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
All-Time Results Banner
At the very top of your homepage, the All-Time Results banner gives you the big-picture view of everything Rep AI has accomplished for your store since day one. While the rest of your dashboard responds to the date range you choose, this banner always shows your cumulative, all-time totals—labeled "All-time performance since [the month you joined Rep AI]." It's the quickest way to see your AI's total impact the moment you log in.
The banner highlights three headline results:
Total AI-Generated Sales: The total revenue attributed to conversations with your AI chatbot across your entire history with Rep AI.
Total Tickets Deflected: The total number of support issues your AI resolved on its own, without requiring human intervention.
Avg. Monthly ROI: Your average monthly return on investment, shown as a multiple (for example, 11.6x)—a quick gauge of how much value Rep AI returns relative to its cost.
All-time vs. your date range: These banner figures are lifetime totals and won't change when you adjust the time picker. The Top 3 Summary Cards below the banner, by contrast, update to match your selected date range. If a banner number looks different from a card, that's why—one is all-time, the other is for the period you're viewing.
To dig into the detail behind these numbers, click "View full analytics" on the banner to jump straight to your full Analytics dashboard, where you can filter, compare periods, and explore how each result was earned.
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.
Conversation Channels
The Conversation Channels widget on your homepage is your control center for every way customers can reach your AI—your website, email, and your Meta messaging apps. It shows at a glance which channels are live and which still need a quick setup step. You'll find it on your homepage, below the Rep Funnel, with each channel shown as its own row.
What Each Row Shows
Channel name and icon: Website, WhatsApp, Facebook, Instagram, and Email
Status: Channels that are fully live show a green Active badge. Channels that aren't live yet show an Activate button instead.
Settings (gear icon): Active channels have a gear icon on the right—click it to jump straight to that channel's configuration page, skipping the menus.
Channel Statuses Explained
Active (green badge)
This channel is fully set up and your AI is handling messages on it. Click the gear icon to manage its settings.
Activate (button)
This channel is available but not yet live. Click "Activate" to start the guided setup.
Your Channels
Website
Your on-site chat widget, where shoppers talk to your AI directly on your store. When active, the gear icon opens your Chat Widget settings.
Email
AI-powered answers to support emails through your connected helpdesk. Email shows as "Active" only when you have both a connected helpdesk (such as Gorgias, Zendesk, Freshdesk, or Kustomer) AND the "AI answering emails" feature switched on in Support Skills.
WhatsApp, Facebook, and Instagram
Your AI replies to customer messages right inside Meta's apps. These require a connected Meta Business account. For full setup steps, see the article "Extend Your AI to Instagram, Facebook, and WhatsApp Messages."
"I Connected My Channel—Why Does It Still Say Activate?"
This is the most common question, and there's a simple reason. Going live on a Meta channel takes two steps:
Connecting links your account to Rep AI (the one-time login you do in Settings → Integrations → Social). After this, the Integrations page shows the channel as connected.
Activating turns your AI on for a specific page, account, or number.
The homepage widget only shows Active once that second step is done—so connecting alone isn't enough. To go live:
Facebook: enable AI answering for at least one Facebook Page
Instagram: enable AI answering for at least one Instagram account
WhatsApp: register and activate at least one phone number
Until you've done this for a channel, it will keep showing the Activate button. Clicking Activate takes you to the exact setting you need.
Quick Actions
To bring a channel live:
Click "Activate" on its row
Follow the guided setup and complete the activation step above
The row updates to a green "Active" badge once it's done
To manage a live channel:
Click the gear icon on its row
You'll jump directly to that channel's settings 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.