Turn on the AI phone front desk so AI answers your calls
Once it is on, the number visitors dial from your store page is the AI front desk number and the AI greets them from your material. This guide covers how to check the status, how to prepare, how to request it, and how you choose which number your store page shows.
Before you start
- Your FAQs, knowledge entries and opening line are already in place (see “Let AI greet visitors on your store page”)
The “Call” button on your store page dials whichever number is selected under “Who answers calls from your store page”. Once the AI phone front desk is on, the AI front desk number is selected by default, visitors who open it see the note “This number is answered by the AI front desk”, and calls are answered by the AI from the greeting and knowledge material you prepared. You can also switch this to “Call me directly”, and visitors then reach your own phone.
- Open the “AI Front Desk” page under “AI Reception” in the sidebar. The “Front Desk Overview” card has an “AI Phone Front Desk” row: “Not enabled” means no number has been assigned yet, and “Enabled” means calls are already answered by the AI.
- Get your material in before you turn it on: the knowledge entries in “AI Knowledge Base”, the FAQs in “Storefront Page”, and the opening line on this page — what the AI says on the phone comes from the same material as online consultation on your store page.
- After it is on, this material takes care of itself: save your changes and the system pushes your knowledge entries, FAQs and opening line to the phone front desk automatically.To push a particular change sooner, go to the “AI Front Desk” page under “AI Reception” in the sidebar and click “Sync now” once; that button only appears once the front desk is on.
- Once your material looks right, open a new ticket under “Help & Support” to request the AI phone front desk, and the platform assigns a number to your store.The number is assigned and filled in by the platform; you cannot enter it yourself. Before it is on, the same entry point sits next to the contact number in Store Profile, reading “Want it enabled? Submit a request in Help & Support”.
- Once it is on, go back to the “AI Front Desk” page and check the status reads “Enabled”, then open your store page and click “Call” — the number note that pops up reads “This number is answered by the AI front desk”, and dialing it reaches the AI.
- The same row has “Who answers calls from your store page”, with two options: pick “The AI front desk” and your store page shows the AI front desk number; pick “Call me directly” and it shows the contact number you entered, so visitors reach you in person. It saves as soon as you pick one, and the result appears below.Switching to “Call me directly” does not give up the AI number — you can switch back at any time.
The AI front desk answers by default, so once it is on, the number visitors dial is no longer your own phone; to have them reach you directly, set “Who answers calls from your store page” to “Call me directly”. To pause or shut down the number itself, contact the platform through a ticket the same way. To update the material, just change the knowledge entries in “AI Knowledge Base” or the FAQs in “Storefront Page” — there is no need to apply again; the system pushes the new content to the phone front desk automatically, and to make it take effect right away, click “Sync now” once on the “AI Front Desk” page.