AI Customer support that gets smarter with every conversation
REP AI's support agent resolves order status, cancellations, address changes, order edits, returns, damaged-order claims and Recharge subscriptions on web chat, email, Instagram, Messenger and WhatsApp. Anything else goes to your team in Rep Inbox, Gorgias, Zendesk or your helpdesk, with the full conversation.
Support isn’t just support anymore
Sub: Today’s teams do far more than answer questions. Their responsibilities have quickly stacked.
- Cross-team insights
- Retention protection
- Product feedback
- Buying journey insights
- Reactive
- Manual or unreliable
- Siloed
- Hard to scale
REP AI is your support partner that learns from every conversation
Instead of treating each interaction as an isolated ticket, REP captures patterns across channels and turns them into insights your team can act on.
It connects your catalog, help center, and every customer conversation into one unified AI brain, giving you full visibility and control.
Support doesn’t just move faster. It finally gets smarter.
How REP AI works
The available chat type and search type that each shopper prefers — available in one place, all connected by the same AI brain.
Sync Shopify, your help center, and existing support content in minutes.
REP builds a foundation instantly.
Chat, email, WhatsApp, and social conversations run through one AI brain.
Repetitive questions are resolved instantly.
REP detects trends, recurring issues, and knowledge gaps as they emerge.
No manual tagging required.
Review insights. Approve updates. Adjust instructions.
Your team guides how the system evolves.
What this means for your support team
Automatically ingest years of help center content and convert it into instant, AI-powered responses.
Answer common support requests immediately across web chat, email and social DMs. When a person is needed, REP hands off with full context to Rep Inbox, your Gorgias live-chat queue, Salesforce Service Cloud or your own chat tool, tagged by your rules, and a CSAT survey closes the conversation.
Identify recurring complaints, product issues, or policy confusion before they escalate.
Define how AI behaves globally, by channel, and by scenario, so responses always reflect your brand.
Recurring issues, product knowledge gaps, and emerging trends surface automatically instead of getting buried in tickets.
Everything your support team needs
Run through one intelligent system designed to resolve, learn, and evolve as you scale.
Web chat, email, Instagram, Facebook and WhatsApp all share one knowledge base and are managed from a single dashboard. Shoppers can send photos, and videos of up to 60 seconds, on any of them, and the AI understands what they show, such as a damaged item with the order number on screen.
Most tools answer questions. REP learns from them. Import your catalog, help center articles and knowledge from URLs, upload FAQs in bulk from a spreadsheet, and approve the new answers REP proposes every day from your human agents' helpdesk replies.
Free your team from repetitive operational work. REP handles order status, returns, and same-price size or colour swaps on orders that have not shipped yet. With Recharge it skips deliveries, changes frequency or address, and cancels or reactivates subscriptions. Edge cases go to your team.
You never have to wait for a ticket to help shoppers. REP turns your support from reactive to proactive.
Automate complex workflows without losing oversight. Execute refunds, verify damages and manage escalations with tool permissions you set for each support policy, and preview any custom skill before shoppers ever see it.
REP AI’s Helpdesk resolves routine issues first, while your team steps in for edge cases. Here’s how it’s built differently from legacy helpdesks:
Explore the full support engine
Support AI should never feel unpredictable.
REP is built with guardrails. Controlled by your team.
Multi-layer AI instructions (global, channel-specific, scenario-specific)
Sensitive-topic blocking (medical, political, regulatory)
Brand tone control
Full conversation visibility
AI answer explanations and override capability
SOC 2 Type II certified
Works with the tools you already use
All data is consolidated within REP AI and seamlessly synced with Klaviyo. REP AI is also a plug-and-play integration with Gorgias.
What happens when tickets stop being the bottleneck
97%
82%
2,753
More solutions to turn every step of the customer journey into growth
Turn live shopper interactions into structured, actionable intelligence
Turn every support request into resolution or the right next action
Turn every web chat, search, and shopper conversation into a guided buying experience
Got questions?
Connect Shopify to REP AI and turn on its support skills. The AI confirms the order with two details, then answers order status with live tracking, cancels or edits unfulfilled orders, updates addresses, starts returns and exchanges, handles damaged-item claims from a photo, and manages Recharge subscriptions. Each action has its own switch, and anything outside your rules goes to your team with the full conversation.
Most brands connect Shopify and their help center and go live within minutes. Optimization happens over time as conversations accumulate.
REP flags it through the Missing Information feature, allowing your team to add an approved answer instantly.
REP includes guardrails that block sensitive topics and prevent unauthorized advice. Multi-layer instruction controls allow brands to tailor behavior safely.
REP AI transfers the full conversation to your helpdesk instantly. The customer stays in chat, and your agent sees complete context.
REP AI trains on your content and tone guidelines. You can review and adjust responses before launch to ensure it reflects your brand voice.
Yes. REP AI connects to Shopify and retrieves live order status, cancellations, and address updates during the conversation
Unlike Zipchat AI, REP AI combines proactive sales engagement and shopper intelligence for customer support. It prevents drop-off and drives conversion, not just inbound support replies
It ingests your catalog, help center, FAQs, URLs, and uploaded files. You can also add or refine knowledge as new questions emerge.
Yes. Refund workflows and automation settings are configurable.
Chatbots are scripted and designed to be reactive. REP AI support agent responds to real browsing behavior and buying signals, focusing on conversions and revenue, not just ticket replies.
No. REP AI enhances your current UX. It appears only when helpful and matches your brand’s tone and CX guidelines.
REP AI automates routine cases and connects to tools like Loop, Gorgias, and Recharge. For complex issues, it escalates with full context.
Yes. REP AI answers product questions, compares options, recommends items, and guides shoppers to checkout inside the conversation.
For up to 3,000 monthly website sessions, the Support plan starts at $19 a month ($15 billed annually), and Concierge (sales and support together) at $46 ($37 billed annually). AI on email, Instagram, Facebook and WhatsApp is an add-on at $0.75 per AI-resolved conversation. Every plan has a 14-day free trial with no credit card required.
Yes. In the Damaged order support skill, choose Send a replacement and set a value limit (100 in your store's currency by default). After the shopper confirms, REP AI creates a separate $0 Shopify order for the damaged items, sent to the original address and linked to the original order.
Claims over the limit, items out of stock and orders already replaced go to your team. Check that your fulfillment app accepts $0 orders before you turn it on.
See it in action
Short demos of these features in REP AI, each with chapters and a full transcript.
