Customer service. Handled. Book a CX workshop
Built for Shopify brands

We fix customer service headaches for growing brands.

Repli is an AI-powered customer service system. Every customer message in one place, connected to Shopify, with AI that knows what to say and do next, in your brand’s voice.

Built by a team with 10+ years in eCommerce CX, from running global teams and handling millions of tickets to working with some of the biggest eCommerce brands. We know what works and where teams get stuck.

Book a CX workshop See how Repli works

Starts with thirty minutes on your inbox with Chloe Sheldon, ecommerce customer service expert. Free, and no obligation.

Repli · InboxLive

All open · 128

Urgent · 3

Awaiting reply · 12

VIP · 4

Channels

Email · 86

Live chat · 14

Instagram · 19

Facebook · 9

MKEmail
Marissa K.
Where is my order? #4381
Awaiting reply
JAInstagram
@jade.at.sea
Does the Mini come in the Oat shade too?
New
PS
Priya S.
Can I change my delivery address?
Open
AFEmail
Adam F.
Right ear crackling on arrival
New
SRFacebook
Sofia R.
Five stars, the sound is incredible
Replied
NBFacebook
Noah B.
Can I swap the Gold for Black before it ships?
New
EWEmail
Ella W.
Refund not showing on my card yet
Open
LNInstagram
@lena.runs
Comment: do these work with PS5?
New
Chloe Sheldon, founder of Repli And the secret sauce…
Chloe Sheldon · Founder
10 years in CXTeams of 50+Millions of tickets
MK
Marissa K.Email · Sydney, AU
3 orders · $612VIP
Marissa K. via Gmail · 11:42

Hi, I ordered the Aurora Air last week and it still says processing. I need it before Friday as I leave to go on a holiday, why is it taking so long?

✦ Email AI Copilot · checking Knowledge Base and drafting your response

Order #4381Shopify
Aurora Air · Gold$329 · Qty 1
Shipped
AusPost · arrives Thursday

Hi Marissa, So sorry for the hold up, our warehouse was flat out with the sale. Your Aurora Air in Gold shipped this morning and arrives Thursday: auspost.com.au/track/7XY4821993AU Have a great holiday! Cheers, Amara 🎧

Shipping FAQOrder #4381
Use draft
Amara replied to Marissa K.just now
We design and build specifically for your brandYour customer service system, built out to run like a team ten times your size.
1,204resolved this month
85%drafted by AI
✦Your team and Repli AI, working one inbox
“Ten years running customer service for big ecommerce brands taught me one thing: the inbox always grows faster than the brand. Repli exists so it never swallows you. Everything I learned about running a great support team is built into the software, so a small team can answer like a big one. Build it out yourself, or hand that part to us. Either way it stays yours to run.”
Chloe SheldonFounder, Repli
How it works

Diagnose → Decide → Build → Run

1

Diagnose30 Minutes with Chloe, Customer Service Expert

Let’s look at what’s happening in your customer service today.

We’ll uncover where your team is losing time, what’s creating friction and where Repli could take work off their plate.

You’ll leave with a clear idea of what could be improved and how Repli could fit into your business.

30 minutes · Free

30 minutes · free
Chloe Sheldonwith you and whoever owns the inbox
MonTueWedThuFri
Booked · Chloe and you
2

DecideChoose the right setup for your business

We’ll recommend the best way to use Repli based on how your customer service works today.

We Build It For YouMost popular
Our team builds your Repli AI around your business, then hands it over ready for your team to run.

Build It Yourself
Set up Repli yourself with guidance from our team along the way.

Two ways to get set up
1
We build it for youMost popularOur team builds it, your team runs it
2
Build it yourselfSet it up yourself, with our guidance
3

BuildWe Build Your Repli AI

Choose We Build It For You and our team builds the whole thing around your business.

Your real customer conversations, brand voice, products, policies and processes shape your setup. We build your AI Profile, Knowledge Base, Templates, rules and automations, then test and refine everything before handing it over.

You don’t start with a blank screen. You start with Repli ready to work.

See the platform →

Repli · your AI at workLive
EmailInstagramFacebookLive chatShopify
Your bottlenecks
Where is my order?Cancel before it shipsRefund not showingChange my address
✦
Repli AIKnows your brand, your policies and every order
AI actions to fix them
✓Tracking sent to Marissa K., in your voiceSent
✓Cancelled order #4412 before it shippedShopify
✓Refund issued · $189 back to cardDone
✓Delivery address updated for Priya S.Done
AI agent actions · launching soon
4

RunCustomer service goes from a burden to a breeze

Everything is streamlined and working together.

