Custom AI customer service & operations Book an AI Operations Workshop
For ecommerce brands · done for you

We build AI teams that handle your customer service and operations.

Every ecommerce brand works differently. Your AI should too. We design, build and integrate specialised AI agents that answer customers, manage orders, coordinate with your warehouse and take repetitive work off your team’s plate.Every ecommerce brand works differently. Your AI should too. We build specialised AI agents that answer customers, manage orders and coordinate with your warehouse.

Book an AI Operations Workshop See our AI agents in action

Starts with a free AI Operations Workshop with Chloe Sheldon, who spent 10 years running customer service for some of the biggest ecommerce brands.

Before anyone reads it.Repli matches her email to her Shopify order and pulls in what it knows. Your rules tag it and hand it to Bec, Aurora’s email agent.

What the AI agent reads first.The Shopify order, your knowledge base and the voice you set. Anything that needs a person goes to one.

MK
Marissa K.Email · Sydney, AU · 3 orders · $612 · VIPOrder statusBecAI agent
NewResolved 09:13

Marissa K.via Gmail · Mon 09:12

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?

Before anyone reads itAutomations · Mon 09:12

  1. ShopifyOrder #4381 · matched from her email
  2. ShopifyAurora Air, Gold · $329 · Qty 1
  3. ShopifyCustomer · 3 orders · $612 · VIP
  4. RuleAsks where their order isThenOrder statusBecAI agent

Bec · AI agent · reading Shopify, knowledge base, Aurora voice

Bec · replying in the Aurora voice

BecAI agent · resolved Mon 09:13

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!
Bec, Aurora’s AI assistant

Order #4381Shipping during salesAurora voice

SendEvery fact checked against Shopify and your knowledge base

Resolved by Bec · received Mon 09:12 · replied 09:13

Demo store: Aurora Audio

Knowledge base · Shipping during sales

1During sales, orders can take 2 extra business days to leave the warehouse.

Shopify · Order #4381

Aurora Air · Gold$329 · Qty 1

Shipped

2Fulfilled · today 08:14 AEST

3AusPost Express · ETA Thursday · 7XY4821993AU

Her own message

4“I need it before Friday as I leave to go on a holiday”

Aurora voice

Warm, short, a little playful

5Sign off as Bec, Aurora’s AI assistant

The work behind your brand

Your brand is growing. The repetitive work shouldn’t grow with it.

Every new order creates more work behind the scenes. Customers need answers. Orders need changing. Returns need managing. Warehouse requests need following up. And your team spends hours moving between systems to get it all done.

As you grow, these tasks multiply, and experienced people end up spending their day on work that follows the same steps over and over. That’s the work we build AI agents to handle.

Less time answering the same questions.

Let AI handle routine customer enquiries, research orders and prepare or send replies according to your rules.

Less manual work behind every order.

Give agents permission to handle supported order changes, retrieve information and coordinate routine operational requests.

Fewer tasks falling between systems.

Connect customer requests with your fulfilment operation, so eligible order changes and warehouse requests get handled before dispatch.

Example inbox, order and warehouse messages from our demo store, Aurora Audio.

Your team spends less time on repetitive admin and more time helping customers, solving difficult problems and growing the brand.

Chloe Sheldon at her desk with two laptops
Chloe Sheldon · Founder 10 years in CXTeams of 50+Millions of tickets
We’ve lived the problem

Built by people who’ve spent years running ecommerce customer service.

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

Chloe SheldonFounder, Repli

Repli is led by Chloe Sheldon, who 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. She’s seen what happens when a brand grows fast: volumes climb, systems multiply, and good people lose their days to the same tasks. Repli brings that experience together with AI.

10 years
running customer service
50+
agents at peak
Millions
of tickets

The Repli CX Blueprint

Chloe’s playbook is the foundation of every build. For your brand, we work out:

  • How each type of request should be handled
  • What information an agent needs
  • How your brand voice is kept
  • Which actions are appropriate
  • When a person should step in
  • How quality is measured

Good AI needs good processes behind it. That’s where our experience matters.

Not an off-the-shelf solution

We don’t hand you AI software and leave you to work it out.

We get to know your business first: your products, policies and team, how your customer service runs today, your warehouse, your systems, even the way your brand speaks to customers. We find where AI can genuinely help, then build a specialised team of agents around those workflows.

