What are Support Skills?
Support Skills are AI-driven automation features that help manage customer service inquiries efficiently. These intelligent capabilities identify and resolve common support requests through your chatbot, reducing the need for human intervention and providing instant assistance to customers 24/7.
Each Support Skill targets a specific customer service scenario, offering tailored solutions to handle repetitive support tasks such as order cancellations, address changes, and order tracking—all without requiring your support team's direct involvement.
How Support Skills Work
Support Skills operate by:
Detecting customer support requests in real-time conversations
Following your pre-configured business rules and policies
Handling the entire support workflow from request to resolution
Seamlessly escalating complex cases to human agents when needed
Providing instant solutions to common customer inquiries
Who Can Access Support Skills?
Support Skills are available to merchants on:
Support Agent plans
Concierge plans
Note: If you're on a Sales Assistant plan, you'll need to upgrade to access Support Skills. The Support Agent plan includes all Support Skills features, while the Concierge plan includes both Sales and Support Skills.
Available Support Skills
Rep AI offers a comprehensive suite of Support Skills to address different customer service scenarios:
Cancel Order: Allows customers to request order cancellations. The AI handles the flow using merchant-configured rules.
Change Order Address: Enables customers to update shipping addresses for orders that haven't shipped yet.
Order Status: Answers "Where is my order?" queries using real-time or static fulfillment data.
Locate Order Number: Helps customers find their order number when they don't have it readily available.
Returns / Exchanges: Manages product return and exchange requests according to your store policies.
Subscriptions: Allows customers to manage their subscription plans, including pausing, skipping, or canceling.
Damaged Order: Handles reports of damaged products, collecting necessary information and initiating appropriate actions.
Answer Emails: Automatically responds to incoming email tickets with AI-generated answers based on your business rules.
Repeat Last Order (Coming soon): Enables returning customers to quickly re-order previously purchased items.
Managing Your Support Skills
Each Support Skill can be individually controlled through:
Toggle Switches: Easily enable or disable each skill with a simple toggle.
Settings Button: Configure detailed options for each skill by clicking the Settings button, including special instructions and business rules.
Viewing Performance Analytics
To understand how your Support Skills are performing:
Click on "View analytics" at the top of the Support Skills page
Monitor key metrics such as:
Resolved by AI: Percentage of support interactions handled entirely by your AI
Handled by Humans: Percentage of conversations escalated to human agents
Question-Answering Rate: Success rate of AI responses to customer questions
Deflected Support Tickets: Number of customer support conversations fully handled by AI
Potential Savings: Estimated cost savings from AI-handled support tickets
Use these insights to fine-tune your approach and maximize the effectiveness of your AI support assistant.
Getting Started with Support Skills
Navigate to the Support Skills section in your Rep AI dashboard
Review the available skills and their descriptions
Click "Activate" to enable skills you want to use
Configure each skill's settings according to your business policies
Monitor performance regularly and adjust as needed
Troubleshooting
Why can't I access Support Skills?
You may be on a Sales Assistant plan. Upgrade to a Support Agent or Concierge plan to access these features.
Why isn't a specific Support Skill working?
Verify that the skill is toggled ON
Ensure the skill is properly configured in Settings
Check that your store's API connections are working correctly
How do I optimize my Support Skills performance?
Regularly review your analytics to identify which skills are most effective
Experiment with different policy settings and approach instructions
Ensure your order management system is properly integrated with Rep AI
For additional help with Support Skills, contact our support team or explore our advanced configuration guides for each specific skill.
Can't find what you're looking for?
If you need support features beyond what's listed, use the "Request" button at the bottom of the Support Skills page to suggest additional capabilities.