Rep AI Product Updates: August to October 2026

The short version. Between August and October 2026 Rep AI added views, Gmail and an email composer to its helpdesk, Rep Inbox, made its AI on Instagram and Facebook Messenger able to show and sell products inside the DM, and gave the agents new skills: watching videos, reading photos, editing the cart and changing orders that have not shipped. This post lists what changed, by product area, with the month each release went live.

Rep Inbox, the AI helpdesk

• Rep Inbox, the AI helpdesk (new in October). Views, ticket and case numbers, an email composer and a customer details panel, in the shared inbox where the AI resolves routine questions and agents handle the rest.
• Email channels. Connect Gmail in one click (October) or add a Microsoft 365 or Outlook mailbox (August).
• Handoff into the inbox. When a conversation needs a person, it arrives in Rep Inbox with the full history and tags set by your rules.
• 360° customer view (September). Shopify orders, total spend, Shopify customer tags and links to every past Rep conversation, beside each ticket.
• Data after disconnect (October). Customer data is kept for 180 days if you disconnect, so nothing is lost if you come back.

Instagram, Facebook Messenger and WhatsApp

• Products in the DM (September). Product carousels with filter chips in Instagram and Messenger, with WhatsApp to follow. Links arrive as tappable buttons, and Rep's quick-reply chips render natively on Instagram, Facebook and WhatsApp.
• Knows the post (September). The AI knows which Instagram or Facebook post a shopper is replying to, and handles collab and UGC mentions consistently (October).
• Reads attachments (August). Photos and files shoppers send in Meta DMs are understood by the AI.
• Watches videos (October). Shoppers can send a video of up to 60 seconds (MP4 or MOV) in web chat, email, Instagram, Facebook or WhatsApp, and the AI watches it, for example to see a broken zipper and the order number on screen.
• Ready-made DM instructions (October). Six ready-made AI instructions for social DMs, such as discount requests and giveaways.
• Feels like a person is there (August). Typing indicators and read receipts on Instagram, Messenger and WhatsApp, and a follow-up message before a quiet chat closes (September).
• Overage instead of a hard stop (September). With overage on, the AI keeps answering after your bundled resolutions are used up, at $1.20 per resolution, up to a $1,000 reserve per billing cycle, where it pauses. New subscribers have it on by default; existing merchants can switch it on.

Website sales agent

• Shop with a photo (August). Shoppers can upload an image and the AI understands what is in it. Merchants can switch photo uploads off (October).
• Cart editing (August). Shoppers can remove items and change quantities from the chat.
• Product pages (September). The product-page widget places itself through a Shopify theme block, and answers use variant-level metafields, so details that differ per size or colour are right.
• Collection pages (October). The AI answers questions about a collection, not only single products.
• Your own proactive scenarios (September). Build custom proactive sales skills for the shopper behaviours that matter to your store.
• Selling internationally (August and September). Shopify Markets support, so shoppers see their market's prices and catalog, a market selector in Test & Train to preview it, and status messages in the shopper's language.
• Brand fit (August and September). Custom fonts and square-corner styling for the chat widget.

AI support agent

• Order changes before shipping (October). Shoppers can swap size or colour on orders that have not shipped. Same-price swaps by default; pricier options, discounted orders and subscriptions go to your team.
• Subscriptions with Recharge (October). Shoppers can skip a delivery, change how often it ships or where it goes, and cancel or reactivate a subscription in chat. It cannot pause, or change the product, quantity or charge date.
• Learns from your agents (October). Every day Rep AI proposes new knowledge from your human agents' helpdesk answers, for you to approve.
• Handoff your way. Hand off to your own chat tool, such as Salesforce Service Cloud (August), or to Gorgias, where handoffs now open in the live-chat queue (September). Ticket tags can be set by rules (October).
• Guardrails (October). Tool permissions for each custom support policy, and a preview for any custom support skill before shoppers see it.
• CSAT survey (August). Shoppers rate the conversation when it ends, and you track satisfaction in Rep Inbox analytics.
• Every attachment in the Console (October). Photos, videos, voice notes and files shoppers send on any channel show in the conversation.
• AI email answering (August and September). Better retrieval, and answers that use the customer's previous helpdesk tickets.
• Knowledge tools. Folders for AI knowledge and a warning on duplicate FAQs (August), a larger editor for AI instructions (September), and bulk FAQ upload from a spreadsheet (October).

New integrations

• LoyaltyLion: shoppers can ask for their points balance, VIP tier and what their points are worth (read-only). More Yotpo Loyalty data in conversations.
• ShipStation for shipping and tracking answers.
• Recharge for subscriptions, and Attentive for email.
• Claude, through the Rep AI MCP server (October): ask Claude about your store's conversations and results, and approve its suggested changes to AI instructions and FAQs before they apply.
• Integration health (October). Rep AI now tells you when a connected app stops working.

Analytics

• Escalation root causes per topic, and the conversation counts behind your web chat support rates (September).
• Average time to buy, per-channel analytics, product-page chip stats and the top pages with conversations (August and September).
• Peer benchmarks on the home screen, and faster Deep Research answers (October).
• An Analytics API for pulling Sales and Support numbers into your own tools (October).

Getting started

New stores can sign up with Google, and onboarding now works out what you sell on its own. Omnichannel merchants get a setup checklist that shows which channels the AI answers on. Every plan includes a 14-day free trial with no credit card required. See all channels and add-ons on the pricing page and the full list of integrations.