Siena AI Customer Service Setup for Shopify

Siena AI is an autonomous support agent built exclusively for eCommerce. It runs on Shopify and Fulfill, connects to Zendesk, Gorgias, Kustomer, Gladly, and Dixa, and handles email, chat, WhatsApp, SMS, and social without a human touching the ticket. Shero trains the agent on the brand's voice and policies, connects the helpdesk, and configures the action workflows.

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16+

Years in business

500+

Projects Delivered

65+

Team Members

98%

Client Retention

80%

Proportion of customer interactions Siena AI targets for autonomous resolution

Siena AI claims up to 80% autonomous resolution. The actual rate depends on how well the agent is trained on the brand's policies and how consistent the incoming query types are. Shero runs a calibration period before any live volume hits the agent.

$750

Monthly platform fee plus $0.90 per automated ticket

Siena AI charges $750 per month as a platform fee plus $0.90 per automated ticket, with final pricing confirmed on a sales call. The $750 floor makes it unsuitable for small teams or brands with low support volume. Mid-to-high-volume DTC brands on Gorgias with 3,000+ monthly tickets are the real sweet spot.

98%

Client Retention

98% of Shero's clients stay on retainer after their project closes. Siena AI agents need ongoing policy updates, brand voice refinement, and new action workflow additions as the brand's product catalog and support processes evolve.

Shopify

Premier Partner

Shero holds Shopify Premier Partner status, one of fewer than 150 agencies globally. Siena AI implementations requiring brand voice training, Shopify order action configuration, and helpdesk integration need both CX platform and Shopify Plus depth.

Our journey from Magento to Shopify was riddled with complexities and challenges. With a vast catalog and intricate B2B logic, we needed expertise that could navigate through these intricacies. Shero Commerce was our beacon.

Patrick Rice, CEO, Painful Pleasures

What Siena AI does and what setup covers

Siena AI resolves support tickets autonomously across email, chat, WhatsApp, SMS, and social by connecting to Shopify order data, executing actions within approved policies, and escalating to a human only when the query falls outside its training. The setup incluces:

  • Siena AI installation and Shopify order data connection
  • Brand voice and policy training: return policy, shipping SLAs, and product FAQs
  • Helpdesk integration: Zendesk, Gorgias, Kustomer Gladly, or Dixa
  • Approved action configuration: address updates, return labels, refunds, subscription changes
  • Subscription platform connection: Recharge, Skio, Smartrr, Stay AI, or Loop Returns
  • Calibration period: agent performance reviewed on real tickets before full deployment

Why brands work with Shero on Siena AI setup

Siena’s resolution rate relies on training depth. While generic policies build basic capability, brand voice, detailed rules, and edge-case training drive real ticket deflection. Shero completes this training before launching live traffic.

01

Brand voice trained before any customer sees the agent

Siena AI learns the brand's communication style, tone, and personality during onboarding. Shero works with the brand's existing customer service templates, tone guidelines, and product knowledge base to train the agent so responses feel like they come from a real brand representative, not a generic chatbot.

02

Approved actions configured so the agent resolves tickets, not just answers them

Siena AI takes action: updating delivery addresses, generating return labels, issuing refunds, initiating exchanges, pausing subscriptions, and swapping products within approved policy boundaries. Shero configures each action workflow and the approval boundaries before go-live so the agent handles end-to-end resolution rather than answering questions and routing to a human.

03

Gorgias or Zendesk integration so the agent works within the existing support stack

Siena AI sits on top of the existing helpdesk rather than replacing it. Tickets arrive in Gorgias, Zendesk, Kustomer, Gladly, or Dixa as usual. Siena resolves what it can and passes the rest to human agents with full context already prepared. Shero configures the helpdesk integration so the handoff is clean and agents do not receive partially resolved conversations.

04

Subscription management actions connected to Recharge, Skio, or Stay AI

Subscription management tickets skip, pause, swap, and cancel are among the highest-volume query types for DTC brands. Siena connects to Recharge, Skio, Smartrr, Stay AI, Ordergroove, and Prive so subscription actions execute directly rather than routing to a human. Shero connects the relevant platform as part of the setup, which sits alongside the subscription and retention practice Shero runs for Shopify brands.

05

Calibration period before full deployment

Shero runs a calibration period where Siena handles a subset of real tickets under review before full deployment. Resolution accuracy, edge case handling, and escalation patterns are reviewed and policy training is refined based on what the agent gets wrong. Full deployment only happens after calibration confirms the agent is performing to standard.

06

Siena AI versus Gorgias and Richpanel: when a standalone agent is the right choice

Gorgias and Richpanel both include AI features built into the helpdesk. Siena is a standalone agent that sits on top of an existing helpdesk. It is the right choice when the brand wants a dedicated commerce AI agent with deeper action-taking capability and brand voice customization than a helpdesk's built-in AI provides. Shero implements Gorgias, Richpanel, and Siena and recommends based on ticket volume and action complexity. See how Shero sets up Gorgias for Shopify brands.