Your AI Co Pilot knows your brand, your products and the little details that matter. Automatic replies handle the repetitive work, your team can move faster, and reporting gives you a clear view of what’s happening.

Less time in the inbox. More control. Better customer service.

Repli · This monthLive
✓1,204 tickets resolvedDone
✓85% of replies drafted by CopilotIn your voice
✓Every ticket sorted and tagged before anyone reads itAutomated
The software

Expert integration, all backed by powerful software.

01

Every channel, one inbox

Email, live chat, Instagram DMs and comments, Facebook Messenger, reviews. One queue, one set of views: urgent, VIP, awaiting reply, unassigned. Nobody checks five tabs, and nothing slips between them.

GmailOutlookInstagramFacebookLive chat
02

Copilot, in your tone

Every reply starts drafted. Copilot reads the ticket, the customer's Shopify orders and your knowledge base, then writes in the voice Chloe set for your brand. Your team edits and sends, or lets it go as is.

Reads the orderCites the articleYour tone, every time
03

Automations that do the boring part

Tagging, routing, priorities, closing the tickets that need no reply. Rules built from your real ticket patterns, running on every message before a person sees it.

TagAssignPrioritiseClose
04

AI agents that resolve, not just reply Launching soon

Order status, delivery changes, returns. Agents act in Shopify and close the loop with the customer, inside the rules your team set. Each one owns one job, and only once it has earned it. Available as an add-on to any plan.

Bec · order trackingJack · returnsMira · product questions
05

A Knowledge Base that does the answering for you

Built around the questions your customers actually ask, your AI Knowledge Base gives Repli the facts and answers it needs to respond properly.

Choose which simple, repeat questions you want automatically handled, and Repli can answer them before you even open your inbox. Update an article once, and every future answer follows the latest information.

Written for your brandUsed by CopilotUsed by agents
06

Shopify, built in

The customer, their orders, the product, the refund or the replacement, all inside the ticket. No second tab, no pasting order numbers around.

OrdersRefundsReplacementsAddress changes
07

Analytics, see what's happening

What got resolved, what the AI handled, what customers are asking about most. A report your team actually reads, not a dashboard nobody opens.

ResolvedHandled by AITop topics
Repli · Aurora AudioLive
All open · 128Urgent · 3VIP · 4
MK
Marissa K.
Where is my order? #4381
ShippingOpen
JA
@jade.at.sea
Does the Mini come in the Oat shade too?
Pre saleReplied
PS
Priya S.
Can I change my delivery address?
OrdersResolved by AI
AF
Adam F.
Right ear crackling on arrival
WarrantyAwaiting video
SR
Sofia R.
Five stars, the sound is incredible
ReviewReplied
MK
Marissa K.Email · Sydney, AU
3 orders · $612VIP
Marissa K. via Gmail · 11:42

Hi, I ordered the Aurora Air last week and it still says processing. I need it before Friday as I leave to go on a holiday, why is it taking so long?

Order #4381 · Aurora Air · GoldShipped this morning · arrives Thursday
Shopify
Reply to Marissa✦ Copilot

✦ Email AI Copilot · checking Knowledge Base and drafting your response

Hi Marissa, good news, your Aurora Air in Gold shipped this morning and is on track to arrive Thursday, a day ahead of Friday. Your tracking link is below.

Shipping FAQOrder #4381Tone: warm, direct
Use draftEdit
Damaged on arrivalOn
When
Channel is Email
Subject contains "crackling" or "buzzing"
Then
Tag · Warranty
Assign · Ben
Priority · High
Copilot · draft the replacement offer
Fired just now · Adam F. · Right ear crackling on arrival
Also runningOrder delivered · check in after two daysNo reply in 5 days · closeNegative review · alert the team
PS
Priya S.Live chat · Perth, AU
5 orders · $1,140VIP
Priya

Can I change the delivery address on order 4402? I'm moving Friday.

✦Bec AI agent

Of course. It hasn't shipped yet, so we can change it. What's the new address?

Priya

22 Beach Rd, Marlow Bay 4817

✦Bec AI agent

Done. Your order will now go to 22 Beach Rd. You'll get the shipping notice as normal, and I've noted the move on your account.

Shopify · shipping address updated
Resolved by Bec · 40 seconds · no human needed
Agents on this brand
BecOrder tracking, delivery changes
JackReturns and refunds
MiraProduct questions

Anything outside their jobs goes to a person.

