AI phone support for ecommerce
Yuma Voice answers your support number, verifies the caller and makes the change in Shopify or your subscription tool before the call ends. It runs on the same Handbook as your email and chat, so every channel follows one set of policies.
The problem
Customers pick up the phone when it's urgent: a wrong address, a box about to ship, a charge they didn't expect. It's also the channel most teams staff least, so callers get hold music, voicemail or “press 1 for orders”.
IVRs route the call but can't fix anything. Outsourced phone teams read from a script that's always a few policy changes behind. And every call that goes unanswered comes back as an email, a chargeback or a cancelled subscription.
“Most voice agents can talk. Very few can actually do anything. If a customer calls, explains a problem, and the outcome is an email arriving three hours later, you've built a slower contact form. The hard part isn't the conversation. It's letting an AI make a real change to a real order and getting that right every time.”
Guillaume LuccisanoFounder and CEO · Yuma AI
Answer every call on the first ring, 24/7, without staffing a phone team
Resolve the request mid-call: skips, refunds, address changes, cancellations
Run phone on the same Handbook as email and chat, with nothing new to configure
Stay in control with draft mode, gradual rollout and handoff rules per process
Get a recording and full transcript of every call, in the dashboards you already use
Integrations
Voice uses the connections Yuma already has to your store and helpdesk. Adding a phone number is a configuration, not an implementation project.
NativeYuma provisions US and UK numbers directly, or routes the number you already have through your telephony provider. In the EU, bring your own number and Yuma routes it, since local numbers need a local entity.
LiveYuma pulls the caller's orders and account history from Shopify the moment it identifies them, then writes the change back: address updates, cancellations, refunds, item removals.
LiveSkip, pause, swap or change the date on a subscription while the customer's on the line. Yuma reads Recharge, Skio and Seal live and confirms the change out loud before it saves.
See the Recharge integration →
HandoffWhen a call needs a person, it arrives in Gorgias, Zendesk or Kustomer with the audio and full transcript attached, so whoever picks it up already knows what happened.
See the Gorgias integration →Add a call button to your site and customers talk to the same agent from their browser. No phone number and no app, just microphone access.
Try it on our demo store →Twilio integration
Shopify integration
Gorgias integration
Zendesk integration
Kustomer integration
Klaviyo integration
Recharge integration
Skio integration
Seal Subscriptions integration
Loop Subscriptions integration
ShipStation integration
Bigblue integrationLive demo
Our demo store, Daybreak Coffee, runs on this exact agent. Ask it to track an order or skip a subscription, then try to trip it up. It takes about two minutes, and there's no signup.
Try the voice demoNo phone number needed
Talk to us, right now.
Start a live voice call from your browser. No dialing, no waiting.
Features
The same agent as your email and chat, with the controls a phone channel needs.
01 / Automate
Answers every callYour number, your greeting, your brand. Yuma picks up on the first ring with no hold time, no queue and no “press 1 for orders”, nights and weekends included.
Verifies the callerYuma identifies the caller and pulls their orders, subscriptions and support history from the systems you already run, before it touches anything on the account.
Acts in your backendIt doesn't leave a note for someone else. Yuma updates the address, removes the item, skips the delivery or processes the refund while the customer waits on the line.
Call button on your siteAdd a browser call button to any page and shoppers talk to the same agent with one click. It's handy for product questions and for customers abroad.
02 / Protect
Confirms before it actsYuma reads every change back and gets a yes before it saves anything. No surprise refunds, no wrong address.
Draft mode and gradual rolloutStart at 10% of calls, or run in draft mode and listen to what Yuma would say. Turn it up per process as trust builds, with the same controls you use on email.
Hard LimitsCaps on refund amounts, credits and order changes that Yuma never crosses on a call. It also never takes card numbers or payment details.
Handoff for the edge casesFor calls outside your policies, you choose the path per process: transfer to your team with context, take an email and open a ticket, or point the caller to the right channel.
03 / Measure
Recording and transcriptEvery call is recorded and transcribed, with a player built into Yuma. Escalated calls reach your helpdesk with the audio and transcript attached.
Same conversations, same metricsCalls land in the same conversations view, ticket list and dashboards as email and chat. There's no second reporting tool to check.
04 / Scale
One HandbookPhone follows the same policies, playbooks and brand voice as email and chat. Change a policy once and the next call follows it.
Multilingual, mid-callYuma answers in the caller's language and follows if they switch mid-sentence. One number, one agent, no separate setup per market.
Your number or oursUS and UK numbers provisioned by Yuma, your existing number routed through your telephony provider, or a bring-your-own EU number.
After hours, or all hoursRun Yuma nights and weekends only and keep your team on the phone during business hours, or let it take every call. It's a two-minute config change, with servers in the EU or US.
Call our demo store first, then book a demo and we'll show you Voice running on your own Handbook and order data.
Already on Yuma? Voice runs on the Handbook you already have. Your account manager can switch it on.
Listen for yourself. The demo is a real call, not a scripted sample. Yuma speaks naturally, handles interruptions and confirms details before it acts on them.
No. It's the same Yuma agent as your email and chat, reading the same Handbook and following the same guardrails. Turn it on and your phone number becomes another way into the system you've already built. See Support AI.
It verifies the caller, finds their orders and subscriptions, and makes the change in your backend while they wait: address updates, cancellations, refunds, item removals, subscription skips and swaps.
Yuma confirms every change out loud before making it, and every call is recorded. You choose how much it's allowed to do per process, and you can start in draft mode or on a share of calls.
For calls outside your policies, you pick the path per process: transfer to your team with context, collect an email and open a ticket with the recording attached, or point the caller to the right channel.
No. Yuma doesn't collect card numbers or payment credentials on a call.
No. Connect the one you have, or let Yuma provision a US or UK number. EU merchants bring their own.
Yuma handles multiple languages out of the box and follows if a caller switches mid-sentence.
Yes. Plenty of teams run Yuma nights and weekends and keep people on the phone during business hours. It's a two-minute configuration change.
If Yuma already handles your email and chat, Voice uses the same connection. Nothing new to wire up. See the integrations catalog.
Servers in the EU or US, your choice.
Yuma is SOC 2 Type II certified (audited by Johanson Group LLP), GDPR and CCPA compliant, and certified under the EU-U.S. Data Privacy Framework. Yuma processes customer data as a processor under a Data Processing Agreement and never sells or shares it. Data is encrypted in transit and at rest, and access is protected by role-based access control and MFA.
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