Q: Does my Consio plan (e.g. the $120/month package) include a phone number?
A: Yes. Every Consio account comes with a dedicated phone number (local or toll-free) for your brand, included in your subscription. Consio will provision this number for you and even whitelist/register it with carriers (after you provide business details) to ensure your calls aren’t flagged as spam.
Q: How are call minutes and SMS credits calculated in Consio?
A: Consio uses a flexible credit system for usage. 10 seconds of connected call time = 1 credit (so 1 minute = 6 credits) and 1 SMS message = 1 credit. Each pricing tier includes a bundle of credits (e.g. the $60 plan includes 2,400 credits for up to 400 minutes). If you exceed your plan, extra usage is just 6 credits per additional call minute (≈$0.10) or 1 credit per extra SMS.
Q: Do I have to pay if a call is unanswered?
A: No. You are not charged for unanswered calls. Consio only counts minutes when you’re actually connected with a customer. If a call isn’t picked up, you won’t incur any minute charges. (If you choose to drop a voicemail on an unanswered call, then a small credit cost applies for that voicemail - see below).
Q: Do voicemails or short calls (under 30 seconds) use up credits?
A: Yes, but at a minimal fixed rate. Any call that is very short (under 30 seconds) or a dropped voicemail will consume a flat 3 credits. In practice, this means if you leave a voicemail for an unanswered call (or the call is extremely brief), it’s counted as the equivalent of 30 seconds of talk time (3 credits).
Q: Does Consio charge per user or agent on the team?
A: No. You can have unlimited agents/users on your Consio account at no extra cost. Consio’s pricing is based only on your usage (call minutes/SMS), so adding or removing team members won’t affect your bill. This gives you the freedom to scale your calling team up or down as needed without penalty.
Q: Do I have to pay if I send an SMS through Consio?
A: If you include an SMS in your outreach, it will use credits as mentioned (each SMS = 1 credit). There is no separate surcharge beyond that. In other words, a text message simply deducts one credit (≈$0.016) from your plan, with no hidden fees.
Q: Do you offer a free trial or free plan?
A: Yes. You can sign up and set up your Consio account for free. In fact, Consio allows you to create an account, integrate your store, and prepare call campaigns without any upfront charge. A credit card is only required once you’re ready to provision a phone number and start making calls (i.e. to begin live calling). This means you can explore the platform and build campaigns at no cost before going live.
Q: Does Consio provide live sales agents to make calls on our behalf?
A: Yes, Consio is a platform that can also provide human sales agents. If you need to hire outbound sales callers or staff to run your campaigns, Consio can also help you.
Q: Is Consio TCPA compliant (how does it handle legal compliance for calling)?
A: Yes, Consio is designed to comply with Telephone Consumer Protection Act (TCPA) regulations, and it provides tools to help you stay compliant. Notably, Consio does not use autodialers or robocalls : all outbound calls are manually initiated by a human (click-to-dial), which avoids the stricter TCPA rules on automated calls. Additionally, Consio only calls customers who have given their phone number (e.g. via checkout or forms, no cold calling), establishing a prior business relationship and proper consent for contact. The platform also maintains an account-level Do-Not-Call (DNC) list to honor opt-outs, and it limits call attempts (e.g. max 3 call attempts per number per day) to further ensure respectful, lawful outreach. Compliance is a shared responsibility, but Consio provides these safeguards so your campaigns remain on the right side of the law.
Q: Does Consio handle inbound calls (incoming customer calls)?
A: Yes. Consio isn’t just for outbound dialing, it also supports inbound calls. When customers call your dedicated number, Consio’s AI Voice Agent can answer 24/7. The AI agent will greet the caller and can handle common FAQs (e.g. questions about orders, returns, store info), guide customers (even help with checkout issues), collect information, and if needed automatically escalate high-intent callers to a live rep on your team. All of this is done with full Shopify customer context on screen for your team when they take over. In short, Consio ensures your customers get an immediate response at any hour, and important calls get routed to the right person with context.
Q: What is a “voicemail drop” and how does it work in Consio?
A: A voicemail drop is a feature that lets your team leave a pre-recorded voicemail message without actually ringing the customer’s phone. Consio’s power dialer can automatically detect when a call goes to voicemail and then “drop” your pre-recorded message directly into the customer’s voicemail inbox (bypassing the ring). This saves your agents time, they don’t have to manually repeat messages, and it ensures a perfect, consistent voicemail is delivered to every customer who misses your call. The customer will simply see a voicemail from your business, and your agent can move on to the next call immediately.
Q: What integrations does Consio support (Shopify, etc.)?
A: Consio was built for Shopify stores, so it integrates natively with Shopify. You can connect your store in seconds, and Consio will pull in your customer and order data in real time. It also offers a one-click integration with Klaviyo (so you can import your email/SMS marketing segments, like abandoned cart lists or VIP customers, and call them through Consio). Additionally, Consio works with Gorgias to link call activity with your support tickets, creating a unified view of customer communications.
Q: How long does it take to onboard and see results with Consio?
