What it is #
An event-driven call is an outbound call that fires automatically when something happens in your Shopify store — no manual trigger needed.
When to use it #
- Order placed → thank-you call with upsell
- Order cancelled → "what went wrong?" recovery call
- Refund issued → confirmation + feedback call
- Abandoned checkout → 30-minute-later nudge call
- New customer signup → welcome call
- Draft order created → payment-reminder call
Supported trigger events #
| Event | When it fires |
|---|---|
| Order placed | Immediately after checkout |
| Order fulfilled | When you mark an order fulfilled |
| Order cancelled | When an order is cancelled in Shopify |
| Order partially fulfilled | When partial fulfillment happens |
| Refund created | When any refund is issued |
| Abandoned checkout | 30 minutes after cart abandonment |
| New customer signup | When a customer creates an account |
| Draft order created | When you draft an order in Shopify admin |
| Custom offer / promotion | When you tag a customer for a promo |
How to use it #
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1
Go to Event-Driven Calls
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2
Click New Event Config
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3
Name the config e.g. "Welcome call on new signup"
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4
Pick the Trigger Event from the dropdown
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5
Pick the Virtual Agent that should make the call
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6
Pick the Provider and Phone Number
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7
Save
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8
Toggle Enabled on
What happens next #
From that moment, every time the trigger event fires in your Shopify store, Voice Nimble dials the relevant customer within 30 seconds.
Tips & best practices #
- Keep the agent's script short — you're an interruption, respect the customer's time
- Always offer a way out ("I can call back tomorrow if now's a bad time")
- Use separate configs per event — don't reuse one script for "order placed" and "order cancelled"
Troubleshooting #
| Problem | Fix |
|---|---|
| Config isn\'t firing | Check that Enabled is on, and that the Shopify webhook is connected (re-install app if needed) |
| Wrong agent picking up | Each config points to one agent — double-check the Virtual Agent field |
| Customer has no phone number | Event-driven calls skip customers without a phone on file |