Our team handles the configuration, integrations, migration, testing and training, so you’re never left managing a complicated AI implementation on your own.

  1. 01

    Understand

    We go deep into how your business operates and identify the work worth automating.

  2. 02

    Build

    We create your AI agents, connect your systems and set everything up in the Repli Agent Workspace.

  3. 03

    Improve

    We train your team, monitor performance and keep developing the system as your business evolves.

You get a working AI operation, not another piece of software to set up.

Specialised AI agents

A team of AI agents. Each with a job to do.

We don’t expect one AI assistant to do everything. Repli brings together specialised agents that each own a responsibility, share what they know and work together on every request, with access only to approved information and clear rules about what they can do.

  • Jack

    Triage AI agent

    Reads each new ticket, tags it and sends it to the right place before anyone answers.

  • Remy

    Chat AI agent

    Answers shoppers on live chat and Instagram and Facebook DMs by herself, and hands over to your team when she should.

  • Bec

    Email AI agent

    Answers shopper emails by herself, holding each reply for a moment so your team can stop it.

  • Copilot

    Copilot AI agent

    Writes draft replies for your team to check and send. It never sends anything itself.

  • Frank

    Analytics AI agent

    Reads how your support is going and suggests what to change, so every AI agent and every person keeps getting better.

  • Ari

    CX manager AI agent

    Keeps an eye on your AI agents and your people together, and flags what needs a manager.

Your customers only ever meet your own named assistant, in your brand’s voice. Behind it, this team does the work, and we keep adding new specialists as Repli grows.

More than automated replies

Our AI agents don’t just answer questions. They get work done.

Most requests need more than a message. When a customer wants to change an order, someone has to find it, check its status, contact the warehouse, update the details and confirm it all. Repli agents do those steps across your connected systems. Here’s Bec handling an address change for our demo store.

Shopify.

Your store, orders and customers, connected. Agents read the order live and make the changes your rules allow.

Your 3PL or own warehouse.

Live parcel status in every ticket, and holds or edits that reach the floor before dispatch. No emails to the 3PL, no sticky notes.

Every customer channel.

Email, live chat, Instagram and Facebook in one workspace, for your team and your agents alike.

We map how your business works, build the connections and test them before anything goes live. The systems and actions for your brand are confirmed in your audit.

Real workflows

Every skill your AI agents run. And everything they check first.

Your AI agents don’t guess. Before one touches an order, it proves who it’s talking to, reads the order live and checks your store’s rules. Anything that moves money, it prepares for a person to approve.

JD

Jordan D.Please change the address on order #4392 to 22 Hay St, Perth.

Prove it’s really them

  1. !It’s really them?A chat visitor, not signed in
  2. Instead: send a codeTo the email on the order, never to the chat
  3. Code checked by the systemNot by the AI · expires in 30 min

Done by Remy

A 6-digit code sent to the email on the order

Send a verification code

A person approves

Anything that moves money

Happy to help! To keep your order safe, I’ve sent a 6-digit code to the email on the order. Pop it in here and I’ll make the change.

Shopify · #4392

CodeNot sentSent to j•••@gmail.com

The AI agent does it alone, after its checksThe AI agent prepares it, a person approvesDemo store: Aurora Audio

What your AI agents check first

  1. It’s really them. The sender is verified by their mail provider, or proves it with a 6-digit code sent to the email on the order.
  2. The right order. If they have more than one, it asks which. It never guesses.
  3. Not packed yet. Read live from Shopify and your warehouse before any change.
  4. The address is real. Street, city, state and postcode, checked before a parcel is redirected.
  5. Your store’s rules. They bind the AI and your team alike. If a rule can’t be checked, it doesn’t act.
  6. Money needs a person. Refunds, cancels and goodwill are prepared, never paid out.
  7. Unusual requests. A second change, a new state or a high-value order goes to a person.
  8. Nothing hidden in a note. A change is never slipped into an order note instead.
  9. Every sentence. Facts come from Shopify or your knowledge base, and it never promises what it can’t do.
  10. A person when asked. It hands over straight away and says when your team will reply. It never argues.

Every change is logged with what it was before, so your team can always see exactly what the AI changed, and when.