A: Onboarding is very quick. Consio is designed to be plug-and-play with Shopify, so setup is straightforward. Merchants often get their first campaign up and running within a day. Many businesses have even seen sales from Consio calls on the very first day of launching a campaign. The dashboard is intuitive, and the Consio team is responsive in helping with any questions, so you can start recovering sales (like abandoned carts) and engaging customers via phone very quickly.
Q: What is the Ecom Power Dialer?
A: An outbound dialer built for Shopify lists/segments to call at scale, optimize connection times, and auto-drop voicemails on no-answers.
Q: What are AI Voice Agents in Consio?
A: Natural-sounding agents that answer 24/7, resolve routine requests, and hand off instantly to a human for high-intent or complex cases.
Q: Does Consio support SMS as well as calls?
A: Yes. Two-way SMS lives in the same hub as calls for unified history and follow-ups.
Q: Do you provide call recordings and transcripts?
A: Yes. Calls can be recorded + transcribed, with AI summaries for quick review and coaching.
Q: How is Consio priced overall?
A: Usage-based, no per-seat fees. Pick a credit bundle that fits your volume; scale up/down anytime. Sign-up is free; you’re billed when you start calling.
Q: How does Consio enable me to track and measure the performance of my call campaigns (KPIs/ROI)?
A: Consio centralizes all call data (inbound/outbound) on a single dashboard. There, you can track key indicators (connection rate, conversion rate, revenue generated, etc.). Each call is linked to a Shopify order and has an AI report (summary and transcript), allowing you to accurately evaluate agent performance and return on investment.
Q: Can I schedule my calls according to specific time slots or time zones?
A: Yes. In each campaign's configuration, you define the authorized call time slots. Consio automatically adjusts the call times according to the customer's local time zone. This ensures that your calls are only initiated at appropriate times for each recipient (e.g., during local business hours).
Q: How does Consio attribute sales made following a call?
A: By default, Consio attributes any sale made within 7 days of a call connected to that call. This attribution period can be adjusted, but 7 days is the default setting, allowing revenue generated to be linked directly to calls made.
Q: Can I have multiple phone numbers with Consio (by country, by campaign, etc.)?
A: Yes. You can create multiple dedicated numbers in Consio, for example a local number and a toll-free number. Each number is configured separately: when creating a number, you must provide company information for whitelisting with operators. Consio generates a number in the desired region with identification (CNAM). You can then set up specific incoming call routing for each number to route calls to the right agents.
Q: Can I set the number of call attempts per contact?
A: Yes. In the configuration of each campaign, you choose the number of times Consio will call back the same contact. By default, we often recommend limiting follow-ups (e.g., 3 attempts per customer) to remain compliant and avoid annoying the person. You are free to change this setting according to your strategy.
Q: Can I adjust my Consio plan based on my monthly call volume?
A: Absolutely. Consio operates on a pay-as-you-go basis (minutes and texts) with no commitment per user. You choose a base plan (for example, 100 minutes for $30), and you pay for additional minutes (~$0.10/min) only if you exceed your limit. This means you can increase or decrease your usage each month without penalty, allowing you to adjust your plan to your business activity.
Q: Can I track the revenue generated by each agent and reward them accordingly?
A: Yes. Consio displays the revenue generated per call and per agent directly on the dashboard. This allows you to view the sales made by each team member. This data allows you to measure individual performance and even award commissions or bonuses based on the revenue they have helped to generate.
Q: What types of call campaigns can I run with Consio?
A: Consio is built for targeted, revenue-focused calling. You can spin up campaigns from Shopify/Klaviyo segments in minutes, power through them with the dialer, auto-drop voicemails on no-answers, and track every order back to Shopify. Proven plays include:
Abandoned Cart
Nudge shoppers who left items behind. Best practice: call or voicemail 24–72h after abandonment, then a final follow-up at Day 7 with a gentle incentive.
Abandoned Checkout
Recover near-misses who started payment but didn’t finish. Call at Day +1, then Day +3 and Day +10–20 if still pending; offer help (address, payment, sizing) rather than discounts first.
Post-Purchase Upsell
Suggest complementary or upgraded items. Trigger within 7–15 days of delivery (or purchase) and tailor to the product bought (e.g., refills, bundles, accessories).
New Purchase Loyalty / “Next-Order 20% Off”
Thank new customers and invite a second purchase. Call or voicemail 48–96h post-order with a small, time-boxed incentive to drive repeat behavior.
Hot Leads
Fast-track highly engaged visitors (multiple sessions, quote requests, guide downloads, email clickers). Call within hours of the signal to convert intent while it’s hottest.
VIP Clients
Treat high-AOV or frequent buyers to white-glove outreach: early access, limited drops, personal thank-yous. Schedule quarterly or around key launches.
Win-Back / Lapsed Customers
Re-engage buyers who haven’t purchased in 90–180 days with a check-in, style tips, or a tailored offer based on past orders.
Subscription Save / Renewal
Prevent churn with reminder calls 7–10 days before renewal or when a payment fails; offer pause/skip options and resolve billing/address issues on the spot.
New Product Launch / Back-in-Stock
Notify waitlists or best customers first; combine a quick call + voicemail drop + follow-up SMS/email for maximum reach.
Please let us know if you need any further information that is not included in this FAQ.
You can send us an email at [email protected]. Always happy to help!