We've got you. One human reads every message.

Three things: a Shopify store, a support inbox (Gmail, Google Workspace or IMAP), and your policies. Rough notes are fine, they do not have to be polished documents. That is the whole list. No developer, no plugin, no code.

Repley is available on the Shopify App Store. From your Shopify admin, go to Apps → Shopify App Store, search for "Repley", and click Install.

Shopify shows you the permissions Repley asks for, and they are all read-only: read_orders, read_customers and read_fulfillments. No write scope is requested, which is why Repley cannot change an order, cancel one or issue a refund even if something went badly wrong. Click Install app and Repley opens your dashboard.

The install itself takes about two minutes. Getting to the first real answer takes about fifteen.

After install, go to Settings → Email. Repley connects to Gmail and Google Workspace with an App Password, or to any other provider over IMAP.

For Gmail and Workspace: two-step verification has to be on, then create an App Password in your Google account and paste it into Repley. It takes about thirty seconds and you never hand over your normal password.

For IMAP: you need the incoming host and port, your username and password, and the outgoing SMTP host and port. Your provider lists all five.

Outgoing replies always leave through your own SMTP, from your own address. To your customer it is simply your store answering.

Go to Knowledge Bank and upload what you already have: shipping policy, returns and refunds, sizing, care instructions, your FAQ page, warranty terms. Plain text, markdown and documents all work.

This is the step that decides how good the replies are. Every answer Repley writes is grounded in these documents and cites the one it used. If a topic is not in there, Repley will not invent it: the ticket stops and waits for you instead.

You do not have to finish it before going live. Start with the five questions you answer most, and add the rest as they come up. The Knowledge Bank page shows which topics are still empty and which questions it could not answer.

Go to Persona. This is where you tell Repley how your store talks: how warm or formal, whether you use the customer's first name, which words never appear, how you open, how you sign off, whether emoji are allowed.

You can preview replies against the persona before it goes live, and change it at any time. On Scale each store gets its own persona and its own knowledge bank.

Go to Integrations → Order lookup and connect your store's order data. From then on, "where is my order" is answered with the live status from the order itself, not from a cached copy, including the tracking link where one exists.

Yes. Each store is a separate workspace with its own knowledge bank, its own persona and its own escalation rules, and you switch between them from one console. Starter covers one store, Growth up to three, Scale up to six. Beyond six, write to us.

From the dashboard, click your workspace name → Add workspace → install Repley on the second store.

Not yet. Repley is designed to replace a single-inbox workflow, not to run beside another help-desk. Running both means two systems answering the same customer, which is worse than either on its own.

If you are on a help-desk today and want to switch, write to us and we will scope the migration with you. Scale includes a Gorgias or Zendesk import.

About fifteen minutes from install, if your documents are ready. Install, connect the inbox, upload the documents, set the persona, connect order lookup, and watch the first real question get answered.

Six things, in this order, on every message.

Read. The thread is parsed, the language detected and the intent classified. Spam, promotions and notifications never become tickets.

Enrich. The order is pulled from Shopify, with its fulfilment and tracking, plus the customer's previous orders and previous tickets.

Retrieve. The passages that answer this particular question are found in your knowledge bank.

Draft. The reply is written against your persona, in the language the customer wrote in.

Check. The draft is graded on grounding, policy, tone and signature before anything leaves.

Decide. Send, or stop and put it in your queue with the order context and the draft attached.

Median draft time across pilot stores is 0.4 seconds. The reply usually exists before you have opened the ticket.

One conversation is one customer thread: roughly three emails going back and forth. That is the unit your plan's monthly limit counts, and most support questions resolve well inside it. A follow-up two weeks later on the same subject is a new conversation.

Two places, and only those two. Live order data from Shopify, and the documents in your knowledge bank. Every claim in a reply is traceable to one of them, and the reply lists the sources it used.

That is also the limit: if neither has the answer, Repley does not guess. The ticket escalates to you.

Some cases always escalate and cannot be switched off: a legal question, a truly furious customer, and chargeback risk. Those are welded shut on purpose.

The rest is yours to set: an order-value threshold above which a human looks first, a confidence floor below which Repley stops instead of guessing, and any topic you would rather answer yourself.

The reply is written either way. The only question is who sends it. When it escalates, the draft, the order and the reason it stopped are all waiting in your queue, so the decision takes seconds rather than research.

You keep the controls. Repley handles tickets A to Z on its own, and every action is written to an audit log with before and after detail. You can raise the confidence floor, add topics to the escalation list, or switch autonomous sending off entirely in settings and review everything first.

Yes. It replies in the language the customer wrote in, using the persona and the knowledge bank for that store. Your documents do not have to be translated first.

It escalates instead of guessing. Anything below your confidence floor, and anything your documents do not cover, lands in the queue with the context attached. The Knowledge Bank page also collects the questions it could not answer, so you can see exactly what to write down next.

Best-in-class language models for drafting and self-critique, lightweight models for intent classification, and high-quality embeddings for knowledge-base retrieval. Both vendors are named in the subprocessor list and both are contractually barred from training on anything that passes through.

No. Repley requests read-only scopes. It never updates an order, refunds a customer or modifies your store, and it cannot, because the permission to do so was never granted. Replies leave through your own SMTP.

Six surfaces. The unified inbox, where every channel arrives as one thread per customer. The replies with the sources they cited. The escalation queue, which is the only place that needs you. The audit log. The persona per store. And the Shopify context behind every ticket.

Nobody works in Repley all day. It is a review surface, not a second inbox.

Yes, on anything sitting in your queue. Edit it, send it, and Repley records that the draft was changed so the pattern shows up in the reports.

