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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 the permissions Repley needs (read orders, customers, fulfillments), click Install app and Repley opens your dashboard.

After install, go to Settings → Email. Repley currently supports connection via Gmail / Google Workspace using an App Password, or via IMAP for other providers.

Not yet. Repley is designed to replace a single-inbox workflow, not to run alongside another help-desk. If you're already on a help-desk and want to switch, email us, we'll help you migrate.

Yes. Each store is a separate workspace in Repley. From the dashboard click your workspace name → Add workspace → install Repley on the second store.

Repley runs a five-stage pipeline on every inbound email: pre-filter (legal / out-of-scope), intent classification (Haiku), enrichment (pulling order data and KB chunks), draft (Claude Sonnet), self-critique (checks citations, tone, policy), and a final decide stage.

The draft is shown for review, or auto-sent if you enable autopilot and the confidence passes your threshold.

Only if you explicitly turn it on. By default every draft waits in your queue for one click. Enable auto-send in Settings → AI Autonomy, with per-tenant controls for confidence floor and maximum turns in a conversation.

The reply is marked open and stays in your queue for a human. Repley's Decide stage escalates when confidence is low, the customer asks for a human, or the AI has asked follow-up questions more than the allowed number of turns.

So it can answer "where's my order?" and similar without asking customers twice. Repley reads orders, customers and fulfillment data from Shopify. It never writes to your store.

Pricing will be shown on the Pricing page and in the Shopify App Store listing at launch. During the private beta, pricing is set per-store during the onboarding call. Billing is handled through Shopify, no separate payment method.

Yes. The trial details are shown during install on the Shopify permission screen.

From the Repley dashboard → Settings → Billing → Change plan. You'll be redirected to Shopify's billing screen to approve the change.

From your Shopify admin → Settings → Apps and sales channels → Repley → Uninstall. That immediately cancels billing and stops all data sync.

Your tenant data is retained for 48 hours (Shopify's redact window) then permanently deleted.

In the European Union (Frankfurt), on Supabase's managed Postgres, behind Hetzner compute. Encrypted at rest, in transit, and inside our application. Full details in the Privacy Policy.

Yes. Email privacy@repley.io and we'll generate an export within 30 days, often much faster. A one-click export in the dashboard is coming soon.

We comply with the GDPR and process personal data only on your instructions. We implement Shopify's three mandatory GDPR webhooks (customers/data_request, customers/redact, shop/redact).

Data-subject requests from your customers should be sent to you first, you then forward to privacy@repley.io if you need our help responding.

Email security@repley.io. We investigate and respond within 72 hours. Please don't publish the issue publicly until we've had a chance to fix it.

This usually means your store isn't yet on the distribution list in our Partners Dashboard, or a scope needs updating. Email support@repley.io with your shop domain (e.g. yourstore.myshopify.com) and we'll resolve within a few hours.

Check Settings → Email, the integration status should be green. If red, the most common cause is a revoked or expired App Password (Gmail) or IMAP credentials. Re-enter and retry.

If green but nothing is coming in, check Settings → Ingest cutoff, you may have set a date after the emails you're expecting.

Repley detects the inbound language automatically and replies in the same one. If detection is wrong, check that your knowledge-base documents include content in the customer's language, the AI matches reply language to the language of the cited KB chunks when they exist.

Common reasons:

(1) the draft's confidence is below your configured floor (Settings → AI Autonomy → Confidence floor);
(2) your knowledge base is empty, the critic stage rejects replies without citations;
(3) the customer's intent is escalate (refund, legal, partnership);
(4) you've hit your per-customer hourly rate limit.

The ticket detail page shows the exact reason.

Try a hard refresh (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows). If the problem persists, email us with a screenshot of any browser console errors, we'll dig in fast.

Not actively, but always interested in talking to strong customer-experience and AI engineers. Email hello@repley.io with a brief intro.

Yes. We offer a referral program for Shopify agencies managing multiple D2C brands. Email partnerships@repley.io for details.

We publish a monthly changelog at /changelog and a forward-looking roadmap at /roadmap. For specific feature asks, email support@repley.io, we genuinely build from customer input.