Answer pre-sale tickets with a phone call while the shopper is still deciding
When a shopper writes in with a question before buying, the ticket can start a Loop Voice flow. The agent calls within minutes, answers from your knowledge base, texts the product link and hands anything complex to your team.
Gorgias connects with OAuth, and every escalation from calls and texts creates a Gorgias ticket.
- Shopper writes inA new Gorgias or HubSpot ticket
- Callback in minutesWhile they're still deciding
- Answer from your docsKnowledge base, not guesses
- Product link by textOr a handoff to your team
The short answer
A ticket callback answers a pre-sale question by phone: a shopper writes in, and a Loop Voice agent calls back within minutes, answers from your knowledge base and texts the product link. HubSpot ticket events start flows, a Gorgias event, such as a new ticket, can start a flow, and Zendesk tickets can reach one through Zapier. Only pre-sale tickets from shoppers who agreed to calls should reach it, so test that complaints stay out before the call goes live. There are no Loop Voice results for this play yet.
The closest real call: a pre-sale question answered by phone
We haven't recorded a ticket callback yet. The closest match is this inbound call: a caller recovering from knee surgery asked whether a health device brand's product was safe for them before ordering, and the agent stayed within the brand's published safety guidance. The card also shows a 10% code texted on that call; a callback can start without one (see the discount setting below).
Full transcripts are in the call library.
A shopper who writes "will this sectional fit up my stairs?" is deciding today. A written reply after the queue clears tends to start a thread (which stairs, how narrow, is there a landing), while a short call asks all of it at once, the same morning.
When it works, and when to skip it
Works well for
- Products with questions a product page can't settle alone: fit through a doorway, compatibility, sizing, delivery dates.
- Pre-sale questions that reach Gorgias or HubSpot as tickets, from email or a contact form.
- Pre-sale forms that ask for a phone number and record agreement to calls and texts (calling rules).
- A knowledge base that already answers your common pre-sale questions.
Skip it for
- Complaints, refunds, damaged items and anything that needs a person's judgment. Those get a reply from your team, never a callback.
- Helpdesks where a test complaint still reaches the flow: answer pre-sale questions by email until it stays out.
- Shoppers who wrote in without a phone number or without agreeing to calls. Answer them by email.
- Quotes your team builds by hand, such as a custom configuration: send those to a person from the start.
Set it up in Loop Voice
Decide which tickets qualify
Agree with your support team on what counts as pre-sale: fit, sizing, compatibility, stock and delivery dates. Tag those tickets in Gorgias or Zendesk, or give them their own HubSpot pipeline.
Ask for a number and consent
On the form shoppers use for product questions, add a phone field plus an unticked consent box covering texts and AI-voiced calls from your store. The consent record lives with your form, not with Loop Voice.
Connect the helpdesk and build the flow
In Settings, Integrations, connect Gorgias with OAuth, HubSpot by authorizing on HubSpot with no API key, or Zapier for Zendesk. Behind the ticket event the flow needs only a short wait and the Call step; the agent texts the product link during the call.
Keep complaints out
Leave the call step in Draft, send one test complaint and one test product question, and watch the flow's live tracking. Set the call step to Live only when the complaint stays out. If it gets in, sort tickets before they reach Loop Voice: in Zapier, a Zendesk New Ticket in View trigger on a pre-sale view, or a filter on the HubSpot pipeline.
Load the answers, then rehearse
Upload spec sheets, size charts and delivery terms, and use the retrieval test on your most common pre-sale questions. Then run the simulator's confused customer and skeptical shopper.
Settings to check before the first callback
Guardrails, discount codes and the escalation path sit on the agent, so a callback agent can run stricter rules than your support line.
- Trigger
- A HubSpot ticket event, or a Gorgias event, such as a new ticket. Zendesk tickets come through Zapier, whose Zendesk app has a New Ticket in View trigger; it needs Zendesk Team or higher and a paid Zapier plan (Zapier's Zendesk guide).
- Delay before the flow starts
- About five minutes, so the call lands as a reply to the question they just sent, not out of nowhere.
- Knowledge base
- Site pages, policies and FAQ crawled, products synced, product documents refreshed nightly so prices and stock stay current, plus the PDFs your team answers from. The readiness score and answer gaps show what it still can't answer.
- Guardrails
- Turn on never hallucinate and stay on task, and tell the agent to offer a handoff, not a guess, when the knowledge base has no answer. Built-in rules already stop or escalate when sentiment turns negative, a refund gets complex, or a legal or medical question comes up.
- Escalation Path
- Set on each agent. Escalations always open a ticket in Loop Voice, and you can also send them to Gorgias, Zendesk, your support inbox by email or SMS.
- Discount codes
- Only the Shopify codes you allow. Start with none: a shopper who asked about fit didn't ask for a discount, and offering one teaches shoppers to write in for the next.
Which tickets get a call
Call only when the answer could decide the order. If the shopper is upset or wants something fixed, a person replies, and the ticket shouldn't reach the agent at all.
