They've paid for fixes that failed
CastleFlexx's customers have tried other things and spent money on solutions that didn't work. By checkout they're interested but cautious, and they want an answer about their own pain before they spend again.
Pain relief devices
AI voice agents that answer pain relief buyers' condition and safety questions
CastleFlexx sells to people with back pain, plantar fasciitis, hip problems and tennis elbow, and its customer story is blunt about why their carts get abandoned: caution, not price. A Loop Voice agent follows up by phone with shoppers who stalled, asks what they want relief for, answers from your product pages and safety guidance, and sends anything clinical to the shopper's doctor or physical therapist.
CastleFlexx: $30,000+ in attributed revenue from 2,789 calls, with 8% of calls leading to a sale
The short answer
For a pain relief device brand, the AI voice agent's work is a follow-up call to shoppers who left checkout: it asks what they want relief for and answers which product fits, how it's used and what your safety guidance says, without promising results. CastleFlexx, a mobility and recovery brand, reports $30,000+ in attributed revenue from 2,789 Loop Voice calls, 8% of which led to a sale. In the call library, an inbound call for a different health device brand shows the safety side: the agent cited the brand's guidance on recent surgery and sent the caller to their PT or surgeon.
Why pain relief shoppers hesitate
Their pain has a name
CastleFlexx found that messaging about the shopper's exact problem beats general mobility language, and that "back pain" converts differently from "tight calves." A call can start from where it hurts; a product page written for everyone can't.
Several products, several pain points
CastleFlexx has products aimed at different pain points, and its shoppers weren't sure which one matched their issue. On its calls, the agent asked questions, identified each shopper's primary condition and recommended a product. To do the same for you, it needs a guide that matches each product to an area and a symptom.
They want a timeline, and an honest one
"How long until I see results?" was one of three objections that kept coming up in CastleFlexx's conversations, and vague answers lose the sale. Its agent gave clear, honest expectations about when shoppers would start feeling a difference, which built enough trust to complete the purchase.
Where a call does what a product page can't
Call cautious buyers who stopped at checkout
By default the flow calls, texts the checkout link, then calls again, and it stops the moment an order comes in or the shopper asks it to. For buyers who were burned before, let the second call walk through your return terms instead of offering a code.
See the use caseTake safety and setup calls after hours
Owners call about pad placement, intensity levels and whether a device is safe with their history. The inbound agent picks up at any hour, answers from your manuals and safety pages, and turns what it can't answer into a ticket.
See the use caseCheck in before the return window closes
If you offer a money-back period, call in its second week, timed from the order fulfilled event. Example: an owner who hasn't felt a difference because they skipped the routine in your guide. Complaints are logged as tickets.
See the use caseAI agent
I hear you. If you haven't been cleared yet, I don't want to steer you into using strong pressure around a postsurgical knee on your own. At nine months out, the safest next step is to ask your PT or surgeon if a rolling pressure device is okay for your calf and behind the knee. And if so, what intensity to start at and what areas to avoid? 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. If they do clear you, core is usually the better starting point for rehab style use since it tops out lower at eighteen pounds. And you can always keep it light. Max is mainly for people who already know they want very strong pressure. Do you want me to tell you exactly where on [the store's website] the safety pages so you can show it to your PT?
Caller
Uh, that's okay. I already found it. I'm here on the web now perusing through, and that's, uh, really what caught my attention. But, Alex, I do thank you for your time today. You've been gracious and kind, and, uh, I do know I'm talking to an AI assistant. But just for those people in the background and for the quality assurance people who are listening, uh, this has been very informative. And, uh, I'll do that. I'll take your recommendation. I will speak to my PTs. I'll speak to my doctor, the surgeon, and find out what it is they recommend, and I'm gonna tell them about [the store]. And then I'm gonna show them the website and see what they tell. But as far as for, you know, the information Huntout was on today, uh, it was a home run. You landed. You did a great job. Thank you.
AI agent
You're very welcome
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The player plays this call's full 77-second highlight.More real calls
What pain relief shoppers ask before they buy
What shoppers say
“Will this help my plantar fasciitis?”
How the agent answers
It asks where the pain is, then checks what your labeling and product pages actually claim for that area. If your materials don't cover the condition, it says so instead of stretching a claim, and it never promises relief.
What shoppers say
“I had a knee replacement last year. Can I use it?”
How the agent answers
It reads your safety guidance. When the guidance lists recent surgery as a reason to check first, the agent tells the shopper to ask their surgeon or PT, as it did on the recorded call, and the built-in rule for medical questions can hand the caller to a person on your team.
What shoppers say
“How long until I feel something?”
How the agent answers
It gives the timeline your published guidance supports, with the routine that goes with it. With the never hallucinate guardrail on, it won't make up a number your guide doesn't contain.