See every skill and Shopify action

36

AI agent, aloneA person approvesPeople only

Answering

  • Where is my order
  • Product and sizing questions
  • Stock and restock dates
  • Shipping times and costs
  • Returns and warranty policy
  • Discount code help

Looking after the conversation

  • Sort and tag every ticket
  • Prove it’s really them
  • Hand over to a person
  • Flag unusual requests

Order fixes

  • Edit shipping address
  • Edit order email
  • Edit order note
  • Edit order tags
  • Update tracking
  • Hold shipping
  • Release hold

Order editing

  • Edit items, same price
  • Edit items, new price
  • Edit shipping method
  • Apply discount to order
  • Duplicate order

Money

  • Refund
  • Cancel order
  • Returns and exchanges

Goodwill

  • Create discount code
  • Send replacement
  • Issue store credit
  • Issue gift card

Customer

  • Send account invite
  • Edit customer details
  • Create order
  • Manage gift cards
  • Unsubscribe from marketing
  • Merge customer profiles
  • Delete customer data
Works with Claude

Run your customer service from a chat.

Connect Repli to Claude and you barely need to open the platform. Ask what needs you, approve what your AI agents prepared, check how the week went and change a policy, in plain English. Every request happens in Repli, live.

ClaudeRepli connected

Morning! Anything need me today?

Repli · checked the inbox

Bec and Remy resolved 64 tickets overnight. Two need you:

AF

Adam F.Sent his warranty video. Ben’s off today.

Approve replacement
CN

Chris N.Refund of $249 on a sale order.

Review

Send Adam a replacement and let him know.

Repli · replacement order #4412 created

Repli · reply sent to Adam F.

Done. It ships tomorrow and Adam has his tracking link.

Orders from 20 Nov to 24 Dec get 60 days to return, for Christmas.

Repli · returns change drafted, 20 Nov to 24 Dec

Drafted. It has to pass the refunds exam before it goes live. Run it now?

Yes please.

Repli · refunds exam run on the new window

Passed, 40 of 40. It goes live on 20 November.

Repli · Aurora AudioLive

  • AF

    Adam F.Warranty · video received

    Needs youResolved
  • CN

    Chris N.Refund $249 · sale order

    Needs you
  • MK

    Marissa K.Where is my order?

    Bec · resolved
  • NB

    Noah B.Swap to Black

    Bec · resolved
  • JA

    @jade.at.seaDoes the Mini come in Oat?

    Remy · resolved

Shopify

Replacement #4412Aurora Air · Black · no charge

Knowledge base · ReturnsDraftLive 20 Nov

Returns accepted within 30 days60 days for orders from 20 Nov to 24 Dec

Exam · refunds

40 of 40 passed

Claude works on what you ask and nothing else. Anything that sends to a customer or moves money waits for your yes. Example conversation, demo store Aurora Audio.

Powered by Repli

One workspace. Your people and AI agents working together.

Every build runs on the Repli Agent Workspace, our own platform. Your conversations, team, AI agents, knowledge and approvals live in one place, so your team can see what the agents are doing, approve sensitive actions and step in whenever they need to.

01 · A complete helpdesk

Every channel in one inbox, with the order inside every ticket.

Repli replaces your current helpdesk. Email, live chat, Instagram, Facebook and reviews land in one place, and each message is matched to the customer’s Shopify orders, so nobody hunts through tabs.

02 · Controlled actions

You decide what your agents are allowed to do.

Each agent works within its role, its tools and your rules: tracking, address changes, swaps, product questions and more. Refunds and other sensitive actions wait for a person on your team to approve.

03 · Copilot

For everything a person handles, the draft and the next step are ready.

When a ticket needs your team, Copilot has already read the order and your policies. It drafts the reply and says what to do next. Your team checks it and sends.

04 · Shared knowledge, kept current

One source of approved knowledge, and someone looking after it.

Agents answer from your knowledge base, products and policies. Your AI Integration Lead keeps it up to date, reviews what the agents did and runs every change through the exam first. See how

Moving over

We move your customer service operation to Repli, too.

  • Every channel reconnectedEmail, live chat, Instagram, Facebook and reviews.
  • Saved replies and agreed history come acrossExactly what moves is confirmed in your audit, so there are no surprises.
  • Both run side by sideUntil you switch over, so nobody is left mid-conversation.
  • Your team is in Repli within two weeksPart of the build, with training and Copilot from day one.
Proven before it’s live

Every AI agent sits an exam. On your tickets.