Knowledge base · 42 articles
Shipping and deliveryUsed by Copilot and Bec
Colours and finishesUsed by Copilot and Mira
Warranty and replacementsUsed by Copilot and Jack
ReturnsUsed by Jack
Pre-order datesUsed by Copilot
Colours and finishes Written by Chloe from your tickets · updated 3 days ago

The Aurora Air comes in Gold, Black and White. The Mini comes in Oat, Charcoal and Sage.

Oat is back in stock from Friday. Offer to hold one if the customer asks, no deposit needed.

Finishes are matte across the range. Gold is a warm champagne, not yellow, and customers sometimes ask.

MK
Marissa K.marissa.k · Sydney, AU · customer since 2024
3 orders · $612VIP
Orders
#4381 · Aurora Air · Gold$329 · shipped this morning · AusPost
Shipped
#4102 · Aurora Mini · Sage$189 · delivered 3 months ago
Delivered
#3877 · Aurora Air · Black$329 · delivered last year
Delivered
TrackEdit addressReplacementRefund

Edit an address, send a replacement or a refund, without leaving the ticket. Coming soon.

This week · Aurora Audio
312resolved
85%drafted by AI
Shippingtop topic
MTWTFSS
Shipping 38%Returns 21%Product 17%Other 24%

Sent to you every Monday. One page.

Inboxevery channel in one queue

We build it for you

The rumours are true. AI can literally change your customer service.

But for some founders, where do you find the time to learn it, master it and actually build it into your business? That’s where we come in.

We get deep into your business, your customers and how you want your customer service to work. Then we build AI around it, from your AI Profile and Knowledge Base to your Templates, automations and clear reporting, with AI agents added as they launch.

Not a generic AI setup. Built around your business, your way. AI built into your customer service, exactly how you want it, without having to become the expert.

Get started here

Book in to get started. 30 minutes with Chloe, free.

Most brands choose thisTwo-week buildWe build it for you

Our team builds your AI Profile, Knowledge Base, Templates, rules and automations around your business, then trains your team on it. You don’t start with a blank screen. You start with Repli ready to work. Priced per project and quoted after your workshop.

Ask about it on the workshop
At your own paceBuild it yourself

Prefer to set it up yourself? You can, with guidance from our team along the way. Everything we would build for you, you can build in your own time.

See the platform

How we do it?

01 Understand your business

We get to know how your business actually works. Your products, Shopify setup, fulfilment, warehouse, policies, team structure and all the moving parts that affect your customer service.

02 Understand how your CX runs day to day

We look at how your team actually handles customer service across emails, DMs and comments. Who handles what, how tickets are managed, how questions are escalated, and how your team communicates with Shopify, your warehouse and the rest of the business.

03 Deep dive into your tickets

We get right into your customer conversations. What are customers asking? What keeps coming up? Where is your team spending their time? What creates unnecessary back-and-forth? What needs a human and what could be handled automatically?

04 Build your CX system in Repli

We turn everything we’ve learned into your Repli setup. We organise your channels, tickets, tags and workflows so your team can quickly see what needs attention, who needs to handle it and when.

05 Build your AI & automation

We build your AI Profile, Knowledge Base, Templates and rules around your business, ready for AI agents as they launch. Then we automate the right things, from tagging and routing to holding orders in Shopify and moving tickets through the right workflow.

06 Test, refine & get you running

We test everything against real customer scenarios, refine the setup and get your team ready to use it. The result is a customer service system built around your business, your team and your customers, with AI handling the work it should and your team focused on what actually needs them.

Who this is for

Built for awesome Shopify brands whose customer service can't keep up.

01 You're still answering tickets yourself

It started as a Saturday habit and became a second job. If you can name your last five customer emails, this is you.

Sunday · 9:14pm
3 new ticketsWhere is my order? · Refund not showing · Does the Mini come in the Oat shade too?
2 new DMs@jade.at.sea, @lena.runs
02 Your team drowns at every peak

Black Friday, a launch, a delivery delay: the queue doubles and the people you'd need for one month don't exist.

Tickets a day · one quarter
What your team can answerThe launch week
03 You bought the tools. Nobody set them up

A helpdesk, an AI add-on, maybe an agency. Not one of them ever learned your products, your policies or how you talk, so your team still rewrites every reply.

Your stack
HelpdeskAI add-onAgencyMacros
?
Built for your brandNot one of them
Chloe Sheldon 10 years running customer service
Meet Chloe

This wasn't built by another AI founder.