Two helpdesk features make the split easier. Gorgias's Potential Customers rule template tags tickets that are product questions from customers who haven't ordered yet (Gorgias rule templates). In HubSpot, a pre-sale form connected to the help desk turns each submission into a ticket in the pipeline you pick, on Service Hub Professional or Enterprise (HubSpot's guide). A tag or a pipeline keeps complaints out only if something acts on it, which is what the launch test in the setup steps checks.
- Call: will it fit, will it work with what I have, which size, is it in stock, when would it arrive.
- Never call: complaints, refunds, damaged or wrong items, chargebacks, legal or medical questions.
What the agent says on the callback
The opening names your store, says the call is about the question they sent, and asks them to put it in their own words. Written questions leave things out: "will it fit up my stairs" turns into "the stairs turn halfway and there's a low beam" once someone is talking, and that's the detail the answer depends on.
Answers come from your knowledge base, and the guardrails keep them there. On the recorded call above, the agent held that line on a safety question: "Our safety guidance specifically calls out recent surgery as a don't use category without medical sign off. And I can't override that on a call."
Example: At 10:20 am a shopper uses a furniture store's product question form to ask whether a sectional will make it up a narrow staircase, leaves her number and ticks the call box. The ticket lands in Gorgias, the flow waits five minutes, and at 10:25 the agent calls. She describes the turn in her stairs, the agent reads the piece's dimensions from the spec sheet and texts the product page, and when she asks for a custom fabric quote, it passes her to the team.
Timing, and the ticket left behind
Call within minutes, inside calling hours in the shopper's time zone; a question sent at 10:40 pm gets its call when the window opens the next morning. If you'd rather answer product questions when shoppers phone you, that's the inbound support line.
Your team still sees the original ticket in Gorgias or HubSpot. Agree on one rule before launch: read the call summary in Loop Voice before replying, and close the ticket if the call settled it, so nobody gets a phone answer followed by an email asking what they need.
Opt-outs written into a ticket, such as "please don't call me", are yours to add to the do-not-contact list by hand. Spoken ones and STOP replies land there on their own, before the next step runs.
Built for the questions between intent and action
Pre-sale answers
Fit, sizing, compatibility, stock and delivery, from your site, catalog and documents.
The link to buy
The product link by text, once the question is answered.
Handoffs to your team
A live transfer in support hours; otherwise a ticket in Loop Voice and your helpdesk with the call attached.
Complaints stop the call
Negative sentiment and complex refunds end the agent's attempt and go to a person.
No ticket callback numbers yet, so measure your own
Ticket callbacks weren't part of Loop Voice's September 2026 benchmark, which measured checkout and post-purchase calls, so this play has no published numbers yet. Track these:
- Callable tickets
- Pre-sale tickets with a phone number and recorded consent, out of all pre-sale tickets. A low share means the form needs work before the agent does.
- Settled on the call
- Answered callbacks that ended without a handoff, from the call summaries.
- Link clicks and orders
- Product link clicks from the SMS log, and orders inside your attribution window.
- Answer gaps
- Questions the knowledge base couldn't answer, for the last 7, 30 or 90 days. Fix the most common first.
- Complaints that got a call
- Should be zero. One means the ticket filter needs another look before the next callback.
Source: Loop Voice Ecommerce Benchmark
Works with
Common questions
Which helpdesks can start a ticket callback?
Gorgias and HubSpot directly: HubSpot ticket events can start Loop Voice flows, and a Gorgias event, such as a new ticket, can start a flow. Zendesk's connection only receives Loop Voice escalations, so a Zendesk ticket reaches the flow through Zapier.
Which tickets should get a callback?
Pre-sale questions where the answer could decide the order: fit, sizing, compatibility, stock, delivery dates. Complaints and refunds go to your team.
What if the shopper didn't leave a phone number?
Then there's no callback, so answer by email, and add a phone field and a call-consent box to your product question form for the next shopper.
What happens to the original ticket after the callback?
It stays in your helpdesk. Have your team read the call summary in Loop Voice before replying, and close the ticket if the call answered the question.
How does the agent pass a shopper to my team?
In your support hours it transfers the call to your team's number and briefs the teammate first. Otherwise, or if nobody answers within the ring time, it opens a ticket with the AI summary and the recording in Loop Voice, plus Gorgias, Zendesk or your support inbox if you've added one.
Do ticket callbacks need consent?
Yes. The call ends with a link to buy, so handle it as a marketing call and ring only shoppers who ticked your box for texts and AI-voiced calls. Our guide to calling rules has example wording to adapt with counsel.
Read more before you set it up
- Gorgias AI Voice Agent IntegrationOAuth setup, escalation tickets and Gorgias events as triggers.Read
- HubSpot Integration: AI Calls From CRM EventsTicket, contact and deal events that start flows.Read
- Gorgias AI Phone Agent: AI on the Calls, Tickets in GorgiasHow a store voice agent and Gorgias split the work.Read
- How to Set Up an AI Phone Agent for 24/7 Store SupportEscalation rules and helpdesk routing.Read
- Is It Legal to Call Abandoned Carts? TCPA Rules for AI CallsConsent wording for your product question form.Read
Keep the conversation moving
Ready to launch ticket callbacks?
Setup takes under 10 minutes. No code, no headcount.