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Pickupby Exil AIGet Pickup
Reference

Documentation

How Pickup works — the recovery flow, your four AI agents, every tab, and the controls you have. New here? Start with the Tutorial.

What Pickup is

Pickup gives your Shopify store a team of AI voice agents who talk to your customers on the phone. It starts with abandoned checkouts: when a shopper leaves without buying, Lilia calls them within minutes, handles the objection in a natural conversation, and emails their checkout link — and a discount, if you offer one — so they can finish in a couple of taps. Pickup is voice-only (no SMS), runs entirely inside your Shopify admin, and needs no separate account.

How recovery works

Every recovery follows the same four-step path, automatically:

1
Cart abandoned. A shopper reaches checkout, leaves a phone number, and leaves without paying. Pickup detects the abandoned checkout from Shopify.
2
Your agent calls. After the wait you set, and only inside your calling hours, the agent phones the shopper, greets them by name, and answers questions from your store’s knowledge base.
3
Checkout link emailed. The agent emails the shopper their checkout link — with a single-use discount code already applied, if you’ve enabled one.
4
Order recovered. The shopper finishes from the link. The order is attributed to the call and shows up as recovered revenue on your Dashboard.

Your AI agents

Every agent is named and speaks your customer’s own language — English everywhere, plus Spanish and Arabic on every plan, widening with your plan to all 50 languages on Growth. She opens in English, offers their language, and switches the moment they take it up. Emails are always in English.

All 50: Afrikaans, Arabic, Azerbaijani, Bosnian, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Kannada, Kazakh, Korean, Latvian, Lithuanian, Macedonian, Malay, Mandarin, Marathi, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swahili, Swedish, Tamil, Thai, Turkish, Ukrainian, Urdu, Vietnamese, Welsh. They all answer from your store’s own knowledge base, looking facts up live during the call so they speak from real data rather than guessing, and hand over anything they cannot do rather than inventing an answer.

  • Lilia — abandoned checkouts. Always on, on every plan. She calls minutes after a checkout is abandoned, answers what stopped the shopper, and emails the cart back with her code.
  • Maya — your inbound line. With the inbound add-on your store gets its own phone number, and Maya answers it: order status, delivery and returns questions, and anyone who got stuck buying.
  • Anna — win-back. On Growth and above. She calls customers who bought before and have gone quiet for as long as you choose (40 days by default), asks what stopped them, and can bring a welcome-back code. Never more than twice per customer, ever.
  • Ellie — post-purchase feedback. On Growth and above. About a week after an order arrives she asks how it went, nought to ten, and why. The score is written to the customer’s record in Shopify. She never sells and never pushes for a higher number.

Each agent’s own settings live on its card in the Agents tab. The rules that bind all of them at once — calling hours, retries, daily limits and your do-not-contact list — stay on Settings.

The app, tab by tab

Dashboard

Your at-a-glance results: recovered revenue, recovered orders, calls placed, credit balance, your return on Pickup, conversion rate, the call-outcomes breakdown, and your most recent recoveries. The “Call me now” card lets you place a free test call to your own phone.

Agents

Your whole team on one page, each with its own controls on its own card: Lilia’s closing discount, Anna’s quiet window and win-back code, Ellie’s thank-you discount, and the switch that turns Anna or Ellie on and off. Lilia is always on; Maya appears here once you add inbound calls.

Knowledge base

What the agent is allowed to talk about: the products it can discuss, your shipping/returns/FAQ answers, and any discount codes you’ve verified. Add a product by giving it a name and writing each fact as a short, period-separated sentence (price, sizes, colors, materials, shipping). On every plan, including Free, Pickup auto-imports your active products and policies in one click — it’s never gated behind a tier. Your edits survive future updates.

Calls

Every call, logged — with outcome, length, credits used, and a filter by outcome. Open any call for the full transcript, AI summary, and (on higher plans) the recording.

Referrals

Your own share code, created the moment you install. Give it to another store owner: they type it on their own Referrals page after installing, and both of you earn credits — each on your own plan, so neither side changes the other’s amount. Nothing is paid when the code is applied; the credits land once the store you referred has completed and been charged for its first real recovery call. The page also tracks how many referrals have paid out and the milestone bonuses along the way.

Settings

Your guardrails: the recovery discount (on or off, and the percentage), the email sending domain, the calling window and the delay after abandonment, no-answer retries, and the Do-Not-Contact list.

Billing & Call rates

Your plan and credit balance (shown as an approximate number of calls), the plan ladder, one-time top-ups, and the per-minute call rates by destination.

Calling rules & compliance

  • Calling hours. The agent only calls inside the window you set, in each shopper’s local time where known — otherwise your store’s time zone. This keeps calls TCPA-friendly.
  • Consent. Calls go only to shoppers who can be lawfully contacted; opt-outs are honored instantly.
  • No-answer retries. A missed call is retried up to a few times depending on your plan, with a delay between tries and a hard cap of three attempts per shopper — never spam.
  • Do Not Contact. Saying “stop” on a call, replying STOP, or unsubscribing from an email adds the shopper to your Do-Not-Contact list immediately. You can also add numbers manually in Settings.

Discounts

If you enable it, the agent creates a unique, single-use discount code near the end of the call and emails it to the shopper — a genuine reason to finish now, since it expires within the hour. You choose the percentage (up to 90%). You can also turn discounts off entirely, or let the agent mention your own verified codes (it checks each against Shopify first so it never offers an invalid or expired one).

Credits & billing

Credits are your calling wallet. Calls bill per connected minute of talk time at a per-minute rate that depends on the destination country; unanswered calls cost nothing. Each monthly plan includes a credit allotment and a weekly recovered-revenue cap (a spend guardrail that resets every Monday). You can buy one-time top-up credits any time, on any plan — they never expire. Everything is billed through Shopify and appears on your regular Shopify invoice; Pickup never handles your card directly. See the FAQfor plan details, and Scale for high-volume needs.

Privacy & data

Pickup processes a shopper’s name, email, and phone only to place the recovery call and email. Data is encrypted in transit and at rest, each store’s data is isolated, transcripts are retained on a limited schedule and then scrubbed, and we honor Shopify’s data-deletion requests. Full detail is in the Privacy Policy.

Support

The in-app assistant, Alice, answers most questions instantly. For anything else, email pickup@exil.ai — we’re happy to help with setup, billing, or strategy.