Alhena AI's Re:amaze integration
Re:amaze keeps you organized. Alhena AI keeps your inbox empty.
Re:amaze brings chat, email, and social DMs into one inbox. Alhena resolves 70%+ of those tickets automatically — so a small team can handle the support volume of a brand five times their size.
What Alhena AI adds to your Re:amaze account
Four ways Alhena reduces the ticket volume your team has to manually handle — starting from day one.
1. The ticket volume a small team can't handle — Alhena can
Resolves tickets — doesn't just route them
Alhena closes support requests end-to-end without any agent touching the thread. Return requests, order lookups, shipping questions, and product inquiries get handled in seconds — so your Re:amaze inbox stops being a triage queue and becomes a list of conversations that actually need your team.
Every escalation arrives with full context
When Alhena hands off to your team in Re:amaze, it passes along the customer's question, their order details, what was already attempted, and what they still need. Your agents open a ticket knowing the full picture — not piecing together a long thread to understand what the customer wants.
2. Your storefront answers questions before they become tickets
A chat widget powered by your actual store data
Alhena's chat widget sits on your storefront and resolves order status, returns, and product questions before they ever reach your Re:amaze inbox. It pulls live data directly from Shopify or WooCommerce — tracking numbers, return windows, subscription status, product availability — so every answer is specific to that customer, not a generic template.
Handles the questions your team answers every single day
The highest-volume support requests for most DTC brands are predictable: where is my order, can I return this, when will this ship, does this come in my size. Alhena handles all of them automatically, 24/7, with accuracy that matches your policies exactly — because it's trained on your content, not a general-purpose AI.
3. Chat, email, and social DMs — all covered automatically
One AI layer across every channel Re:amaze supports
Re:amaze routes messages from live chat, email, Facebook Messenger, Instagram, and Twitter/X into one inbox. Alhena works across all of them — responding instantly to common requests so your team only sees what requires human judgment, regardless of which channel the customer used to reach out.
Consistent answers, not channel-by-channel inconsistency
Without AI, customers who DM on Instagram and customers who email often get different answers from different agents. Alhena applies the same knowledge, the same tone, and the same policies across every Re:amaze channel — so your brand sounds like one brand, no matter how the customer reached you.
4. Live in under an hour — improves automatically over time
Learns from the Re:amaze content you already have
Alhena ingests your Re:amaze knowledge base articles, canned responses, and ticket history at setup — no manual training, no flow building, no developer involvement. Your brand voice, your policies, and your most common answers are absorbed automatically. Most brands are fully live in under an hour.
Stays accurate as your store evolves
Add a product, change your return window, update your shipping policy — Alhena picks up those changes automatically from your connected data sources and knowledge base. It never answers from a stale snapshot. And when an agent corrects a response, that correction improves how Alhena handles similar questions going forward.
What Re:amaze teams see after adding Alhena
Less time triaging. More time on the conversations that actually need you. From the first week.
70%+
of Re:amaze tickets resolved before an agent sees them
<1 hr
average setup time — no developer, no flow building
24/7
automatic coverage across chat, email, and social DMs
How Alhena works with Re:amaze
Connected in under an hour. Runs automatically from there.
01
Connect Re:amaze, your store, and your social channels
Link Alhena to your Re:amaze account and your ecommerce platform — Shopify, WooCommerce, or BigCommerce. Alhena ingests your knowledge base, canned responses, product catalog, and ticket history automatically. Your social channels connected in Re:amaze — Facebook, Instagram, Twitter/X — are covered from day one. No developer, no flows to build.
02
Your Re:amaze inbox starts shrinking immediately
Alhena's chat widget goes live on your storefront and connects to your Re:amaze inbox across every channel. Common requests — order status, returns, product questions, policy lookups — get handled instantly, 24/7, before your team ever sees them. Complex cases route into Re:amaze with a full summary already attached.
03
Your team focuses on the conversations worth their time
Instead of triaging a queue full of repetitive requests, your agents open Re:amaze and see only what genuinely needed a human — escalated cases, unhappy customers, edge cases, relationship-critical conversations. Every ticket that makes it through arrives with context: what was asked, what Alhena tried, what the customer needs next.
The requests Alhena resolves across your Re:amaze channels
These are the ticket types that fill most DTC support queues. Alhena handles them automatically — across chat, email, and social — so your team can focus on the ones that actually need them.
WISMO & order status
Customers ask about their order and get a real answer — delivery date, carrier status, last scan — pulled live from your store. No ticket created, no agent involved.
