How REP AI works as an assignee in Rep Inbox
In Rep Inbox, REP AI is a real assignee on the tickets it is answering, with its own REP AI view, and an agent takes over just by replying. The REP AI view has Processing, Needs human and Closed tabs, it works where the AI answers email, Instagram, Facebook or WhatsApp, and on social channels assigning an agent doesn't stop the AI, replying does.
Chapters
Transcript
The REP AI view
REP AI is now a real assignee in Rep Inbox, with its own view of every conversation it's answering right now. The assignee is whoever answers the next message, and on this one, that's REP AI.
Reply to take over
An agent's reply is the takeover. There's no extra step, answering the customer is enough.
REP AI steps back
From that moment, REP AI stays quiet until the ticket is closed, so the customer hears one voice, not two.
Assigning and handoffs
Picking someone from the assignee menu confirms first. Handing over a conversation shouldn't happen by a stray click. When a customer asks for a person, REP AI hands the conversation off. It comes off the AI, waits for your team, and the clock starts from the handoff.
Common questions
How does an agent take over a conversation from REP AI in Rep Inbox?
Just reply. An agent's reply is the takeover: REP AI steps back and a divider marks the handover in the ticket.
Does assigning an agent stop REP AI on Instagram, Facebook or WhatsApp?
No. On social channels, assigning an agent doesn't stop the AI; replying does.
Where do tickets go when REP AI escalates?
To Unassigned, with a sound, unless a routing rule assigns someone. A reopened ticket goes back to REP AI.
See it working on your own store.