Before an AI agent talks to a single customer, we build an exam from your real conversations: the questions you get, the answers your best people gave, and the tricky ones that go wrong. Each agent sits it again and again. Nothing goes live until it passes.

Exam · Bec and RemyRun 14

210 passed0 failed0 to run

Where is my order?From 412 real tickets · 50 cases

Passed · goes live

Product questionsFrom 268 real tickets · 50 cases

Passed · goes live

Change an orderShopify actions · no money moves · 40 cases

Passed · goes live

RefundsMoney · has to be perfect · 40 cases

Passed · prepares, a person approves

!2 failed

Trick questionsAsked for a person, made-up policies, pushy customers · 30 cases

Passed

Fix proposed · refunds

Bec quoted the 30 day window on an order bought in the sale, which has 14 days. Tighten the rule so it reads the order date.

Waiting for approvalApproved by Chloe· re-running· both refund cases now pass

3 jobs go live · refunds are prepared for a person to approveRun 15 · tonight, with today’s new tickets
  • Built from your own history. Real tickets, with the right answer approved by a person on our team, plus trick questions every brand gets.
  • Money has to be perfect. Refunds, the wrong order, a promise you can’t keep, ignoring someone who asked for a person. One miss on any of these and that job doesn’t go live.
  • Every fix is approved by a person. When an agent gets something wrong, we find out why and propose a fix. Someone on our team signs it off, then it runs again.
  • Re-run every night. New conversations join the exam as they come in. If an agent ever slips on something important, that job goes straight back to drafts for your team.

Example results for the demo brand Aurora Audio.

How it works

Workshop. Audit. Build. Exam. Live.

Your team is working in Repli with Copilot within two weeks. Your first AI agents go live once they pass their exam, about six weeks in.

  1. 1

    Today · 30 minutes · free

    The AI Operations Workshop

    Thirty minutes with Chloe on how your customer service and operations run today: the tasks taking your team’s time, the systems involved and where AI could help.

  2. 2

    Week 1 · comes off the build

    The audit and your Blueprint

    We review your processes, policies, knowledge, conversations, systems and helpdesk. You get your Repli AI Operations Blueprint: the agents, workflows, integrations, approvals and costs, agreed before we build.

  3. 3

    Weeks 2 and 3

    Build, integrate and migrate

    We configure your Repli workspace, move your helpdesk across, connect Shopify and your warehouse, write your knowledge base and set up your agents. Your team is working in Repli with Copilot by the end of week two, while we finish your AI agents.

  4. 4

    Weeks 4 and 5

    The exam and training

    Your agents sit the exam built from your tickets until they pass. Meanwhile we train your team on the workspace, approvals and knowledge, and set you up to run it from Claude.

  5. 5

    Week 6 onwards

    Live, then better every month

    Agents go live one job at a time, as each one passes. Your AI Integration Lead, a real person from Chloe’s team, then keeps improving them and adding new jobs.

Your AI Operations Blueprint

Blueprint · Aurora AudioWeek 1

From the audit3 findings

  • 38% of tickets ask where an order is
  • Answers live in three places
  • No written policy for sale delays

The plan · where AI goes

  • Where is my orderAI agent · first
  • Product questionsAI agent · first
  • Order changesAI agent · second
  • RefundsYour team, with Copilot
  • WarrantyYour team, with Copilot
Demo store: Aurora Audio
The work doesn’t stop at launch

Your AI Integration Lead stays on.

Your AI operation should get better as your business grows. A real person from Chloe’s team, named and yours, looks after your AI agents every week. Their job is to have AI handle more of your tickets each month, safely.

  • Reads what the AI handed over and works out which of those tickets it could learn next.

  • Keeps your knowledge base current as your products, policies and promotions change.

  • Runs every change through the exam before it reaches a customer.

  • Reviews it with you every month: what the AI handled, what it handed over, and what’s next.

What the AI agents handle at Aurora Audio

  1. Month 1

    Where is my orderProduct questions

  2. Month 2

    Order changesAddress changesDiscount codes

  3. Month 3

    Returns inside policyBack in stock

  4. Month 4

    Warranty claims, sorted for BenWholesale enquiries

An example plan for the demo brand Aurora Audio. Each job goes live only once it passes the exam.
How pricing works

A custom AI operation, built around your business.

