ReplyPlex – AI Powered Help Desk, Customer Portal & MCP Server for WordPress Stores

ReplyPlex is an AI powered help desk for WordPress stores, with a customer portal that lives on your own site. This plugin connects your WordPress site to the hosted ReplyPlex service: your customers open and follow tickets from your pages, your agents see live WooCommerce, Easy Digital Downloads or FluentCart orders and licences beside every conversation, and the AI answers from your documentation, your Markdown files and your team's own past replies, with every claim traceable to its source. A ReplyPlex account is required. Tickets, replies, the AI and the agent tools live in ReplyPlex, not in your WordPress database. This plugin is the store-side half of the pair. It does not include live chat. AI drafts that cite their sources Open a ticket and a reply is already waiting in the composer, written from the thread, the customer's purchase records and your knowledge base. Every draft shows:

• Where the answer came from. Each claim taken from your docs, an approved answer or a past reply is linked, so the agent can open the source before sending.
• What the AI could not establish. Unknowns are listed above the Send button instead of being papered over. The model is told it cannot see system state it was not given, so it asks or defers rather than inventing a refund, a licence status or a promise.
• An Undo. One click restores exactly what was there before any AI action.

The AI never sends a draft an agent asked for. Drafts go out through the same send path, signature and undo window as any other reply. Rewrite transforms (shorter, warmer, more technical, fix grammar, translate) act on what the agent already wrote, and a Summarize control produces a short catch-up of a long thread that says how many messages have arrived since it was written. AI on Autopilot, with gates Each mailbox has its own AI mode, and all three start off:

• Off — nothing is generated when mail arrives.
• Prepare a reply — a reply is written in the background and waits in the composer. A human still sends it.
• Reply automatically — Autopilot sends the reply itself, but only when it is confident, has nothing it could not establish, and can cite where the answer came from. Anything else is prepared for a person instead.

Autopilot never answers the same customer twice: a reply to an automatic answer hands the ticket to a human for good. Autonomous replies carry an AI badge, get a timeline entry, keep the undo window, sign with the name and role you choose, and are listed together under Handled by AI. Before you turn it on anywhere, the "If Autopilot had been on" panel shows how many prepared replies would have gone out unread and exactly what stopped the rest. A knowledge base the AI actually reads Point ReplyPlex at what you already have:

• Documentation sites. Add a docs URL and the pages beneath it are indexed.
• Markdown files. Upload .md, .markdown, .txt or .csv files straight from your repository or your policy folder. A refund policy written as a .md file becomes something the AI can quote.
• GitHub repositories. Connect a repo and index its docs folder, scoped to a path filter such as docs/**/*.md. Every re-index records the commit it answered from.
• Resolved tickets. Learn from what your team already answered well.
• Approved answers. Write the exact wording for the questions customers keep asking. When one closely matches, the draft uses your words instead of paraphrasing.

Knowledge can be shared across every mailbox or scoped to one, so one product's docs never answer another product's ticket. A Knowledge panel beside each conversation searches the same index and pre-searches the customer's question. Try it shows the exact passages a draft would be built from, with their retrieval scores, without calling a model. AI with instructions House rules the AI follows in everything it writes: tone, what to offer, what never to promise, when to hand off to a person. Rules are ordered, can be enabled per mailbox, and can apply to customer-facing replies, agent-facing notes, or both. A business description and an AI name and role give every reply its background and its signature. AI filters and AI automations With classification switched on for a mailbox, every inbound message is sorted as an enquiry, suspicious, outreach, marketing or a notification, and a Real enquiries view shows only the mail that needs a person. The verdict is also an automation condition — what the AI thinks it is — so marketing can file itself into a folder, outreach can wait in pending, and suspicious mail can be marked as spam, alongside the usual rules on subject, sender, tags, assignment, priority, snooze, notes, folders and forwarding. Classification is per mailbox and off by default. A triage sweep can also read the open tickets that have gone quiet and sort them into safe to close, review, and do not close, with a reason on each; it is advisory only, and nothing is ever closed for you. Measured, capped, and billed to you Each workspace brings its own OpenRouter key, encrypted at rest. Until a key is added, nothing is ever sent to a model provider. The model is chosen from a live catalogue with the provider's published prices, with a separate cheaper model for background work and a fallback for outages. A monthly ceiling and a per-conversation ceiling are checked before every request. An Evaluation dashboard reports, per model, how many drafts were sent, how much of each was rewritten, how often knowledge was found and cited, and the cost per sent draft. An MCP server for Claude, ChatGPT and your IDE ReplyPlex is also an MCP server. Add one URL as a connector in Claude, ChatGPT, Claude Code or Cursor, sign in to ReplyPlex, and the assistant can list inboxes, search tickets and customers, search your knowledge base and read workspace reports. With write scope it can also add notes, apply tags, assign, set status, priority and custom fields, and every action is attributed in the ticket timeline as done via that app. Sign-in uses OAuth 2.1 with consent; connections appear in Settings → Developer and can be revoked at any moment. Connected apps cannot send email unless an admin turns that on separately. Purchase context beside the ticket The plugin adds a small, authenticated REST endpoint to your site. When an agent opens a ticket, ReplyPlex calls it with the customer's email address and shows what comes back beside the conversation: recent orders, subscriptions, licences and their activations, with a link to the customer's record in your store admin. Every answer is read live at the moment it is asked for. Nothing is copied, mirrored or synced. The same records feed the AI draft, with licence keys and other credentials masked before anything leaves. With Easy Digital Downloads Software Licensing, an agent with permission can deactivate a single site from a licence without leaving the ticket. Each use is recorded as a note. Supported stores, detected automatically and reported on the settings page:

