The Expert Zone is the advanced configuration hub in the Rep Console.
- When would I need the Expert Zone features?
- How does Expert Zone pricing work?
- Understand the main Expert Zone features
When would I need the Expert Zone features?
While all Rep plans provide tools to guide AI behavior and optimize conversations, the Expert Zone offers merchants granular control. The Expert Zone provides advanced functionality, including:
- Building complex, custom policies for Support Skills.
- Creating scripted flows - both proactive and responsive. That's useful if you require very specific language with no AI-generated variation at all in certain scenarios.
- Ability to set hard-coded chips (the buttons that appear under AI messages in the chat widget)
This makes it ideal for merchants who need higher precision in how their AI assistant communicates and behaves.
How does Expert Zone pricing work?
The Expert Zone is available for paid subscriptions - it's included in the Standard Plus Concierge Plan and above, and is also available as an add-on for lower-tier plans.
Please refer to the following link for detailed pricing information and plan options: https://www.hellorep.ai/pricing
Understand the main Expert Zone features
Support Skills Custom Policies
What it does: Lets you define brand-specific rules that guide how the AI responds when helping customers with their orders.
- Example use case #1: you want to allow return requests for any orders placed over the weekend while keeping strict return limits during weekdays.
System Messages
What it does: Allows you to customize all standardized messages your chatbot uses, ensuring consistent brand voice throughout every interaction.
Key capabilities:
- Override default responses like "Sorry, I didn't catch that"
- Customize greeting messages and handoff confirmations
- Tailor contact support prompts (e.g., "Please tell me your name and order number")
- Edit fallback error messages and acknowledgment phrases
For more information, please refer to the following Rep help center article: Understand and edit system messages
Proactive Sales Skills
Sales Skills leverage Rep's behavioral AI to identify disengaged customers and proactively approach them with shopping assistance before they leave, boosting conversion rates.
All Rep sales plans include a standard set of AI-managed sales skills. When they are are set to "AI-Managed", the sales skills are visible and configurable under the left-hand menu > AI Training > Sales Skills.
Under the left-hand menu > Expert Zone > Proactive Sales Skills, you will find the same list of standard sales skills, with additional options. With the Expert Zone, you can further customize the Sales Skills in the following ways:
- You can choose whether the sales skills should be completely AI-managed or follow a scripted flow. You can build and edit scripted flows using the Expert Zone's Flow Builder.
- You can add additional sales skills using the Create New button to be triggered in specific scenarios or on particular pages of your website.
Leveraging these customization options is useful for merchants who want to take a very hands-on approach to Rep's proactive sales behaviors and have a clear and highly specific vision of what shopper journeys should look like for their store.
Additional editing capabilities for AI-managed Sales Skills
The Expert Zone provides additional customization options for AI-managed Sales Skills, beyond the options available for Rep plans without the Expert Zone.
Additional Approach Rules
You can adjust the behavioral trigger for AI-managed Sales Skills, and add specific conditions and exclusions to ensure the skill's proactive approach is triggered for the right audience.
Additional Suggestion Chips
The AI will dynamically generate suggestion chips (clickable buttons), but you can also add specific suggestion chips and connect them to particular flows.
Responsive Flows
Responsive flows are similar to proactive sales skills in that they can be built and edited via the Flow Builder. Unlike proactive sales skills, however, the response flows are triggered by shopper inquiries.
Like proactive sales skills, the page under the left-hand menu > Expert Zone > Responsive Flows automatically includes standard responsive flows, such as the Contact Support (human hand-off flow). You can also use the Create New button to create new responsive flows.
Flow Builder
The Flow Builder is the foundation of both the (non-AI-managed/scripted) proactive sales skills and responsive flows. The Flow Builder is a tool that allows you to string together several types of components into a specific, scripted flow.
Start Point
Every flow starts with a Start Point. It contains either a conversational or behavioral trigger that starts the scripted journey for the shopper.
Components
Below are the types of components you'll find within the Flow Builder tool.
Message Component
The Message Component allows you to deliver scripted responses within your Flow builder. This component is perfect for providing predefined answers to specific questions from your customers.
ChatGPT Component
The ChatGPT Component is designed to answer questions automatically and dynamically without needing to write the answer and without limitation to one scripted answer for all cases. You can simply add the questions and the answer is pulled automatically from your website.
Finder (Quiz) Component
The Finder (Quiz) Component guides shoppers through filtering questions to help them discover the right products from your catalog through an interactive quiz experience.
Offer Component
The Offer Component can be used for various purposes, allowing you to recommend one specific product or collection, and automatically apply a discount code for your customers at checkout.
Recommend Component
The Recommend Component can be used to suggest Similar Items when shoppers view a Product on a Product page, or Frequently Bought Together Items when shoppers have a product in their cart.
Human Hand-Off Component
The Human Hand-Off Component collects a shopper's contact details and transfers the shopper to your human support team. You can configure this component for scenarios where human assistance is required.
Collect Order Details Component
The Collect Order Details Component is designed to collect more information about the customer before answering questions about the previous order. The purpose of this Component is to either:
- Open a support ticket to a human with more information about the relevant order, or
- Provide an answer by the AI automatically (if the answer can be retrieved only by collecting the order details).
Choice Component
The Choice Component presents the shopper with multiple options through suggestion chips (chat buttons), routing the conversation based on the shopper's selection.
Subscribe Component
The Subscribe Component collects marketing leads by inviting customers to subscribe to your lists. You can integrate the component with an integrated marketing platform to send the collected contacts directly to your marketing platform or simply download them in a CSV format from the Rep console.
For more information about integrated marketing platforms, please refer to the following section of the Rep Help Center: Integrations > Collect leads with Rep
Condition Component
The Condition Component creates smart conversation branching based on customer data, context, or behavioral segments to personalize the experience.
Filtering Questions
Rep's AI-powered Product Finder feature uses filtering questions to narrow customers' product search results and help them find the right product. While the AI can generate filtering questions dynamically, you can also add custom filtering questions and corresponding suggestion chips manually.
Need help or advice? Reach out to us at: support@hellorep.ai