OnHand Voice support

We answer by email within one business day (Monday to Friday, 9:00–17:00 CET).

Getting started

Install OnHand Voice from the Shopify App Store. It imports your products, variants, prices and inventory per location.
Open Rules: rank your locations (rank 1 is "on hand"), add preferred vendors, your transfer number, business hours and the topics that always go to a person.
Open Test call and ask about a product, an out-of-stock item and an order. Every answer shows its source.
Open Phone number: connect your Twilio account (Account SID and Auth Token), then choose or buy a number.
Forward your existing business number (all calls, no-answer or after-hours calls) to the OnHand Voice number. No porting is needed.

The agent says an item is out of stock but it is not. Check that the item tracks inventory at the location you ranked first, then press "Sync catalog now" on the Overview page. The agent re-reads stock from Shopify before each product answer.
Order status asks for phone digits. The agent shares order details only when the caller ID or the last four digits match a phone number on the order.
Calls go straight to voicemail. Your monthly minutes may be used up (see Overview), or after-hours is set to voicemail-only in Rules.
Twilio says the signature is invalid / calls fail. Press "Re-apply" next to your number on the Phone number page so the webhook points to OnHand Voice.

When you write to us, include your store's myshopify.com address and the time of the call. Never send your Twilio Auth Token by email.