Lookalike: AI Video Assistant on your Shopify store.

What the app does

Lookalike: AI Video Assistant is Lookalike's app for Shopify. It puts an AI assistant with a face, a voice and your store's knowledge on your online store, where shoppers can type or talk with it. Either way, it can look up your products, stock and orders, and start returns for you to review. You set it up in your Shopify admin, with no other account to make, and your theme's code never changes.

Get started in two steps

Find Lookalike: AI Video Assistant on the Shopify App Store, select Install and approve what it can access. Shopify opens the app in your admin, and your store gets its own workspace on Lookalike right away. Home then has a setup guide whose steps tick themselves.

1. Choose a face for your shop assistant. Each face has its own voice, and your assistant is ready as soon as you pick one.
2. Select Add to my store. Your theme editor opens in a new tab with Chat widget already switched on. Select Save there, then come back to the app.

Home says Live on your store as soon as Shopify reports it. If it says your assistant isn't on your live theme yet, you may have saved a different theme: select Open live theme editor and save there. To change the face or voice later, select Change face or voice on Home.

Try your assistant

On Home, select the Talk to button with your assistant's name, such as Talk to Sophie, and type what a shopper might say, such as the questions the app suggests from your store. Your assistant checks stock and finds orders as it would for a shopper.

To try it by voice, select Talk out loud. It opens in a new tab, because Shopify doesn't let apps use your microphone in the admin. Test conversations are free and never reach your shoppers.

Your assistant on your store

Your assistant shows on every page of your store, and loads after the rest of the page. In the theme editor, open Chat widget under App embeds to set its corner, its greeting and the greeting's delay, and its button colors. To take it off your store, switch Chat widget off there and select Save. If you publish another theme, select Add to my store on Home again.

If your store has more than one Lookalike, choose the one your shoppers meet under Who talks with your shoppers on Home.

Use your own photo and voice

This is optional. Instead of one of our faces, your assistant can be a Lookalike of you, made from a photo and a short voice recording on lookalike.com, where your browser can use your camera and microphone.

1. In the face picker on Home, select Use your own photo and voice. lookalike.com opens in a new tab.
2. Sign in or create a lookalike.com account, check that the page names your store, and select Link.
3. Select Make a Lookalike of you and follow the steps.
4. Go back to the app. Home shows your new Lookalike, or, if you already picked one of our faces, lets you choose it under Who talks with your shoppers.

Linking makes your account a member of your store's workspace on lookalike.com. To link without making a Lookalike, select Link account at the bottom of Home. Each link works once and expires soon after.

Store tools and returns

• Store tools are on from the start. With them your assistant looks up your products, stock and orders, and asks for the email or phone number on an order before it says anything about it. Turned off in Settings, it still talks with shoppers but looks nothing up.
• Returns start only once you set, in Settings, how many days after delivery a shopper can start one.
• Activity counts your assistant's store lookups by day and outcome, with no shopper details.

What shoppers can and can't do

Shoppers can type to your assistant or talk with it.

Shoppers can

• Find products, get prices, and learn whether an option is in stock, has only a few left, is out of stock or is available to order. They're never told exact stock counts.
• In a typed chat, get a link to your store's checkout with the items they picked, and pay there.
• Check an order from the last 60 days by giving its order number and the email or phone number on the order. They learn what shipped, the carrier, the last four digits of the tracking number, and when it's expected or was delivered.
• Start a return within your return window. Your assistant repeats the return's details first and creates it only after the shopper says yes. It arrives in Shopify as a return request for you to approve or decline.

Shoppers can't

• Learn anything about an order without the email or phone number on it. A wrong email or phone number gets the same answer as a wrong order number, so nobody can find out which orders exist.
• Get an address, a customer's name, email or phone number, payment details, or a full tracking number.
• Get a refund, or cancel or change an order. Refunds and every return decision stay with you in Shopify.
• Look up orders older than 60 days, or start a return outside your return window or on a cancelled order.
• Get a checkout link during a voice or video call.

Plans and billing

• Free: 10 voice and 2 video minutes a month, and up to 4 Lookalikes.
• Pro: 125 voice and 125 video minutes a month, and unlimited Lookalikes.

Shoppers' calls count against your plan's voice and video minutes for the month, and the app's Plan page shows how many are used. When a month's voice or video minutes run out, shoppers can still type to your assistant; calls of that kind start again on the first of the next month, or right away on Pro. A call already going is never cut off, and your own test conversations from the app don't count.

Your assistant can go live on your store on the free plan. Select Change plan in the app to see each plan's price and choose one on Shopify's plan page. Shopify bills your plan, and charges appear on your Shopify bill. You only ever pay through Shopify: on lookalike.com, your store's workspace offers no other plans or payments, and says Your plan is managed in Shopify.

Your store's data

What the app reads from Shopify, and why

• Products, prices and stock: to answer product questions and say whether something is in stock.
• Orders from the last 60 days, with their items, shipments, tracking and returns: to tell a shopper where their order is and what can be returned.
• The email and phone number on an order: only to check that the shopper asking owns the order. They're compared, never read out.
• Automatic discounts and your shipping and return policies: so your assistant can mention a sale and answer policy questions.
• Your store's name, time zone, currency and order number format: to name your workspace and say times, prices and order numbers the way your store does.

The app never reads customer accounts, customers' names or street addresses, payment details, order notes or discount codes. It writes only the return requests shoppers confirm, and one setting on the app's own installation that tells your theme which assistant to show.

What we keep, and for how long

• A record of each store lookup: which lookup ran, when, whether it worked, and a short summary with any email or phone number masked. We delete these records after 30 days.
• A short summary of your products, sales and policies, which your assistant reads as each conversation starts.
• Your store's Shopify access key, encrypted, until you uninstall the app.
• Your settings: the assistant you chose, whether store tools are on, your return window, and how far you got in the setup guide.

We use this data only to run the app for you: answering your shoppers, starting the returns they confirm, and showing you your store's activity. Conversations with shoppers go through the speech, AI and voice services that run Lookalike calls. Our privacy policy has the details.

Uninstall and data deletion

In your Shopify admin, go to Settings, then Apps. Next to Lookalike: AI Video Assistant, open the menu and select Uninstall. We stop reading your store at once and delete its access key and summary, so store tools stop in every conversation. Your theme's code never changed, so there's nothing to remove from it.

48 hours after you uninstall, Shopify asks us to delete your store's data. We then delete your store's connection, your settings and every store lookup record. Your workspace and its Lookalikes stay on lookalike.com. To delete those too, email [email protected].

If a shopper asks your store to delete their data, Shopify tells us and we delete every store lookup record about their orders. If a shopper asks for a copy of their data, Shopify tells us and we send you what we hold about their orders within 30 days.

Help and support

• Your assistant can't find an order. The shopper needs the order number and the email or phone number on that order, from the last 60 days. Check that store tools are on in Settings, and if you made your assistant on lookalike.com, that it's a business Lookalike.
• Your assistant doesn't show on your store. Check that Home says Live on your store. If it doesn't, select Add to my store and save your published theme, then reload your store.
• Home says Needs attention. Select Reconnect on the app's Home page.

For anything else, email [email protected] with your store's myshopify.com address and what happened. We'll reply by email.