Getting started

Repile reads your support tickets, checks your plugin's code, tests bugs on a sandbox site and leaves a private note and a draft reply for your team. This page takes you through the first setup and shows how a ticket moves through Repile.

Before you start

You need:

• A Claude Pro or Max plan, or a ChatGPT Plus or Pro plan (Repile uses ChatGPT through Codex).
• At least one place where customers ask for help: FreeScout, Help Scout or the WordPress.org support forums.
• Optional: a GitHub account with your plugin's repositories, and a SandyWP account for the test lab.

Setup shows only to workspace admins. It takes about 5 minutes, and you can change every answer later.

Step 1: Connect your AI

The first screen is Connect your AI. Pick Claude or ChatGPT.

1. Click Connect next to the provider you use.
2. For Claude, sign in on the Claude page that opens. Copy the code it shows you, paste it into Paste the code and click Connect.
3. For ChatGPT, copy the code that Repile shows. ChatGPT opens in a new tab. Sign in and paste the code there. The screen moves on by itself.

When the provider shows Connected, click Continue.

Step 2: Pick a model

On Pick a model, choose the model Repile uses for your tickets. Repile marks one model as Recommended: an Opus model for Claude, or a Sol model for Codex. You also pick an Effort level. Medium is the starting choice.

Click Continue. Repile creates your first project and uses this model as the project's default model.

Step 3: Fill in the setup form

The setup form lists its steps on the left. Click a step to go back to it.

1. Your company: enter your Company name and Website. Repile reads your website so it knows your products before the first ticket arrives.
2. Products and code: Repile suggests products from your website. This usually takes one to three minutes. Untick anything you don't support and add missing products. Match each product to its GitHub repository (free version and Pro version, if any), then connect GitHub. Private repositories work too.
3. Test lab: connect SandyWP. Repile reproduces bugs on a throwaway WordPress site before it replies.
4. Where to watch: connect FreeScout, Help Scout or WordPress.org. You must connect at least one.
5. Writing style: pick one of three styles. Each shows a sample reply to the same ticket. Click Use this style. Repile writes the style into your Everyone instructions, where you can edit it.
6. Anything else?: write rules for every ticket, such as who gets priority or what never to promise. This step is optional.

Click Finish setup. Repile shows a short welcome and opens your project.

You can click Skip for now on the GitHub and SandyWP steps. Only the model and one ticket source are required.

How a ticket flows

After setup, Repile watches the inboxes you connected. For each new ticket:

1. Repile starts a thread in the project that the inbox routes to. Each inbox has filters that skip mail that is not a support request, such as auto-replies and tickets your team started.
2. The agent reads the ticket and your instructions for that project.
3. When the ticket reports a bug, the agent reads your plugin's code from GitHub. It can test the bug on a SandyWP sandbox. To clone a customer's site, the agent first asks for approval with an approval card that shows the site address.
4. The agent posts a private note for your team and writes a draft reply in the helpdesk. WordPress.org has no private notes.
5. A person on your team reads the draft, edits it if needed and sends it.

Repile does not send replies to customers on its own. In the thread, notes and drafts show as cards. With FreeScout and the Repile module, or with Help Scout, a draft card has Edit and Press send, so a teammate can send the draft from Repile.

When the customer replies, Repile continues in the same thread.

From the CLI

You can run setup from the repile CLI:

repile setup status
repile setup reopen
repile setup complete