Introduction
Your Rep AI homepage serves as your command center for monitoring and optimizing your AI chatbot's performance. This dashboard gives you a real-time snapshot of how your AI is impacting sales, support, and shopper engagement, along with quick access to key actions that can improve your results.
Key Dashboard Elements
Time Picker
At the top of your dashboard, you'll find the time picker tool. Simply click on the date range displayed to open the time picker, then select your desired start and end dates.
Top 3 Summary Cards
These cards provide high-level performance metrics that update based on your selected date range:
AI-Generated Sales: Shows the total revenue directly attributed to conversations with your AI chatbot.
Deflected Support Tickets: Displays how many support issues were successfully resolved by the AI without requiring human intervention.
Conversations Handled by AI: Reveals what percentage of customer conversations were fully managed by your AI assistant.
These metrics help you quickly understand your ROI and the impact your AI chatbot is having on your business.
Conversation Overview
The Conversation Overview section gives you insights into chat activity and performance:
Total Conversations: The volume of all conversations during your selected time period
Some of them might be reported as unhelpful, keep an eye on them
Live Conversations: Currently ongoing customer chats in real-time
Human Assistance Needed: Indicates conversations that required human support intervention
Conversation Initiation Split: Shows how conversations started - either through Proactive AI engagement (your AI reaching out first with behavioral triggers) or Shopper-initiated (customers opening the chat widget themselves). This helps you understand how effectively your AI is proactively engaging visitors versus waiting for customers to reach out.
Use these metrics to track overall engagement and identify which conversation types may need optimization.
Rep Funnel
The Rep Funnel visualizes your customer journey from website visit to purchase, showing:
Shoppers visited the website: Total session count (baseline 100%)
Disengaged shoppers approached: Visitors the AI proactively engaged
Conversations started with disengaged shoppers: Success rate of AI engagement attempts
Conversations that viewed products: Shoppers who explored products during their chat
Conversations added to cart: Chats that resulted in items being added to shopping carts
Conversations converted to purchase: Completed purchases attributed to AI interactions
This funnel helps you identify drop-off points and conversion opportunities across the customer journey.
Conversational Channels Dashboard
Your Conversational Channels Dashboard is your control center for managing all the ways customers can reach you through Rep AI. Located on your homepage below the Rep Funnel, this section displays a row of channel cards that show you at a glance which communication channels are active and ready to engage customers.
Understanding Your Channel Cards
Each channel appears as a card showing:
Channel name and icon: Website, Email, Instagram, Facebook
Status indicator: Visual cues showing whether the channel is active, inactive, or needs setup
Action button: Either a settings gear icon (for active channels) or an "Activate" button (for inactive channels)
Channel Status Indicators
Active (Green indicator)
This channel is fully set up and working. Click the settings gear icon to access configuration options.
Inactive / Setup Required
This channel is available but not yet activated. Click the "Activate" button to begin the guided setup process.
Disconnected
An existing connection needs attention. Click "Reconnect" to fix the integration issue.
Your Available Channels
Website Channel
Your web-based chat widget where customers interact with your AI directly on your site. When active, the settings gear takes you to your Chat Widget configuration.
Email Channel
AI-powered email support through your connected helpdesk platform.
Note: The Email channel requires both a connected helpdesk integration (like Gorgias, Zendesk, Freshdesk, or Kustomer) AND the "AI answering emails" feature enabled in Support Skills to show as "Active."
Instagram Channel
Automated responses to Instagram Direct Messages that guide customers to your website. Requires Meta Business account connection.
Facebook Channel
AI-powered responses to Facebook Messenger inquiries. Requires Meta Business account and Facebook Page connection.
Quick Actions from Channel Cards
To activate a new channel:
Click the "Activate" button on the channel card
Follow the guided setup and complete any prerequisites
The channel card will update to "Active" status once setup is complete
To access channel settings:
Click the settings gear icon on an active channel card
You'll jump directly to the relevant configuration page
This direct access saves you time navigating through multiple menu levels to reach channel-specific settings.
Action Cards
Your homepage includes a variety of actionable cards designed to help you optimize your AI's performance. Each card represents an opportunity to enhance your AI's capabilities and drive better results. Here's what each card means and how to use it:
Marketing & Customer Acquisition
Get More Email/SMS Subscribers
Connect your marketing platform so your AI can add more customers to your mailing list. This feature allows your AI to collect email addresses from interested shoppers and automatically add them to your marketing platform.
Action: Click "Go to Integrations" to connect your preferred marketing platform.
Sales Optimization
Rescue Abandoned Carts
Incentivize customers to complete their checkout by offering a special discount when they have items in their cart but haven't completed the purchase.
Action: Click "Add Powerup" to enable this feature.
Customer Experience Enhancement
Set Your Tone of Voice
Train your AI to match your brand language by defining your tone of voice, ensuring all AI communications sound consistent with your brand identity.
Action: Click "Train your AI" to configure your brand voice settings.
Train Your AI Like a New Employee
Give your AI information about your brand, your customers, and a personality to help it understand your business and communicate effectively.
Action: Click "Add Info" to provide comprehensive brand training.
Support & Feedback
Connect Between Your AI and Human Support
Connect Rep to your live support system so your AI can hand off conversations to human agents when needed, ensuring seamless customer service.
Action: Click "Go to Integrations" to set up this connection.
Review Conversations Reported as Unhelpful
View conversations that customers marked as unhelpful to identify improvement areas and address common issues in your AI's responses.
Action: Click "See Topics" to analyze problematic conversations.
FAQ Suggestions Waiting
Address common questions that your AI couldn't answer. These are all questions asked by your customers that your AI couldn't find the answer to.
Action: Click "Provide Answers" to add missing information to your knowledge base.
Reduce Support Tickets
Train your AI with Support Skills to handle more support inquiries automatically, reducing the number of tickets that require human intervention.
Action: Click "Activate Skills" to enhance your AI's support capabilities.
Technical Configuration
Set Your Brand Icon/Logo
Customize your AI Concierge with your brand icon to create a consistent visual identity throughout the customer experience.
Action: Click "Go to Settings" to upload your brand imagery.
Notify When Back-in-Stock
Set up automated notifications for customers interested in out-of-stock items, improving customer experience and capturing potential sales.
Action: Click "Activate Power-up" to enable this feature.
Connect Your Help Center
Link your existing help center or knowledge base to your AI, allowing it to pull information directly from your support documentation.
Action: Click "Connect" to integrate your help resources.
Improve Your CX
Review AI-generated recommendations based on customer conversation analysis to enhance your overall customer experience.
Action: Click "See Tips" to view personalized improvement suggestions.
Team & Collaboration
Invite Another Team Member
Add team members to your Rep account to help manage and optimize your AI assistant.
Action: Click "Invite" to add colleagues to your account.
Common Dashboard Actions
Here are some typical ways to use your dashboard effectively:
Check Daily Performance: Monitor your KPIs regularly to track AI impact
Identify Funnel Drop-offs: Find where shoppers are falling out of your conversion path
Address Knowledge Gaps: Update missing information when the AI flags unanswered questions
Set Up Support Integrations: Connect your existing support platforms for seamless handoffs
Customize AI Training: Improve your chatbot's tone and knowledge based on your brand needs
Troubleshooting
If you notice unexpected changes in your dashboard metrics:
Verify your selected date range matches your period of interest
Check if recent website changes might be affecting AI performance
Ensure your product catalog is properly synced with your AI
Review conversation transcripts to identify potential improvement areas
For additional help, contact Rep AI support through your dashboard's help option.