The short version. In November 2026 REP AI added Loox reviews and Help Scout email answering, started showing shopper emoji reactions in your conversations, and made Billing and Deep Research easier to read. This post is updated as new releases go live, with the date each one shipped.
Integrations
- Loox reviews (5 November). Connect Loox in Settings > Integrations > Reviews with your Loox Store ID and API key. REP AI then quotes your Loox star ratings and top reviews in chat and shows Loox stars on product cards, so shoppers who ask whether a product is any good get real social proof. It works with the Loox Convert plan or higher, with one reviews app per store. If you disconnect a reviews app (Loox, Yotpo, Judge.me or Okendo), the AI stops quoting its reviews.
- AI email answering for Help Scout (3 November). Help Scout merchants can now turn on AI email answering, and REP AI replies to customer emails in the Help Scout mailbox the same way it does in Zendesk, Gorgias, Freshdesk, Kustomer, Salesforce Service Cloud and Rep Inbox: your macros and formatting are kept, and the AI never replies to its own messages.
- Klaviyo AI Conversation event for every profile (November). Shoppers with a Klaviyo profile who are on no list, such as back-in-stock sign-ups from the chat, now get the AI Conversation event and their conversation topics 1 to 2 hours after the chat, so your Klaviyo flows can trigger on it.
- Yotpo Loyalty improvements (November). Zero point balances are read correctly, the point value always saves, and connecting finishes even when the Yotpo app is already installed.
Conversations and Rep Inbox
- Shopper emoji reactions (3 November). When a shopper reacts to a message on Instagram, Messenger or WhatsApp, the emoji shows as a small badge on that exact message in Console Conversations and in the Rep Inbox ticket. Reactions are a record for your team only: the AI doesn't act on them, and they don't open tickets or count as billed activity. REP AI can also react with an emoji itself.
Chat widget
- Animated launcher icons (3 November). Upload an animated GIF or WebP as your store logo in Console > Settings > General > Logo, and it plays on the chat launcher, in the chat header and on the AI's message avatar.
Analytics and billing
- AI-handled conversations on Billing (November). The Billing page in your Console now shows how many conversations the AI handled in the current billing cycle, next to what you pay.
- Deep Research on very large questions (November). If a question covers too many conversations to finish in time, Deep Research tells you how many it covered and how to narrow the filter or date range, instead of an error, and no credits are charged.
Getting started
Every plan includes a 14-day free trial. See all channels and add-ons on the pricing page, the full list of integrations, and short demos of each feature in the product video library. The August to October releases are in the previous update.
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