Everything your support team needs to move faster
Retenza is built for Shopify stores that take customer support seriously. Here's what's under the hood.
Everything included
Every tool your support team needs
Retenza handles the entire support workflow — from email intake to AI drafting, human review, and continuous learning.
Multi-Agent AI Inbox
AI drafts a reply to every incoming email in under 5 seconds, routed to the right agent for quick review.
Confidence Threshold
Set a confidence score cutoff. Anything below your threshold goes straight to a human — nothing risky auto-sends.
Tone & Persona Control
Train the AI on your brand voice — formal, friendly, or anything in between. Every reply sounds like you.
Refund & Cancellation Limits
Define per-order refund approval rules. The AI enforces your policy automatically before any refund is issued.
Knowledge Base Training
Upload FAQs, policies, and product docs. The AI pulls from your knowledge base on every single reply.
Shipment Delay Emails
Automatically detect Shopify shipping delays and send empathetic, proactive updates before customers complain.
CSAT Surveys
Send post-resolution satisfaction surveys. Track scores over time and spot support quality trends instantly.
Self-Learning AI
The AI learns from every agent edit and CSAT response, getting measurably smarter with each ticket resolved.
KPI Dashboard
Track resolution rate, AI cost, reply time, and revenue protected — all in one clean real-time dashboard.
How it works
From inbox to reply in 4 steps
Customer emails your store
A customer sends a support email. Retenza picks it up via your connected Gmail inbox — instantly, 24/7.
AI reads & understands
Retenza detects intent (refund, delay, question), fetches the Shopify order, and checks your knowledge base.
Draft ready in 5 seconds
A polished, on-brand reply draft appears in your inbox with a confidence score and full order context.
1-click approve & send
Your agent reviews, approves or edits, and sends. The AI learns from every change you make.
Where is my order #1042?
Request refund for damaged item
Package delayed — no update
Hi, I placed order #1042 five days ago and haven't received any shipping confirmation. Can you please check what's happening?
Hi Sarah,
Thank you for reaching out! I've just pulled up your order #1042 and can confirm it shipped yesterday via UPS with tracking number 1Z999AA10123456. It should arrive within 2–3 business days.
You'll receive an email confirmation shortly with the full tracking link. Apologies for the delay in sending that — we appreciate your patience!
Warm regards,
The Support Team at Demo Store
This is a live preview of the Retenza agent inbox. No setup required to start.
Replies that sound like a human wrote them
Powered by Claude — Anthropic's enterprise-grade AI — every reply is warm, empathetic, and perfectly on-brand. Never robotic, never templated.
Intent Detection
Automatically classifies emails: order status, refund, cancellation, complaint, shipping issue, and more.
Language Detection
Detects the customer's language and always replies in the same language — 40+ languages supported.
Confidence Scoring
Every AI draft receives a confidence score. Low-confidence replies are automatically queued for human review.
Tone Control
Configure tone per brand — professional, friendly, formal, or casual. AI adapts to your voice.
Deep Shopify integration, out of the box
One-click OAuth connection syncs your entire Shopify store. Order lookups happen in real time — so replies always reference the right data.
Order Status Lookup
AI fetches order status, fulfillment data, and estimated delivery before writing the reply.
Tracking Information
Includes real carrier tracking numbers and links directly in the AI-generated reply.
Customer History
Full purchase history pulled per customer for context-aware, personalized support.
Smart Caching
Order data cached for 10 minutes to stay within Shopify API rate limits — fast and reliable.
Your team stays in control
Choose between fully automated replies or agent review mode. Either way, your team's time goes where it matters most.
Auto-Send Mode
High-confidence replies are sent automatically without any human intervention.
Review Mode
Every AI draft lands in the agent inbox for a quick approval before sending.
Edit & Send
Agents can tweak any draft directly in the inbox — no switching tools.
Reject & Reassign
Agents can reject drafts and flag conversations for specialist handling.
Full visibility across your support operation
Real-time dashboards, intent charts, and audit logs give you a complete picture of your support performance.
Email Volume Charts
Daily and weekly email volume charts with trend indicators.
Intent Breakdown
See exactly what your customers are asking about — and how often.
Language Distribution
Understand your global customer base at a glance.
Audit Logs
Every admin action logged with user, timestamp, and IP for full accountability.
Enterprise-grade security and compliance
Built for multi-tenant SaaS from day one. Complete data isolation between organizations, with audit trails for everything.
Multi-Tenant Isolation
Complete data separation between organizations — no cross-tenant data access, ever.
Role-Based Access
Super Admin, Org Admin, and Agent roles with granular permission controls.
Session Security
Encrypted iron-session cookies, bcrypt password hashing, and CSRF protection.
Webhook Verification
All Stripe and Shopify webhooks verified with HMAC signatures before processing.
Built for results, not just features
Every Retenza feature is designed to reduce workload and protect revenue — not just add more dashboards to check.
Fewer escalations
The AI resolves most tickets before a human even opens them.
Revenue protected
Refund policy enforcement and proactive delay emails keep customers loyal.
Continuous improvement
Self-learning AI means your support quality improves automatically over time.
Ready to put it all to work?
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