Can REP AI watch videos shoppers send? Yes, up to 60 seconds
Yes: REP AI watches videos shoppers send, up to 60 seconds in MP4 or MOV, including what's shown, what's said and what's written on screen. Shoppers attach the clip with the same paperclip they use for photos in web chat, email, Instagram, Facebook or WhatsApp, and your team can watch it in Conversations.
Chapters
Transcript
Shopper sends a video
Some problems are easier to film than to describe, so shoppers can send a clip from the same paperclip they use for photos.
The AI watches the clip
The AI watches the whole clip, what's shown, what's said, and what's written on screen. Here, that's the order number, so it goes straight to the right order.
Your policy takes over
From there, it's the damaged order help your store already runs. Refund, store credit, or a resend: your settings decide, not the AI.
Plays in Conversations
Your team watches the same clip in Conversations, stored privately, and kept for 90 days.
Common questions
Can REP AI watch a video a shopper sends?
Yes. It watches the whole clip, up to 60 seconds in MP4 or MOV, including what's shown, what's said and what's written on screen, such as an order number.
Which channels support shopper videos in REP AI?
Web chat, email, Instagram, Facebook and WhatsApp, according to REP AI's October 2026 product update.
How long does REP AI keep shopper videos?
Your team can watch the clip in Conversations; the video says it's stored privately and kept for 90 days.
See it working on your own store.
