AI that understands your products. Channels your team already uses. Integrations with the tools that run your store. No seat fees. No enterprise gates.
GPT-4o reads every incoming message, searches your knowledge base, and writes a contextual reply — before a human even opens the ticket.
Confidence scoring (0–100) decides whether to auto-send or flag for human review. You set the threshold.
Every AI reply comes with a score. Below your threshold, it becomes a draft. Above it, it sends automatically. You're always in control.
Set confidence threshold per workspace. Low-confidence replies auto-route to draft mode so agents review before sending.
Upload your FAQs, policies, and docs. The AI retrieves the most relevant chunks using vector similarity search before replying.
Powered by pgvector + text-embedding-3-small. Threshold tuned to 0.3 for maximum recall on real support content.
Every message is classified as an order lookup or general enquiry. Sentiment is tagged positive / neutral / negative / frustrated.
Frustrated customers are flagged instantly — Slack notification, inbox badge, and priority sorting.
For email channels, AI never auto-replies — agents click "AI Suggest" when they want a draft. No wasted tokens on automated receipts.
Deliberate design decision: promo and transactional emails are filtered. AI helps where it adds value.
Save common replies as macros. Type "/" in the composer to instantly insert them — works for both chat and email.
Macros appear in a dropdown triggered by "/" — full-text search, keyboard-navigable.
Embed a branded chat widget on any website with a single `<script>` tag. Connects to your AI in real time via Socket.io.
Widget respects your brand colours and AI name. Full isolation via iframe — no JS conflicts with customer sites.
Connect your Gmail with an App Password. All inbound emails appear in your Kriseena inbox. Reply from inside — threading preserved.
IMAP polling every 60s. SMTP sending. Full In-Reply-To / References header threading. No Google Cloud setup needed.
Connect additional Gmail accounts as inbound or outbound. Route each inbox to a different team or agent.
Inbound accounts polled independently. Routing rules match on email_account_id. "From:" selector in composer.
AI fetches live order status, tracking, and fulfilment from Shopify mid-conversation — no copy-pasting order numbers.
OAuth 2.0 flow via Shopify Partner app. Reads orders, customers, products, fulfilments. PII stripped before OpenAI.
Same live order lookup for WooCommerce stores. Connects via REST API keys — no plugin, no OAuth app needed.
Basic Auth with query-param fallback for hosts that strip Authorization headers. Connection verified at save time.
Point the AI at any Google Sheet — product catalogue, shipping zones, coupon codes. It queries it like a database.
Any tabular data source. AI maps column names to query intent automatically.
Fire webhooks on new conversations, closures, low CSAT, and frustrated customers. Connect to 7,000+ apps via Zapier.
REST Hook architecture — Zapier subscribes/unsubscribes dynamically. 4 trigger events supported.
Get a Slack message the moment a new chat arrives, AI drafts a low-confidence reply, or a customer is frustrated.
7 trigger events: new chat, new email, AI draft ready, escalation, frustrated customer, follow-up due, Jira ticket created.
Escalate any conversation to Jira with one click. AI drafts the ticket description from the conversation history.
Creates Jira issues via API v3 with ADF description. Ticket key and URL stored on conversation. One ticket per conv.
Snooze any conversation — 1h, 4h, tomorrow 9am, next week. It reappears automatically at the right time.
Snoozed conversations wake every 60s. Slack + browser notification on due. Amber badge in inbox.
Create teams, assign conversations, and build routing rules that match email account, subject, or sender domain.
Routing rules evaluated on ingest. Conversations assigned to team or specific agent. SLA tracking per team.
Set first-response SLA targets in minutes or hours. Breached conversations surface automatically for triage.
Free-form SLA input — any value, any unit. Stored as total minutes. Displayed as hours when > 60 min.
When a conversation closes, customers rate their experience 1–5 stars. Scores flow into your analytics dashboard.
Widget shows CSAT screen post-close. Scores stored per conversation, averaged per workspace.
Conversation volume, AI usage, CSAT scores, response times — all in one view. Filter by 7, 30, or 90 days.
Trend arrows show period-over-period change. Daily volume chart adapts to period length. Real-time refresh.
Export all conversations and contacts as JSON at any time. Article 20 portability, admin-only, audit-logged.
Two endpoints: /export/conversations and /export/contacts. Both require admin role. Logged as data.exported.
Migrate from Zendesk, Intercom, or any tool. Upload a CSV, map columns, preview, then import up to 5,000 rows.
Supported columns: email, name, subject, message, status, created_at. Upserts contacts, creates conversations.
Every status change, assignment, note, draft, and escalation is timestamped and logged. Export as CSV.
15+ event types: status_changed, assigned, team_assigned, handoff, merged, draft.discarded, jira.ticket_created, and more.
Key differentiators vs. the incumbents. Based on publicly listed features, June 2026.
| Feature | Kriseena |
|---|---|
| AI auto-reply with confidence scoring | ✓ |
| Live Shopify order lookup in chat | ✓ |
| Gmail via App Password (no OAuth setup) | ✓ |
| Vector knowledge base (RAG) | ✓ |
| Free plan (no credit card) | ✓ |
| No per-seat pricing | ✓ |
| Jira escalation built in | ✓ |
| CSAT ratings | ✓ |
| Zapier integration | ✓ |
Based on publicly listed features, June 2026. Full comparison →