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Navigating the REP Console Menu

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The REP Console menu is organized around how you work — Sales, Support, Insights, and Settings — so you can quickly find the tools that match what you're trying to accomplish. This guide walks you through every section.

Top-Level Pages

Home

Your dashboard and starting point. It shows a snapshot of your chatbot's performance: summary metrics, recent conversations, alerts, and an onboarding checklist for new accounts.

URL: https://app.hellorep.ai/home

Conversations

Review all customer interactions with your chatbot. Search and filter by date, topic, or outcome. Open any conversation to read the full transcript, drop into live sessions, or export conversations for reporting.

URL: https://app.hellorep.ai/conversations

Sales

Everything you need to drive revenue through your AI chatbot — analytics, selling skills, products, and promotions — all in one place.

Sales Analytics

Track revenue your AI chatbot drives: total and attributed revenue, average order value, conversion rates, cart recovery performance, and your top-performing recommended products.

Sales Skills

Configure how your AI proactively sells. Set up upsell and cross-sell rules, product recommendation strategies, discount-based conversion flows, and behavior-triggered sales prompts.

Catalog

Manage how the AI understands your products. Organize items into groups, fine-tune categorization and tagging, and control which products the AI recommends.

Promotions

Add your current promotions, discounts, and special offers so the AI can reference them in conversations with shoppers.

Support

Tools for handling customer service with AI — from tracking resolution metrics to building your knowledge base and closing information gaps.

Support Analytics

Measure your AI's support performance: ticket resolution times, customer satisfaction scores, conversation volume, response times, escalation rates, and topic breakdowns.

Support Skills

Set up automated workflows for common support scenarios like order tracking (WISMO), returns, cancellations, and email answering. Define escalation rules for when to hand off to a human agent.

Knowledge Base

Upload and manage the content your AI uses to answer customer questions. Add FAQs, upload documents, import website URLs, and keep your information up to date.

Missing Information

See where your AI couldn't answer customer questions. This surfaces real knowledge gaps from actual conversations, showing you exactly what to add to your knowledge base, with one-click FAQ creation.

Insights

Understand your customers better and discover opportunities to improve — engagement data, shopper behavior analysis, and AI-generated recommendations.

Engagement Analytics

Monitor how visitors interact with your chatbot: session counts, conversation depth, click-through rates, feature usage stats, and engagement patterns by time of day.

Shopper Intelligence

AI-powered analysis of customer behavior — segmentation, purchasing trends, intent signals, and personalization recommendations based on real conversation data.

Deep Research

Advanced analytics for in-depth conversation analysis, topic discovery, and detailed behavioral patterns. Available for select accounts.

AI Recommendations

Automatically generated, impact-prioritized suggestions for improving your chatbot: better product recommendations, FAQ improvements, flow optimizations, and personalization strategies.

Settings

Configure your account, customize your AI's personality, test changes, design your chat widget, and manage integrations.

General Settings

Core account configuration: company information, logo, support email, language and region preferences, timezone, and business hours.

AI Personality

Define your chatbot's tone of voice, personality traits, and brand alignment. Control how formal or casual it sounds, set guardrails, and preview how it will communicate.

Test & Train

A live testing environment where you can simulate customer conversations, preview AI responses, and make real-time corrections to improve accuracy.

Chat Widget

Customize how your chatbot looks and behaves on your website. The settings are organized into two sections — Design ("Design the Look") and Settings — covering widget style, colors, positioning, launcher button, embedded widgets, menu shortcuts, and installation code.

The Design section is organized into seven tabs for easy navigation:

  • Basics — Widget style (Classic / Rep 2.0), brand colors, title, subtitle, Rep branding toggle, contact support sidebar, and desktop default open mode.

  • Chat experience — Message display style, hide product prices toggle, and proactive approach color customization.

  • Position — Desktop and mobile widget positioning, alignment, and z-index settings.

  • Button — Chat launcher style, color, size, notification badge, and text. Separate mobile settings available.

  • Embedded widgets — Inline PDP widget configuration for product detail pages.

  • Menu — Top and bottom menu shortcuts that give shoppers quick access to common actions.

  • Settings — Shopify preview, AI Concierge visibility toggle, and headless website installation code.

For a full walkthrough of each tab, see Customize Your Chat Widget Appearance: Design the Look.

Integrations

Connect your REP chatbot with other business tools — helpdesks (Zendesk, Gorgias, Freshdesk), marketing platforms (Klaviyo, Mailchimp), communication channels (Slack, WhatsApp, Instagram), loyalty programs, and more.

Expert Zone (High tiers only — advanced customization)

Advanced customization tools for power users who want fine-grained control over conversation flows, product finders, and system messages.

User Profile Menu

Access personal and account settings from the profile dropdown:

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