Chloe Sheldon spent 10 years running customer service for some of the biggest ecommerce companies in the world. Peak season surges, product recalls, teams of 50+ agents across time zones. The highs, and plenty of lows.

“Every founder I meet is proud of their brand and quietly dreading their inbox. That's the part we take away.”

Chloe Sheldon, Founder

Repli is the customer service operation she wishes she'd had.

10 yearsrunning customer service
50+agents at peak
Millionsof tickets
Pricing

See our plans.

A ticket is any inbound conversation. Your team answers, on our platform, with Copilot. The build and AI agents are priced on top of any plan.

StarterGetting the inbox under control
$130USD/ month
Billed monthly
  • 400 tickets a month
  • Your team on the platform
  • Copilot included
  • Every channel in one inbox
  • $0.33 per extra
Book a CX workshop
Most brands start here GrowthWhere most brands start
$245USD/ month
Billed monthly
  • 1,000 tickets a month
  • Your team on the platform
  • Copilot included
  • Every channel in one inbox
  • $0.25 per extra
Book a CX workshop
ScaleA team that is drowning
$410USD/ month
Billed monthly
  • 2,000 tickets a month
  • Your team on the platform
  • Copilot included
  • Every channel in one inbox
  • $0.21 per extra
Book a CX workshop
ProBig inbox, many channels
$970USD/ month
Billed monthly
  • 5,000 tickets a month
  • Your team on the platform
  • Copilot included
  • Every channel in one inbox
  • $0.19 per extra
Book a CX workshop
One-off feeWe build it for you

Our team builds your Repli AI around your business, then hands it over ready for your team to run. Quoted after your workshop.

Ask about it on the workshop
Add-onAI agents Launching soon

Order status, returns and delivery changes, resolved end to end. From $0.75 per ticket an agent closes on its own. A person steps in, it is free. Add agents to any plan whenever you're ready.

Ask about it on the workshop
Estimate your monthHow many tickets a month?

Drag it to last month's number. Not sure? Count the emails in your sent folder from last month, that is close enough. We pick the cheapest plan for that number, overages included.

1,800tickets a month
4001,0002,0005,000

The breakdownScale$410USD/ month2,000 tickets included · 0 extra$0.23 per ticket, all in

Bigger than Pro? Bring your ticket volume to the workshop and we price it with you. The build and AI agents are priced on top.

✓ Tickets closed with no response are never charged ✓ A back-and-forth with a customer counts as one ticket, so you are only charged once.
Questions

What founders ask before they say yes.

Before you start

I use Gmail, Instagram and Facebook. Am I too small for this?

Not at all. Repli is for anyone who wants to spend less time replying and more time on everything else. Your Gmail, Instagram and Facebook messages all land in one inbox, and you can connect Shopify so every ticket shows that customer’s orders and history right beside it.

How long until you're running?

About two weeks from the start of the build. The workshop comes first, then Chloe's proposal, then we build it around your business. Your customers keep getting answers the whole way through.

We already have a helpdesk. Do we have to move?

Yes, and we do the moving. Repli runs on our own platform, so the switch is part of the build: we reconnect your channels, rebuild your saved replies as templates, and run the two side by side until you cut over, so nobody is left mid-conversation.

Will this replace our customer service team?

No. Repli does not answer your customers for you. It drafts, sorts and routes, so the people you already have get through far more and spend their time on the conversations that actually need a person.

Pricing
Who owns the data and the accounts?

You do. Your email, Instagram, Facebook and Shopify stay connected to your own accounts, your customers' history sits in your Repli account, and the knowledge base and templates we write for you are yours to keep.

Day to day

Will my customers know it's AI?

Not unless you want them to. Copilot writes the draft, your own team reads it and sends it, and it goes out from your addresses and handles in your tone of voice. A customer sees your brand answering, faster than before.

What about outside our working hours?

Your automations sort, tag and route the queue around the clock, so overnight messages are already triaged and drafted when your team logs on. Nothing sits untouched waiting for someone to open the inbox.

Ask on the workshop
What counts as a ticket?

One inbound conversation. It counts once however many messages go back and forth. If the customer writes again on the same thread after a long gap (14 days on email, 10 days on Facebook or Instagram, 48 hours on live chat), that starts a new ticket. Tickets closed with no reply are never charged.

How pricing works

Customer service. Handled.

Book a CX workshop. Bring last month's ticket volume and you'll leave with a read on what is broken and a few fixes you can make that week. Chloe sends the proposal afterwards.

Book a CX workshop

Or email support@repliai.co

The workshop is with Chloe