Stay or hand off. Finish the request, or warm-transfer / open a ticket with a summary.

Voice adds latency, barge-in, and a number. It does not add a second brain if you train once. Same loop as a customer support AI agent on the website.

Fin Voice is a real voice agent for CX inside Fin. It has been sales-gated. A no-code agent you publish is the other path when you are not buying that suite.

What belongs on the line — and what does not

Works when content and permissions are clear: hours and shipping cutoffs, product and policy questions grounded in how similar tickets were actually closed, order status and tracking, return eligibility, refund status after a return exists, calendar booking, lead intake, after-hours so the line is not voicemail.

On Guzli those answers can also run in website chat. The AI receptionist is inbound front desk plus that widget.

Draw the hard line before you forward production traffic:

• Unapproved money movement. Refunds and cancellations need policy checks.
• Identity-sensitive changes without the verification you would require of a new hire.
• Legal, medical, or tax advice. Point at published policy. Do not impersonate a license.
• Calls that need empathy more than an answer. Transfer. Do not trap the caller.
• Anything missing from your source of truth. Escalate. Do not guess.

If you cannot write the rule in a help article or point to a solved ticket, do not let the agent improvise it on the phone.

Same workflow on the widget and the call

Shoppers chat from the order page, then call when the package is late. The action should be the same.

Order lookup. Email or order number in. Shopify (or BigCommerce, WooCommerce, PrestaShop) status and tracking out. Shopify support chatbot.

Returns. Check the window and the published policy. Start the flow if allowed. Explain and offer a human if not.

Refunds. Same guardrails on both channels. Do not give voice a wider refund permission than chat.

Tracking. Look up the shipment. Do not recite “allow 5–7 days” when a tracking number exists.

Subscriptions. If you bill on Stripe, explain invoices and run the actions you allow. Stripe subscription support.

Booking. Calendly (or the calendar you already use) on the call and in chat.

Named tools only: Shopify, BigCommerce, WooCommerce, PrestaShop, Stripe, Calendly, Zendesk, HubSpot, Salesforce, Slack, WhatsApp, Zapier, and a custom API. Not “every tool.” Guzli is not a Shopify App Store app.

Forward the number last

Train on the live help center and solved tickets. Test the same ten questions in chat and on a staging number. Write handoff rules: customer asks for a human, identity fails, refund exceeds a limit, sentiment is stuck. Forward after hours first. Expand to overflow, then to full-time if quality holds. Unanswered questions become help articles.

Hobby is $49/mo chat-only. Voice starts on Standard at $149 + 16¢/min. Pro is $499 + 14¢/min. Concurrency is a plan limit — check /pricing/ before you promise the line is never busy. Cost models: AI call answering service cost. Rollout: AI in customer service. Measure with your volumes, not vendor slogans: AI chatbot ROI.

Tell callers they are talking to AI, and give an easy path to a person. A fake human voice is worse than a short honest greeting. Forward the business number; keep a personal cell for transfers.

A good voice agent is not a chatbot reading a script out loud. Same retrieval and actions as chat, with speech timing. An IVR tree is the old product.

Hear it on a number: book a demo.