Business info
Your store identity and workspace basics.
Store name store_name
Maison Lumen
Escalation contact email escalation_contact
ops@maisonlumen.eu
Where we send ticket escalations if Slack isn't configured.
Timezone
Europe/Amsterdam ▾
Day-bucket boundaries on the dashboard + time-off calendar.
Default reply language locale
English ▾
Fallback when detected language is ambiguous.
Show draft translations in draft_view_language
Default — same as reply language ▾
When you click "Translate to read it" on a draft, show it in this language. Replies sent to customers are unaffected.
TENANT SLUGmaison-lumen
CREATEDMar 14, 2026
CONTACT EMAILjoey@maisonlumen.eu
Shopify domain moved — store linkage lives in Integrations.
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Save changes
enabled when dirty · switching away confirms discard
AI autonomy
Control when the AI replies and when it escalates.
Enable auto-send auto_send_enabled
AI sends customer replies automatically when confidence is high.
AI email classifier classification_enabled
Filters spam, promos and notifications before they become tickets.
Minimum confidence85%
Below this threshold replies escalate to a human reviewer instead. · range 0.50–1.00
Auto-reply delay auto_send_delay_mode
5 minutes ▾
Random within the chosen window so the reply feels human, not bot-instant. Options: 5 min · 10–15 min (random) · 25–30 min (random).
Self-service order tracking URL self_service_tracking_url
https://yourshop.com/apps/track123
If set, the AI shares this link with customers asking where their order is. Leave blank to disable.
Hide phone numbers in replies omit_phone_in_reply
AI will not include phone numbers unless the customer explicitly asks.
Hide email addresses in replies omit_email_in_reply
AI will not include email addresses unless the customer explicitly asks.
Hide URLs in replies omit_url_in_reply
AI will not include website links or URLs unless the customer explicitly asks.
ESCALATION RULES
Basic threshold escalation_threshold_eur
€ 300
EUR ▾
Escalate when order value exceeds this amount. Other currencies convert with daily ECB rates. EUR/USD/GBP/CAD/AUD/RON.
Angry + high-value combo high_value_escalate_eur
0
Escalate when sentiment = angry AND order ≥ this amount. Same currency as the basic threshold.
Escalation notification channel escalation_channel
Email ▾
Where escalation pings land. Slack needs a webhook in Notifications. email / slack / both.
Forbidden keywords forbidden_keywords
e.g. lawsuit, attorney, refund policy
Comma-separated. AI will NOT use these phrases and the ticket escalates instead.
Order lookup & actions — live Shopify APIA separate connection from the order-sync webhooks. Read scopes = lookup only; add write_orders to enable cancel & refund. Configure in Integrations → Order lookup.
Open Integrations →
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Save changes
enabled when dirty · switching away confirms discard
Assisted actions
One-click cancel & refund of a Shopify order — never automatic, runs only when an operator clicks Approve. Repley auto-chooses cancel-and-refund vs refund-only by shipped state.
Enable assisted actions assisted_actions_enabled
Master switch. The Approve button appears only on identified cancel/refund tickets.
Allow cancel & refund (order not yet shipped) allow_cancel
Repley cancels it in Shopify and refunds the full amount together, in one step.
Allow refund only (order already shipped) allow_refund
Repley refunds the full amount and leaves the order in place.
Restock items on cancel/refund restock_on_action
Needs the manage-inventory permission; skipped automatically if missing.
Refund limit per action (store currency) max_refund_amount
500
The most Repley will refund in a single action. Larger refunds are blocked and the ticket goes to a human instead.
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Save changes
enabled when dirty · switching away confirms discard
Notifications
Choose when you want to hear from us.
EMAIL NOTIFICATIONS
Ticket escalated
When a ticket escalates to human review.
HMAC signature failures
When Shopify webhooks fail signature verification.
KB sync events
When a KB document uploads or re-indexes.
SLACK
Slack webhook URL slack_webhook_url
https://hooks.slack.com/services/...
Incoming webhook URL. Escalations post here when escalation channel is slack or both.
Send test notification
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Save changes
enabled when dirty · switching away confirms discard
API keys
Programmatic access to your data via the public /v1 API. A key is shown once at creation — store it securely. Server-to-server only; never put a key in browser code.
+ Create API key
/v1 API docs →
NAMEKEYROLELAST USED
n8n integrationrpl_live_8f2a…member2h agoRevoke
Old Zapier hookrpl_live_c91b…adminApr 2revoked
create modal: Name + Role (member = read + limited · admin = full /v1) → show-once key with ⚠ "Copy it now — you won't see it again" · revoke confirm: "Any integration using it stops working immediately. This cannot be undone." · empty: "No API keys yet."
Danger zone
Actions that can't be undone.
Clear all ticketsSoft-deletes every ticket in your workspace. Tickets go to Trash and are recoverable for 90 days. Requires typing the exact store name to confirm.
Clear all tickets
Cancel subscriptionYour plan stays active until Aug 1. AI replies pause after that. You can undo this any time before then.
Cancel subscription
Disconnect all integrations COMING IN V2.1Unlinks Shopify, Gmail, and any custom integrations.
Disconnect
Export all data COMING IN V2.1Downloads a zip with all tickets, orders, and KB docs. GDPR Article 20 export.
Export
Delete workspace COMING IN V2.1Permanently erases the workspace. No recovery.
Delete
clear-tickets guardrail: type "Maison Lumen" to confirm · mismatch → "Confirmation mismatch — nothing deleted"