A number of conversations a month, a number of Shopify stores, and the whole pipeline: drafting, intent and sentiment, citations, the escalation queue and the audit log. There is no separate AI fee on any plan.

Starter is €99 a month for 300 conversations and one store. Growth is €229 for 1,000 conversations and up to three stores. Scale is €499 for 3,000 conversations and up to six stores. The pricing page has a slider that works out the bill for your own volume.

Nothing surprising. You get an alert at 80% of what your plan includes, and past the limit a flat overage applies for what you actually use: €0.35 per conversation on Starter, €0.28 on Growth, €0.22 on Scale. Nothing switches off and nothing is throttled.

Yes, two months free. €82, €190 and €414 a month, billed annually.

From your Shopify admin, in the app's billing settings. Upgrades take effect immediately; downgrades take effect at the end of the billing period.

Uninstall the app from your Shopify admin, or write to support@repley.io. Cancellation takes effect at the end of the current billing period, and there is no partial refund for the remainder of a period you have already paid for. Nothing renews after that.

No. Fees are stated exclusive of VAT and any other applicable taxes.

The same flat fee. Peak volume draws on your included conversations, and beyond them the normal overage applies. No peak surcharge, and no AI meter running while your sale is live.

Enterprise starts at €999 a month: unlimited stores, custom volume, SSO and SAML, white-label and an SLA. Write to hello@repley.io and we will work out the shape with you.

Inside the EU. Application hosting runs on Hetzner in Frankfurt, and the database on Supabase in the EU region. Your tickets, your documents and the audit log all sit there, encrypted at rest.

The only data that leaves the EU is the AI call itself, to two US providers, under Standard Contractual Clauses. The security page shows exactly what crosses and what does not.

Hetzner for hosting and Supabase for the database, both in Frankfurt. Anthropic for drafting and critique and Voyage AI for retrieval embeddings, both in the United States under Standard Contractual Clauses and both contractually barred from training on your data. The complete list, including the platforms you connect and transactional email, is in section 06 of the privacy policy.

Tickets, AI traces and the audit log for 24 months from creation, or the shorter period you set in settings. Application logs for 90 days, rolling. Backups in an encrypted 30-day window. AI providers delete submitted data after a limited retention window, typically 30 days or less.

Shopify sends a shop/redact webhook 48 hours after uninstall, and your tenant is purged when it arrives. If you want it gone sooner, write to privacy@repley.io and we do it on request.

Yes. Write to privacy@repley.io and you get an export within 30 days, usually much faster. You can ask for this at any time, including in the 30 days after termination.

Requests that arrive through Shopify are handled automatically by the mandatory customers/data_request, customers/redact and shop/redact webhooks, each HMAC-verified and logged. Anything that reaches you by another route, forward to privacy@repley.io and we will help.

Yes, on request. Write to security@repley.io with your company name and the store you run, and it comes back signed.

Write to security@repley.io. We investigate and respond within 72 hours. Please hold off on publishing until we have had the chance to fix it. If an incident ever touches personal data, affected merchants hear from us without undue delay, within 72 hours where the GDPR requires it.

The link has expired or was opened in a different Shopify account than the one it was issued for. Start again from Apps → Shopify App Store inside the admin of the store you want to connect, rather than from an old link or a bookmark.

Check Settings → Email. The integration status should be green. If it is red, the usual cause is a revoked or expired App Password (Gmail) or changed IMAP credentials. Re-enter and save.

If the status is green but nothing arrives, check that the mailbox you connected is the one your customers actually write to, and that no forwarding rule is moving messages out of the inbox before Repley reads them.

Repley answers in the language of the incoming message. If a customer writes in one language and signs off in another, detection can land on the wrong one. Set a default reply language in Settings → Business info as the fallback for ambiguous cases.

Something in it crossed an escalation rule. Open the ticket and the reason is shown on the draft: a legal topic, detected fury, chargeback risk, an order value above your threshold, or a confidence score below your floor. If it is the threshold or the floor, adjust it in settings.

Two documents probably cover the same topic with different answers, and the retrieval picked the wrong one. Open the Knowledge Bank, remove or merge the stale version, and the next reply follows the corrected source. Replies are not retroactively changed; what was sent stays in the log as it was sent.

Replies leave through your own SMTP, so deliverability is your domain's, not ours. Check that SPF and DKIM are configured for the sending domain with your email provider. Nothing in Repley changes those records.

Refresh once, then try a private window to rule out an extension. If it persists, write to support@repley.io with your shop domain and roughly when it started, and we will look at the logs for your tenant.

Not today. Repley connects to Shopify and your inbox directly, and there is no public API to build against yet. If your setup needs one, write to hello@repley.io and tell us what you would call: it is the kind of thing that gets built when enough operators ask for the same shape.

Shopify for order context, and Gmail, Google Workspace or IMAP for the inbox, on every plan. WhatsApp from Growth. Slack notifications from Growth. A Gorgias or Zendesk import on Scale. SSO and SAML on Enterprise.

Yes. Agencies, fulfilment centres, tools and operator communities. Referral commission or reseller pricing for agencies, partner pricing for communities, and terms agreed per partner for the rest. The partnerships page has the four shapes, and partnerships@repley.io reaches a person.

Please do. Write to support@repley.io and describe the situation rather than the feature: what happened, what you expected, and what it cost you. That is the version we can actually build against.

Occasionally, and never through a portal. Write to hello@repley.io with what you would want to work on.

Repley is built by TimeFuser LTD (HE480325) in Limassol, Cyprus, and founded by Joey van de Kerkhof, a Shopify operator whose own inbox is the reason it exists. The story is on the about page.

Still stuck?