Linking Shopify customers

When someone calls or texts, Callify looks their number up in your Shopify customers and shows you who they are — before you pick up or reply.

What you see

Where a number matches a customer, you get a card alongside the conversation with:

• Their name
• Contact information
• How many orders they’ve placed
• Total lifetime spent

It appears on a call’s detail page, in a message thread, and next to a voicemail — so you know whether you’re talking to a first-time buyer or someone who’s spent thousands with you.

How the matching works

By phone number. If the number that called matches the phone number on a Shopify customer record, they’re linked automatically. Nothing to set up.

It’s right almost always. It’s wrong when:

• The customer is texting from a second phone — a work mobile, a partner’s.
• They’ve never given you their number, so there’s nothing to match.
• The number on their Shopify record is out of date.

Linking someone by hand

In a message thread, use Link a customer:

1. Search by name, email or phone number.
2. Pick the right person from the results.

That link sticks. The thread stays attached to that customer even though the phone number wouldn’t have matched them.

Change customer swaps it for someone else. Remove customer detaches them — and it stays detached; Callify won’t quietly re-link the same person on the next page load.

“Customer name hidden”

If you see:

Customer name hidden — This number belongs to a customer, but showing their name needs protected customer data access.

…then Callify has matched the number, but doesn’t have Shopify’s permission to show you the name.

Shopify treats customer names, emails and addresses as protected customer data, and an app needs explicit approval to display them. Until Callify has it for your store, matched customers show without names.

Everything else keeps working — the match is still made, the thread is still linked, order counts still show. It’s the name that’s withheld. The same note can appear in customer search results.

This is a Shopify-level permission rather than a Callify setting; see privacy and your data for the detail.

Using the context well

The card is there so you can answer better, not just faster:

• Someone with 12 orders asking about a delayed delivery is worth more patience than the ticket implies.
• A first-time caller with no orders is a sales question, not a support one.
• Their last order is usually what they’re calling about. Check it before you answer.