Pilot 01-03/2026, supplements/wellness category. How we built the upsell map, what we'd never propose, and when the AI says "not today". With transcripts.
HealthLabs Pharm is a supplements and cosmetics store in the Beauty & Health category. Pre-pilot, a 3-person team manually confirmed orders, and in-call upsell attempts had roughly 12% conversion — operators didn't have time for thoughtful pitches, and pitches were inconsistent across calls.
An additional problem: the supplements/wellness category has legal-strict limits. An operator cannot advise on dosing, evaluate ingredient interactions, or suggest supplementation regimens. Every upsell has to be based on what's already in the store's catalog and what fits the customer's order.
Principle: the AI is an operator of the store's script, not a health consultant. The upsell map is defined by the store in the panel — the AI only reads it.
1× vitamin D 1000 IU 30 caps. → 90-day pack 1× D 1000 IU 90 caps. Larger quantity, same product.
D 1000 IU → D 2000 IU, if the store has it in the catalog. The AI doesn't invent variants — it picks from the catalog.
Protein shaker, dropper for liquid vitamins, pill organizer. Related products defined by the store.
The store defines bundles in the panel (e.g., "Vitamin C + zinc – autumn 2026") and the AI proposes them when the order matches the trigger.
The AI will never say "vitamin X works well with mineral Y". That's a question for a pharmacist or doctor, not the AI.
The AI does not suggest a supplementation schedule or compare doses across products in terms of efficacy.
The AI doesn't know and doesn't invent products. Whatever it proposes must be in the store's catalog.
When a customer asks "can I take X with my blood-pressure medication", the AI deflects: the question goes to the sales department and someone will call back.
A "morning energy" or "autumn-winter immunity" bundle has to be defined as a store bundle, not built ad-hoc by the AI.
4 upsell patterns with the highest acceptance rate during 01-03/2026.
| Base product | Proposal | Acceptance |
|---|---|---|
| Vitamin D 30 caps. (1× monthly) | 90-day pack (3× monthly) | ~38% |
| Magnesium 60 caps. | Bundle with vitamin B6 (defined by the store as a "regeneration duo") | ~29% |
| Whey protein 1 kg | 600 ml shaker (catalog accessory) | ~24% |
| Collagen sachets, 30-pack | Larger version: 90-pack | ~33% |
5 rules that switch off upsell mid-call. Each defined in the store's panel; the AI only reads them.
The customer rejected the previous upsell pitch in the call.
The AI doesn't try a second one. Max 1 attempt per call, then close.
The customer asks a medical question (dosing, interactions, contraindications).
"This question requires consultation with our specialist — we'll call back today by 4 p.m." Upsell halted.
The customer asks for urgent shipping.
Order confirmation only, no upsell. The store prioritizes shipping speed.
The customer sounds impatient (short "yes/no" answers, interrupting).
The AI shortens the call, confirms the order, and ends without upsell.
Returning customer with 2+ order histories.
The AI proposes a refill (a larger pack of the same product), not new categories.
Measured on a sample of ~600 calls in the supplements/wellness category. All numbers are relative to the pre-pilot manual baseline.
* Data from the HealthLabs Pharm pilot deployment (01-03/2026) · Shopify · supplements/wellness PL e-commerce category. Sample ~600 calls. ~7% of calls with the "urgent shipping" trigger were excluded (upsell deactivated). The specific result depends on the store's upsell map, customer retention, and category seasonality.
3 real patterns from the pilot. Customer names changed, amounts generalized.
Good day. Your order #15-2026/03 is one pack of vitamin D 1000 IU, 30 capsules, for 39 zł. Is that correct?
Yes, that's correct.
We also offer a 90-day pack of the same vitamin for 99 zł — that's a saving of 18 zł versus 3 separate packs. Add it to your order?
Add it.
Excellent. Order updated: 90-day pack of vitamin D 1000 IU for 99 zł. Shipping tomorrow to a parcel locker, is that everything?
Yes, thank you.
We also offer a 90-day pack of the same vitamin for 99 zł — that's a saving of 18 zł. Add it to your order?
No, thanks, this is enough for now.
Understood. Your order remains unchanged: 1 pack of vitamin D 1000 IU for 39 zł, shipping tomorrow to a parcel locker. Have a great day.
Can I take this vitamin together with blood-pressure medication?
This question requires consultation with our specialist from the sales department. They will contact you today by 4 p.m. Your base order is confirmed; the consultant will answer the dosing question. Is that alright?
Yes, thank you.
The upsell map MUST come from the store. The AI is not a tool for "creative" recommendations in wellness — our role is to enforce the store's map, not invent our own.
1 pitch per call = highest ROI. A second attempt after a decline costs time, irritates the customer, and lowers store confidence.
Deflection to a human = zero risk + extra conversion. Medical questions handed to the sales team not only preserve compliance — in ~40% of cases the customer comes back with an answer and buys additional items.
The refill pattern for returning customers has 2× higher acceptance than cross-sell. "A bigger pack of the same" wins over "a different product alongside".
1,000 trial credits (~20 calls) · full access to your chosen plan · cancel anytime. Card required · no charge during trial · auto-activation on day 8.