Every brand has different systems and processes, so the build is scoped around yours. Our pricing keeps that custom work separate from the Repli software and AI usage that runs it.

  1. 1

    The AI Operations Workshop

    A 30-minute conversation about your processes, your bottlenecks and where AI could help.

    Free
  2. 2

    The AI Operations Audit

    A detailed review of your operation and systems. You get your AI Operations Blueprint, and the fee comes off the build if you go ahead.

    Scoped and quoted
  3. 3

    Custom build, migration and integration

    Agent design and configuration, your helpdesk move, system integrations, testing, launch and team training.

    One-off fee
  4. 4

    Repli platform and AI usage

    Your workspace runs on a monthly ticket plan and AI plan. Usage above what they include is billed at your plan’s rates.

    Monthly · see plans
  5. 5

    Ongoing AI integration and improvement

    Your AI Integration Lead: monitoring, workflow improvements, new integrations and new jobs for your agents.

    Ongoing, agreed with you

You’ll know the scope and every cost before any work begins.

Book an AI Operations WorkshopSee software pricing
Questions

What brands ask before they say yes.

Before you start

What happens in the AI Operations Workshop?

Thirty minutes with Chloe on your real inbox. You’ll see where AI fits, what should stay with your team, and roughly what it would take. There’s no obligation, and you’ll leave with ideas you can use either way.

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

Yes. Repli replaces your helpdesk, because your AI agents, Copilot and your Shopify orders all work inside it. The move is part of the build: we reconnect your channels, bring across your saved replies and the history agreed in your audit, and run both side by side until you switch over, so nobody is left mid-conversation. Your team is working in Repli within two weeks.

How long until it’s live?

Your team is working in Repli with Copilot within two weeks of the audit starting. Your first AI agents go live once they pass their exam, about six weeks in. Agents then go live one job at a time, as each one passes the exam.

What does it cost?

The five parts are set out in How pricing works, and the software plans are on our pricing page. The audit, the build and your AI Integration Lead are quoted for your brand after your free AI Operations Workshop, with no obligation. If you go ahead with the build, the audit fee comes off it.

Does it work with our 3PL or our own warehouse?

Yes. In the audit we map how your warehouse works, and in the build we connect Repli to it, whether that’s a 3PL or your own team packing in-house. Your AI agents then see live parcel status and can hold or change an order before it’s packed. We test it before anything goes live.

The AI

What if the AI says something wrong?

It only answers from your Shopify data, your knowledge base and the rules we set together, and every reply is checked against them before it sends. It passes an exam built from your own tickets before it goes live, and it sits that exam again every night.

What can the AI agents actually do?

Answer questions, look up orders and tracking, change addresses, swap items before they ship, and take on more as they prove themselves. Refunds and anything else involving money wait for a person to approve.

Which AI agents will we start with?

The ones your workload needs most. Usually that’s Bec answering email and Remy on live chat, with Copilot drafting replies for your team. More specialists join as your AI Integration Lead teaches them new jobs.

Will customers know it’s AI?

Yes. Your AI agent has a name you choose, and it always says it’s an AI assistant. A customer can ask for a person at any time. The AI hands over straight away, and tells them when your team will reply.

Will this replace our team?

No, but it changes how you grow. As your AI agents take on more of the repetitive tickets, the same team handles more volume, so you hire for every sale and launch less often. Your people spend their time on the conversations that need a person, and when a ticket needs them, Copilot has the draft and the next step ready.

Day to day

Do I have to use Claude?

No. Everything works inside the Repli platform. Claude is there for owners and managers who would rather run things from a chat.

What does the AI Integration Lead do?

They’re a real person from Chloe’s team who looks after your AI agents every week. They read what the agents handed over, teach them new jobs, keep your knowledge base up to date, and run every change through the exam first. Once a month they take you through it.

Who owns the data?

You do. Your email, Instagram, Facebook and Shopify stay connected to your own accounts, and your customers’ history sits in your Repli account.

Is it only for Shopify?

Yes. Repli is built for Shopify brands, which is why it can read and change orders properly instead of guessing.

Let’s find out what AI could take off your team’s plate.

Every ecommerce business has tasks that take more time than they should. In a free 30-minute workshop with Chloe, we’ll find yours, show what AI can realistically handle and work out what it would take to build the right system for your brand.

Book your AI Operations Workshop
Or email support@repliai.co