How REP AI splits web chats into pre- and post-purchase
REP AI sorts every web chat into pre-purchase (still deciding) or post-purchase (already ordered), so you can see at a glance what kind of help your chat gives most. The split is in AI Insights > Shopper Intelligence, covers web chat only with history from about 30 days back, follows your date range, and each count opens the matching chats in Conversations.
Chapters
Transcript
Shopping help or order support
Every web chat now gets sorted by where the shopper is, still deciding, or already ordered. The bigger group gets the highlight, so you can tell at a glance what kind of help your chat gives most.
Open the chats behind each bar
Each count is a link. It opens conversations with only the chats from that group, so the number always has real chats behind it.
How REP decides
REP reads only what the shopper wrote. Talk of an order, a delivery or a return makes it post-purchase. Everything else counts as pre-purchase, including chats that never give a clear signal.
Where it shows
The same split is a filter in Conversations too, so either group is one pick away whenever you need it.
Common questions
How does REP AI decide if a chat is pre-purchase or post-purchase?
It reads only what the shopper wrote. Talk of an order, a delivery or a return makes it post-purchase, and everything else, including chats with no clear signal, counts as pre-purchase.
Can I filter conversations by purchase stage in REP AI?
Yes. The same split is a filter in Conversations under More filters > Purchase stage, and each count on the card opens the matching chats.
Does the purchase-stage split include Instagram or WhatsApp chats?
No. It covers web chat only, and its history starts about 30 days back.
See it working on your own store.
