Call history

Calls is the log of everything that’s come through your Callify number, newest first.

The columns

Caller — the number that called, with an arrow icon showing whether the call came in or went out. Customer names aren’t shown in the list; open the call to see whether it matches someone in your Shopify store.

Location — roughly where the call came from: city and state or province, plus the country for numbers outside the US and Canada. It’s derived from the number, so it’s approximate — a mobile keeps the area code it was issued with, wherever its owner has since moved.

Date — when the call came in. Recent calls show as Just now, 5 min ago, 2 hours ago, 3 days ago; older ones show the date.

Duration — how long the call lasted.

Status — what happened. See below.

Recording — a player for the call’s audio, if it has any: the call recording, or the voicemail if the caller left one. A dash means there’s no audio.

What each status means

Completed — you answered and spoke to the caller.

Missed — nobody took the call. Either you were closed, or you didn’t accept a screened call, or your phone didn’t answer, or the caller hung up while it was still ringing. If voicemail is on, there may well be a message in your voicemail inbox from this caller.

Canceled — an outgoing call that was hung up before it was answered. Calls coming in to your store are never Canceled; a caller who hangs up early shows as Missed.

Failed — the call couldn’t be completed at all, typically a carrier problem somewhere between the caller and us.

Calling — ringing right now.

In progress — connected right now.

Filtering and searching

Two views sit at the top, in the view menu:

• All — everything.
• Missed — only calls nobody took. This is the useful one for a morning catch-up: it’s your callback list.

The search box matches phone number or location, so you can find every call from a number, or everything from a particular city.

If a search comes back empty, Clear filters puts you back to the full list.

A call’s detail page

Click any row to open it. You get:

• The status, direction and location, then Date & Time and Duration.
• Customer — if the caller matches someone in your Shopify store, their card appears with contact details, order count and lifetime spend.
• Call recording — audio plus a speaker-labelled transcript, if the call was answered and recording was on.
• Voicemail — audio plus transcript, if the caller left a message. Playing it here marks it Listened in your inbox too.

Both audio and transcript can be downloaded from each recording’s actions menu (the ⋮ button). Once a recording has passed your plan’s retention period, its audio and transcript are gone and a dash shows in place of the player.

Customer name hidden?

If you see “This number belongs to a customer, but showing their name needs protected customer data access,” it means Callify has matched the number to a customer but doesn’t have Shopify’s permission to display their name. That permission is granted at the app level in your Shopify admin — see privacy and your data.

Exporting your log

In Settings → Tools, Export call history has an Export button that downloads a CSV of every call and voicemail on record. It has one row per call with:

Date · Direction · From · To · City · Region · Country · Status · Duration (seconds) · Call recording · Voicemail · Voicemail listened

Dates are in your store’s timezone. The last three columns are Yes or No; Voicemail listened is left blank on calls with no voicemail.

Transcripts aren’t included — they’d make the file unwieldy. Download those individually from a call’s detail page.

The CSV opens in Excel, Numbers or Google Sheets, which is the easy way to count calls by month, find your busiest hours, or see which regions call most.