Returns & exchanges
Alhena walks customers through your return or exchange process step by step, based on your exact policy. Eligible requests get handled start to finish; edge cases escalate with all the details already written up.
Social DM support
Facebook Messenger, Instagram, and Twitter/X DMs come through Re:amaze like any other channel. Alhena handles the common requests automatically so your team isn't manually responding to every "where's my order?" DM.
Pre-purchase questions
Fit, ingredients, compatibility, bundle contents — Alhena answers the questions that turn browsers into buyers, using your product catalog and knowledge base, not a generic AI guess.
Subscription & account management
Pause, cancel, skip, or swap a subscription — Alhena handles the most common account actions by pulling live data from your store, without creating a ticket your team has to process.
Policies, promotions & FAQs
Return windows, warranty terms, discount eligibility, referral programs — Alhena answers from your Re:amaze knowledge base and gives the same accurate, on-brand answer every time, across every channel.
Frequently asked questions
Does Alhena replace Re:amaze?
No — they serve different purposes. Re:amaze is your team's helpdesk: the inbox where agents manage conversations, the knowledge base where content lives, the platform your support workflow runs on. Alhena sits in front of it as an AI resolution layer. It handles the incoming volume that would otherwise flood your Re:amaze inbox, so your agents use Re:amaze for the conversations that actually need them — not for copy-pasting the same answer fifty times a day.
Is Alhena the same as Re:amaze's built-in chatbot?
No — they work very differently. Re:amaze's native chatbot is built on decision trees: you define the flows manually, and it follows them. It's useful for routing but can't handle open-ended questions or unpredictable phrasing. Alhena is trained on your store's actual content — your knowledge base, your product catalog, your past ticket history — and understands natural language. Customers can ask questions their own way, and Alhena finds the right answer without a rigid flow telling it what to do.
Does Alhena handle Facebook Messenger and Instagram DMs through Re:amaze?
Yes. One of Re:amaze's strengths is routing social messages alongside email and chat into one inbox. Alhena works across all of those channels — so when a customer DMs your brand on Instagram asking about their order status or return eligibility, Alhena responds automatically with the right answer. Your team doesn't need to be monitoring social DMs manually to give customers a fast response.
Which channels does Alhena cover in Re:amaze?
Alhena's storefront chat widget handles real-time support conversations on your website. Through Re:amaze, it also covers email tickets and social channels including Facebook Messenger, Instagram, and Twitter/X. Common requests across all of these — order status, returns, product questions, policy lookups — get resolved automatically. Complex cases escalate into Re:amaze with full context already attached.
How does Alhena connect to Shopify?
Alhena has a native Shopify integration that pulls live order data — fulfillment status, carrier tracking, return windows, subscription details, product inventory. When a customer asks about a specific order, Alhena looks it up in real time and responds with their actual information. It also connects to WooCommerce and BigCommerce. This live data connection is what separates Alhena from AI that can only reference your FAQ docs.
How long does it take to set up?
Most brands go from zero to live in under an hour. Alhena automatically ingests your Re:amaze knowledge base, canned responses, and ticket history at setup — no manual training required. You connect your Re:amaze account, connect your store, and Alhena learns your content and goes live. There's no flow building, no developer involvement, and no labeled training data to prepare.
What does Alhena do when it doesn't know the answer?
Alhena is designed to never guess. It only responds using content it can verify from your knowledge base and connected store data. When a question falls outside what it knows, it acknowledges that clearly and escalates to a live agent in Re:amaze — passing along the conversation, the customer's intent, and any relevant order details. Customers don't hit dead ends, and agents don't open cold tickets.
Is Alhena useful for a small support team?
It's particularly valuable for small teams. Re:amaze is popular with DTC brands that have one to five support staff managing high ticket volumes. Alhena resolves the repetitive majority of those tickets automatically, which means a team of two can handle the support volume that would otherwise require five — without sacrificing response times or accuracy.
Does Alhena stay accurate when my products or policies change?
Yes. Alhena re-ingests your knowledge base and store data on an ongoing basis. Update your return policy, add a new product line, change your shipping terms — Alhena picks those changes up automatically without any manual intervention. It's always working from current information, not a snapshot taken at setup.
Does Alhena support multiple languages?
Yes. Alhena detects the language a customer writes in and responds in the same language across all Re:amaze channels — no extra configuration needed. It supports over 90 languages, which is particularly useful for DTC brands with international customers reaching out via different channels at different hours.