Write down the single request the line must finish (for example 'Where is my order?'), the least customer data it needs, what it may change, and when it must hand over to a person. This short list keeps the build safe.
In Grok Bot, open Connectors, add Shopify and approve the access. According to CellCog's review of the connector, refunds and returns stay blocked, which is a useful safety net.
Paste the 'Plan the phone line' prompt below into a new Bot. Bandholz says it wasn't one prompt: he kept talking to it and changing things as they worked or didn't.
Open xAI's Voice Agent Builder (link below), create an agent, paste the call script, then upload your policies and product FAQ as its knowledge base (the documents it reads answers from).
A tool is an action the voice can take during a call. Ask Grok Bot to help you add a 'look up order' tool. Start with status and expected delivery only, no changes.
Before it reads out anything private, the agent must ask for two details that both match the order (such as order number and email). In an early test the line read out too much customer detail, so do not skip this.
Turn on transfer to a person, or have it email your team a summary with the caller's name and number whenever it can't finish the job.
Use the free number from the builder, or bring your own number over SIP (a standard way to plug an existing phone line in). Make at least 20 test calls, including angry, confused and off-topic ones, and read every transcript.
Only after clean testing, let it change the address on unshipped orders or update subscriptions, with a one-time code emailed to the customer before any change. Keep refunds with a person.
I run [shop name], an online shop on [Shopify] selling [what you sell]. I want a phone support line answered by an AI voice, built with xAI's Voice Agent Builder. Help me build it step by step and ask me before you change anything. The line should: 1. Greet callers as [shop name] and say it is an automated assistant. 2. Answer questions only from my policies: [paste delivery, returns and product FAQ, or attach the file]. 3. Check order status and expected delivery, but only after the caller gives [order number] and [email on the order] and both match. 4. Hand over to a person by [transferring to phone number / emailing a summary to support@yourshop.com] when it can't help. It must never read out full addresses or payment details, never promise refunds, and never change an order without a one-time code sent to the customer's email. First write the call script and the list of tools it needs. Then guide me through each setup click, one at a time, and keep a checklist of what's done.💬 Call script for the voice agent
You are the phone assistant for [shop name]. Speak warmly and briefly, in British English. Start with: 'Thanks for calling [shop name]. I'm the automated assistant. How can I help?' For order questions: ask for the order number, then the email on the order. If they don't both match, say you can't find it and offer to pass them to the team. You may: give order status and expected delivery, explain our delivery and returns policy, and describe products using only the knowledge base. You may not: read out addresses, phone numbers or payment details; promise refunds, discounts or dates you can't see; talk about anything unrelated to [shop name]. If the caller is upset, asks for a person, or you're unsure, say: 'Let me get one of the team to call you back.' Take their name and number and send the summary to [support email]. End every call by confirming what happens next.💬 Weekly check of the calls (Grok Bot routine)
Every [Monday at 9am], read last week's call transcripts from the voice agent [export folder or connected source]. Tell me: the number of calls, the top 5 reasons people called, the calls it couldn't finish and why, any call where it shared information it shouldn't have, and 3 suggested changes to the script or knowledge base. Draft the changes but don't apply them until I say yes.
From https://usecasy.com/use-case/grokbot-shop-phone-line/ · Guide checked 19 October 2026 · Prices are rough and shown in USD unless stated (MYR where relevant).