How it works
Everything that happens in 0.4 seconds.
Repley is not a chatbot bolted onto your inbox. It reads the email, pulls the order, finds the passage in your own documents, writes the reply, grades it, and then decides whether you should see it first. This page takes that apart.
Live in 15 minutes·cancel anytime·no long-term contract
The 0.4 seconds
Six things happen before the reply exists.
In order, on every message that arrives. The customer sees one answer; this is what it is made of.
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01
Read
The thread is parsed, the language detected, the intent classified.
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02
Enrich
The order is pulled from Shopify with its fulfilment and tracking.
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03
Retrieve
The passages that answer this question are found in your knowledge bank.
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04
Draft
The reply is written against your persona, in the customer’s language.
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05
Check
Grounding, policy, tone and signature are graded before anything leaves.
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06
Decide
Send, or stop and put it in your queue with the context attached.
median draft time across pilot stores·the reply exists before you open the ticket
Anatomy of one reply
Pull a reply apart and everything has a source.
One ticket from the console, taken to pieces. Scroll, or point at a sentence.
Hi! I ordered the Waffle Towel Set yesterday (order #1029) but I’m moving next week, can you change the delivery address before it ships? New address: Prinsengracht 142, 1015 Amsterdam. Thanks!
Hi Aylin, Happy to help.
Order #1029 hasn’t shipped yet, so
I’ve updated the delivery address to Prinsengracht 142, 1015 Amsterdam.
Same items, same delivery window, nothing else changes. You’ll get an updated confirmation email within the hour. If anything else needs changing before it ships, just reply to this email. Warm regards,
Maison Lumen support
fictional ticket · the same data the console demo uses
Where it came from
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Live order data
Shopify · order #1029
unfulfilled · 2 × Waffle Towel Set · €148.90
Read from the store at the moment the email arrived, not from a cache.
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Your knowledge bank
address-changes.md
“Address edits are free before fulfilment.”
Your own policy: an address may be changed while the order is unfulfilled.
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Your knowledge bank
shipping-policy.md
“A changed address does not change the delivery window.”
Your own policy on what an address change does and does not affect.
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Your knowledge bank
address-changes.md
“An updated confirmation follows within the hour.”
The confirmation your store promises to send, in the words you wrote.
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Grounded
Every claim traced to an order or a document. Nothing invented.
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In policy
No promise the knowledge bank does not support.
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In voice
Graded against the persona for this store.
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Signed
The signature your store uses, not a generic one.
Send, or stop
The reply is written either way. The question is who sends it.
Repley never chooses silence. It either answers, or it puts the answer in your queue with the order and the sources attached, and waits.
Always escalates
Welded shut. Not a setting.
- A legal questionAnything touching consumer law, liability, a dispute or a lawyer.
- A furious customerDetected in the message itself, in any language Repley reads.
- Chargeback riskA threatened chargeback, or a pattern that usually becomes one.
Yours to set
Change them whenever you like.
- Order valueAbove the amount you set, a human sees it first.
- Confidence floorBelow the score you set, Repley stops instead of guessing.
- Topics you nameAny subject you would rather answer yourself, listed once.
Sent
Answered in your voice, from your address, with its sources kept.
→ your queue
The draft, the order and the reason it stopped, waiting for one decision from you.
Guardrails
Four things it never does.
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01
It never invents a fact.
Every claim is traced to an order or a document. If neither has the answer, the ticket stops and waits for you.
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02
It never writes to your store.
Read-only Shopify scopes. Repley can read an order; it cannot change, cancel or refund one.
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03
It never edits the record.
What was sent, when, and what it cited, kept as it happened. Nothing rewritten afterwards.
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04
It never trains on your data.
AI vendors are contractually barred from training on anything that passes through.
Honestly
A fit, or not a fit.
Repley is built for one kind of store and one kind of operator. If that isn't you, better to know now than after setup.
A fit
- Shopify stores drowning in "where is my order??" email.
- Operators paying a VA for work an AI does in 0.4 seconds.
- Multi-store operators who want one system, not more headcount.
Not a fit
- You want a dashboard for a support team to work in. That's a helpdesk, not Repley.
- You're not on Shopify.
- You want an AI that also decides on refunds and disputes. Repley routes legal questions, the truly furious, high-value orders and chargeback risk to a human, always.
FAQ
Before you install.
If yours isn't listed, write to hello@repley.io. One human reads every message.
What do I need before I start?
A Shopify store, a support inbox (Gmail, Google Workspace or IMAP), and your policies. Even rough notes work. That is the whole list.
What happens when Repley doesn't know the answer?
It escalates instead of guessing. Anything below your confidence floor is pulled out of the flow and waits for you, with the order context and a draft attached.
Can I set my own escalation rules?
Yes. Order-value thresholds, the confidence floor and any topic you would rather answer yourself are all yours. Legal questions, truly furious customers and chargeback risk always escalate, and that is not something you can switch off.
Does it answer in other languages?
It replies in the language the customer wrote in, using the persona and the knowledge bank for that store.
What does my team still do?
The rare escalation, and reading the reports. Nobody works in Repley. The AI handles the inbox A to Z, your team decides the rest.
How do replies reach my customers?
Through your own SMTP, from your own address. To your customers it is simply your store answering, fast.