• WooCommerce — orders, and subscriptions through WooCommerce Subscriptions
• Easy Digital Downloads — purchases, licences through EDD Software Licensing, and subscriptions through EDD Recurring
• FluentCart — orders, and licences through FluentCart Pro

Customer support portal on your site

• Add the ReplyPlex Portal block or [replyplex_portal] for "my tickets".
• Add the ReplyPlex Ticket Form block or [replyplex_ticket_form] for a new-ticket form.
• Signed-in WordPress users are signed in to the portal automatically after a one-time email verification. Guests use an email code.
• The form can offer a product or licence selector drawn from the customer's own purchases, so the agent and the AI know which product the ticket is about before reading it.

The portal is off until you enable it in both ReplyPlex and this plugin. Move your ticket history when you switch If you already run a helpdesk on this site, the plugin can hand its history to ReplyPlex: tickets, replies, notes, customers, agents, tags, custom fields and attachments, with the original dates and authors. Currently supported: Fluent Support. The export is read-only, uses its own key, is only registered when a supported helpdesk is found, and closes itself after 30 days. Your existing helpdesk keeps running throughout. How the connector works

• Commerce context: inbound only. ReplyPlex calls your site with the API key you generated, one customer at a time, when an agent opens a ticket. No schedule, no background job.
• Portal: your page embeds the portal from your ReplyPlex portal address. For a signed-in WordPress user, your server makes one short-lived, signed request to that address to sign them in.
• AI: runs in the ReplyPlex service, on the model and key your workspace chose. This plugin makes no AI requests of its own.

1. Install and activate the plugin.
2. Go to Settings → ReplyPlex and generate an API key. The page lists which stores were detected, so you can confirm the right one was found.
3. In ReplyPlex, open Manage → Integrations, add a WordPress connection, and paste your Site URL and API key. Commerce context appears beside tickets from that moment.

Turning on the AI:

1. In ReplyPlex, open AI → Activation, add your OpenRouter key and choose a model.
2. Under AI → Knowledge, add a documentation URL, upload your .md files, or connect a GitHub repository. Add house rules under Instructions and exact wording under Answers.
3. Set each mailbox to Prepare a reply first. Read the "If Autopilot had been on" panel under Evaluation before switching any mailbox to Reply automatically.

Customer portal (optional):

1. In ReplyPlex, activate the portal for your workspace and approve this site's exact HTTPS address and connection.
2. Copy the portal URL, site ID and integration ID into Settings → ReplyPlex → Portal and enable it.
3. Add the ReplyPlex Portal block (or [replyplex_portal]) to a "My tickets" page, and the ReplyPlex Ticket Form block (or [replyplex_ticket_form]) to a contact page.

Connecting an AI app over MCP: in ReplyPlex, open Settings → Developer → Connect an AI app, copy the MCP URL, add it as a connector in Claude, ChatGPT, Claude Code or Cursor, and sign in when prompted. Moving an existing helpdesk's history (optional): the settings page shows a Migrate history to ReplyPlex section only when a supported helpdesk is found. Open the export window there, paste the migration key into ReplyPlex, run the import, and close the window when it finishes.

1.1.0

• Updated the WordPress.org listing with AI, Autopilot, knowledge and MCP documentation, plus new fictional screenshots, banners and icons.
• Established verified releases from GitHub to WordPress.org. Existing commerce, migration and optional customer portal connections keep their settings and keys.

1.0.0

• First public release: EDD, WooCommerce and FluentCart commerce context for ReplyPlex, served over an API-key-authenticated REST endpoint.
• Optional customer portal and ticket-form blocks/shortcodes, with mailbox-verified WordPress sign-in.
• Separate authenticated product/licence references for the customer portal's optional ticket selector.
• The commerce card carries a link to the customer's profile in the store's own admin, and each EDD licence carries its pre-filled renewal checkout link (EDD).
• A ReplyPlex agent with permission can deactivate a single site from an EDD licence without leaving the ticket. The endpoint exists only when EDD Software Licensing can do it, is idempotent, and every use is recorded as a note on the ReplyPlex conversation.
• Move an existing helpdesk's history to ReplyPlex — tickets, replies, notes, customers, agents, tags, custom fields and attachments, with their original dates and authors. Supports Fluent Support. Read-only, off by default, uses its own key, and closes itself after 30 days.
• Upgrading from a hand-installed build: your API key still works and no reconnection is needed. This release adds multisite-aware cleanup on uninstall, a fully translatable admin screen, and restricts emitted links to http/https.