How REP AI's Rep Inbox handles Instagram, Messenger and WhatsApp
REP AI's Rep Inbox opens every Instagram, Messenger and WhatsApp conversation as a ticket in the same queue as email, so one team can work them all. You can filter any view by channel, take over just by replying, send photos, video, voice notes and files, and keep a WhatsApp chat going with approved templates after the 24-hour window.
Chapters
Transcript
DMs in the same inbox
Shoppers message, wherever they happen to be scrolling. Now each of those conversations opens as a ticket in the queue your team already works.
Filter any view by channel
The channel travels with every ticket so one team can split the work by app or keep it all in a single view.
Live and waiting longest
Live holds the conversations happening right now. REP AI keeps answering and the waiting clock shows exactly who has been left the longest.
Reply to take over
There's no claim button to find. The first reply from your team is the takeover and REP AI steps back so nobody talks over anyone.
Photos, video and files
Replies carry photos, video, voice notes, and documents delivered straight into the shopper's chat. WhatsApp only allows free replies for a day after the shopper's last message.
WhatsApp after 24 hours
After that, your approved templates keep the conversation going with every blank filled in before anything is sent.
Routing by channel
Routing reads the channel as well so every WhatsApp ticket can land with the people who own it.
Common questions
Can REP AI's Rep Inbox handle Instagram, Messenger and WhatsApp?
Yes. Each conversation opens as a ticket in the same Rep Inbox queue as email, and you can filter any view by channel.
How does an agent take over a DM from the AI?
Just reply. There is no claim button: your team's first reply is the takeover and REP AI steps back, so nobody talks over anyone.
What happens after WhatsApp's 24-hour window?
WhatsApp only allows free replies for a day after the shopper's last message. After that, Rep Inbox lets you send an approved template, with every blank filled in before it goes.
See it working on your own store.