Our Work

View All
Body jewelry and tattoo supplies

Painful Pleasures

Painful Pleasures is a long-standing supplier of body jewelry and tattoo supplies with a catalog of 40,000+ products. The brand partnered with Shero to complete a stalled Magento to Shopify migration and deliver the complex custom features their business depends on. They reduced ongoing maintenance costs and eliminated urgent site issues that had previously caused headaches by 40%.

Painful Pleasures
Sports equipment for lacrosse and field hockey

STX

Looking to scale alongside growing global markets and competitor consolidation, the premium American manufacturer of lacrosse, field hockey, and ice hockey equipment, partnered with Shero to migrate from Adobe Commerce (Magento) to Shopify, delivering a unified D2C and B2B experience, custom ERP integration, and a refined storefront that reflects the engineering quality of their products.

STX
Towing equipment and aftermarket accessories

GEN-Y Hitch

Looking to scale beyond a WooCommerce setup that no longer aligned with their goals, the American manufacturer of heavy-duty towing hitches and accessories partnered with Shero to migrate to Shopify, delivering a unified B2B and D2C experience, NetSuite ERP integration, and use-case-driven navigation.

GEN-Y Hitch
Backup camera systems for automotive, agricultural, and commercial use

Camera Source

Camera Source, a Wisconsin-based manufacturer of backup camera systems for automotive, agricultural, and commercial use, built a loyal D2C and B2B customer base over 15+ years. Outgrowing a self-hosted Magento setup, the brand partnered with Shero to migrate to Shopify, delivering a native B2B dealer portal, a custom Vehicle Fitment Search, and a faster, more flexible storefront for retail customers and dealers alike.

Camera Source

Siena AI resolves tickets rather than just answering them. Shero trains the agent correctly before any customer sees it.

The discovery session is free. It maps your ticket volume, helpdesk setup, and policy documentation before any Siena configuration begins.

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How a Siena AI setup engagement runs

01

Siena Installation and Shopify Connection

Siena connected to Shopify. Order data and customer data flowing to the agent.

02

Brand Voice and Policy Training

Agent trained on brand voice, communication style, return policy, shipping SLAs, and product FAQs.

03

Helpdesk and Subscription Integration

Gorgias, Zendesk, or other helpdesk connected. Subscription platform connected where applicable.

04

Calibration and Review

Agent tested on real tickets. Escalation patterns and resolution accuracy reviewed. Training refined before full deployment.

05

Ongoing Optimization

Policy updates applied as brand policies change. New action workflows added. Agent performance monitored quarterly.

Frequently asked questions.

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What our clients say.

We design experiences that make a difference. See what our clients have to say about working with us.

Painful Pleasures

"Our journey from Magento to Shopify was riddled with complexities and challenges. With a vast catalog and intricate B2B logic, we needed expertise that could navigate through these intricacies. Shero Commerce was our beacon. They not only provided innovative solutions but also utilized their vast Magento knowledge to bridge gaps in Shopify’s native features. Now, our platform is seamless, our costs are reduced, and the headaches are a thing of the past. A heartfelt thank you to the Shero team!"

Patrick Rice

CEO / Painful Pleasures

Swag Golf

"We partnered with Shero for the SWAG site development. The dev was highly nuanced, specialized and complex. The Shero team went above and beyond. They were collaborative, organized and professional, consistently setting expectations clearly and usually exceeding them."

Matt Kaminsky

Co-founder & Managing Director / Swag Golf

STX

"Since partnering with Shero Commerce, our eCommerce revenue has grown by 200%. Their 24/7 support and innovative solutions have been game-changers for our business. "

James McKenna

Senior Commerce & CX Manager / STX

Invisible Bead Extensions®

Working with Shero Commerce on our migration from WordPress to Shopify was honestly such a pleasant experience. We’d been on WordPress for five years with tons of content and very specific styling, and moving all of it into one cohesive Shopify site was no small feat — this was a genuinely complex, highly technical migration. But they pulled it off on deadline with zero errors and zero issues. Their team showed up with everything we needed: a project manager, multiple developers, marketing leads, email specialists, and CRO experts, all coordinated through dedicated meetings and a real task management system. They also designed several high impact conversion pages so our digital presence didn’t just function better — it looked beautiful too. Since migrating, we’ve seen an increase in revenue thanks to having one simplified, cohesive platform. I’m so grateful for how seamlessly they executed this, and I’d recommend Shero Commerce to anyone facing a migration like ours.​​​​​​​​​​​​​​​​“

Jasmine Hadjis

CEO, IBE / Invisible Bead Extensions®

And you?

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