Online eyewear orders stall on a PD that isn't on the paper, a prescription date the shopper isn't sure about, or a progressive lens they can't picture. A Loop Voice agent phones shoppers who left checkout, explains what your store accepts and texts the PD guide or the upload link. Every prescription value stays with your opticians.
The short answer
An AI voice agent for an eyewear store calls shoppers who left checkout, answers PD, frame size, lens and policy questions from your guides, and texts the link they need to finish. It never interprets, checks or changes a prescription: values go to your opticians, and questions about the shopper's eyes go to their eye doctor. Since no eyewear store has Loop Voice results yet, the first numbers to watch are upload-link clicks and orders from called checkouts.
Pupillary distance is often missing from the prescription. In its 2024 Eyeglass Rule update, the FTC again declined to require it and noted that only four states do. A shopper facing a required PD field with no number either guesses or leaves.
Lens width, bridge and temple length, such as 52-18-140, are usually printed inside the temple arm of the shopper's current pair. Few people know to look, so they can't tell how a new frame will sit.
Multifocal lenses cost more, often need a fitting height on top of the PD, and first-time wearers fear they won't adjust. They want your remake policy in plain words before they pay.
"Is my prescription too old?" and "Can I use my FSA card?" have no single answer. The Eyeglass Rule sets no expiration term and many states set none, so the answer comes from your store's policy, written for the states you ship to and said the same way on every call.
The template pairs two calls with texts and stops once the shopper orders or opts out. For eyewear, swap the second call's discount for the PD guide or the upload link: a code doesn't supply a missing measurement.
See the use caseIf progressive wearers get an adaptation period before a remake, time a call inside it: order fulfilled starts the flow, and the wait has to cover shipping plus some days of wear. Complaints about vision or fit reach your opticians as tickets while a remake is still possible.
See the use casePrescription lenses are made to order, so buyers call about timing. An inbound agent answers order status and policy questions, and during support hours it briefs an optician before transferring a prescription question.
See the use caseRun a campaign (a beta feature) to customers whose last order was over a year ago and who agreed to calls (consent rules), pulled from a Shopify or Klaviyo segment. The agent explains how to upload a new prescription without suggesting they need one.
See the use caseAI agent
Hi Grace, it's Alex, an AI assistant calling from [Store]. If you'd rather not get these calls, just say stop. You started an order for progressive lenses today. Did the prescription step hold you up?
Shopper
Yes. It wants my PD, and it isn't on my prescription.
AI agent
That's common. We take a PD from our online measuring tool, or from your eye doctor's office if they measured it. The text after this call links the guide.
Shopper
And my prescription is from March of last year. Is that too old?
AI agent
We accept any prescription before the expiration date your doctor wrote. Whether your eyes have changed is a question for your eye doctor.
Shopper
It's good through next March. I just never type the numbers in right.
AI agent
Then upload a photo of it instead, and our opticians enter the values. The text after this call has the PD guide and a link back to your checkout.
Shopper
Great, thanks.
What shoppers say
“My prescription doesn't list a PD.”
How the agent answers
It says that's common, explains the ways your store accepts a PD and texts your guide. It never suggests a number.
What shoppers say
“My prescription is from last year. Is it still good?”
How the agent answers
It reads your acceptance rule, such as any prescription inside the expiration date the doctor wrote, and leaves the question of changed vision to the shopper's eye doctor.
What shoppers say
“Which lens index do I need?”
How the agent answers
It won't match lenses to a prescription, because that means interpreting it. It describes your lens options the way your site does and offers a ticket or a transfer to your opticians.
What shoppers say
“What if I can't get used to progressives?”
How the agent answers
It reads your adjustment period and remake terms exactly as written, and sends headaches, double vision or any change in sight to the shopper's eye doctor instead of reassuring them.
What shoppers say
“Can I use my FSA card or my vision insurance?”
How the agent answers
It reads your published answer, such as whether you take FSA and HSA cards at checkout, which plans you're in network with and whether you send itemized receipts for out-of-network claims. Questions about what a specific plan covers go to the plan.
With Shopify, WooCommerce or Checkout Champ connected under Settings, Integrations, check where your prescription step sits: the abandoned checkout flow can only call shoppers who reached checkout and left a number, not anonymous shoppers who quit in a lens configurator.
Load the knowledge base with your PD guide, frame measurement chart, lens pages, prescription acceptance policy, insurance and FSA page and remake terms. Then run the retrieval test on "what if my PD isn't on my prescription?"
Start from the strict guardrail template and add one custom guardrail: never read out, interpret or suggest prescription values. Medical questions already stop or escalate the call under a built-in rule, which should catch talk of symptoms; the simulator run below checks that it does.
Set the Escalation Path (Loop Voice tickets, Gorgias, Zendesk or your support inbox) so prescription questions land where your opticians work, and put their number in Settings, Support, Transfer to your team for live handoffs during support hours.
In the flow, add an SMS step with your upload link, and branch on cart value if your cheapest frames don't justify a call. Any discount comes only from the codes you allow.
In the simulator, start with the confused customer persona, then a one-off shopper you write: a first-time progressive buyer with no PD, a 14-month-old prescription and new headaches. Check the AI review for anything said about the prescription itself, and that the headaches went to an eye doctor.
Go live on a share of traffic with a split step, then compare orders from called and uncalled shoppers after a few weeks.
No. Your opticians check prescriptions. The agent's job is getting the prescription to them: it texts the upload link, explains accepted formats and transfers the call during support hours.
That the FTC's Eyeglass Rule has eye doctors hand patients their prescription at the end of a refractive exam, so the office that examined them is the place to ask. Then it explains your options, such as ordering now and uploading later, if you allow that.
Yes, if shoppers can send it after ordering and your store or prescription app can flag those orders. A custom event or a Zapier trigger can start a separate flow; add a wait step and have the agent text the upload link.
No. Contact lenses fall under the FTC's separate Contact Lens Rule, which sets a one-year minimum term for most contact lens prescriptions. Give them their own knowledge base section, and have counsel review the agent's answers.
If you run a try-on program, yes, for shoppers stuck between frames. Put its link in the SMS step, and track try-on requests separately, since the order can land outside your attribution window.
The SMS log shows clicks on the PD and upload links, not the uploads themselves, so match clicks against your prescription queue. Alongside that, watch the answer rate in Insights, orders attributed to called checkouts and optician tickets per 100 answered calls. The answer gaps list shows what callers asked that your guides don't cover.
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