What shoppers say
“Is it FDA approved?”
How the agent answers
It reads the status from your labeling and uses that word: "cleared" for a device with a 510(k), never upgraded to "approved." For a device exempt from premarket review, it doesn't imply FDA reviewed it.
What shoppers say
“Can I pay with my HSA card?”
How the agent answers
It answers from your checkout and FAQ pages only. Whether a plan covers the device is for the shopper's plan administrator to say, and the no financial advice guardrail stops the agent from guessing.
Set it up for a pain relief brand
Install from the Shopify App Store or add the Loop Voice plugin to WooCommerce. For a Checkout Champ funnel, paste the postback URL and token Loop Voice creates under Admin, Exports, and add campaign IDs if only some Checkout Champ campaigns should start calls.
Load the knowledge base with manuals, safety and contraindication pages, the intended-use wording and FDA status from your labeling, a which-product-for-which-area guide and your return terms. Then run the retrieval test with questions like "can I use this with a pacemaker?"
In the agent builder, turn on the handle objections objective, keep the never hallucinate guardrail, and add a custom guardrail such as "never promise pain relief or a timeline our guide doesn't state."
Keep the built-in rule that stops or escalates on medical questions, and route escalations to Loop Voice tickets plus Gorgias, which you connect with OAuth in Settings, Integrations, Gorgias, or to Zendesk or your support inbox.
After hours, forward your store line to the agent's number. Recordings and transcripts stay 7 days by default and can be kept up to 90; if you don't need 90 days of calls full of symptoms, don't keep them.
In the simulator, pair the built-in "suspicious of AI" persona with one you write, such as "eight months after a knee replacement, wants to use it on her calf." Read the AI review of each run before going live.
Claims, health data and consent
- Match the words to the device class. A TENS unit for pain relief is Class II (21 CFR 882.5890), which FDA says generally means 510(k) clearance; a powered massager for minor muscle aches is Class I and generally exempt from 510(k) (21 CFR 890.5660). The agent says "cleared" only when you hold a 510(k), and "FDA approved" for neither.
- Reviews aren't proof of results. CastleFlexx found condition-specific testimonials were the strongest trust signal for its shoppers, but the FTC's Health Products Compliance Guidance says testimonials don't substantiate a health claim. The agent can say other buyers with the same condition left reviews; it can't present their relief as what this shopper will feel.
- Callers will mention surgeries and symptoms. Washington's My Health My Data Act lists health conditions, symptoms and "health-related surgeries or procedures" among the details that make personal information consumer health data, and it covers businesses whose products target consumers in Washington, not only those based there. A business it covers must link a consumer health data privacy policy from its homepage, so confirm with counsel whether yours is one.
- Loop Voice's help center classes checkout recovery and upsell calls in an AI voice as marketing calls, which require the shopper's prior express written consent. Our calling rules guide explains what to collect; confirm your checkout opt-in with counsel.
Questions
Can the agent explain how to use a TENS unit on the call?
Yes, from your manual: pad placement, intensity levels and session length, in plain words. It won't add steps your manual doesn't have, and using the device on a specific injury is a question for the shopper's clinician.
How did CastleFlexx change its marketing after listening to calls?
Two findings. Messaging about a specific condition converts better than general mobility language, and testimonials from people with the same condition earn more trust than generic five-star reviews. The first now shapes its ad targeting and landing pages; the second changed how it collects and displays reviews.
Should the agent ask shoppers about their condition?
Briefly, because the answer decides which product fits. Treat what they say as health information: keep recordings only as long as you need them, and limit who can play them back.
Should a pain relief brand offer a discount on recovery calls?
Test it before you assume it. CastleFlexx's story says caution, not price, abandons the cart, so a call that settles the condition question may matter more than a code. Split traffic between a version with a code and one without in an A/B test, and keep the one with more revenue per call.
What happens if a caller reports a burn, bruising or a device fault?
Treat it as a complaint, not a sales moment. Brief the agent to take the details, stop selling and open a ticket with the recording and the order attached, or transfer the call during support hours. If you make the device, your own complaint-handling process takes it from there.
Integrations
Reading
Sources
- Is It Really "FDA Approved"?, U.S. Food and Drug Administration
- 21 CFR 882.5890: Transcutaneous electrical nerve stimulator for pain relief, eCFR
- 21 CFR 890.5660: Therapeutic massager, Legal Information Institute, Cornell Law School
- Health Products Compliance Guidance, Federal Trade Commission
- RCW 19.373.010: Definitions (My Health My Data Act), Washington State Legislature
- Protecting Washingtonians' Personal Health Data and Privacy, Washington State Office of the Attorney General
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