What is Deep Research?
Deep Research is a premium analytics tool that transforms your customer conversations into actionable insights. It provides a unified dashboard where you can analyze conversation topics, identify customer trends, and gain valuable intelligence to drive business growth.
Benefits of Deep Research
Consolidated Topic Analytics: View all conversation topics in one centralized dashboard
Custom Topic Tracking: Create your own business-specific topics to track conversations that matter to you
AI-Discovered Topics: Let AI automatically identify emerging patterns and themes from customer conversations
Enhanced Filtering: Use advanced topics to filter conversations throughout the platform
Data-Driven Decisions: Make informed business choices based on what your customers are actually talking about
How to Access Deep Research
Navigate to the Insights menu in your Rep console
Click on Deep Research
If you're accessing Deep Research for the first time, you'll be offered a 14-day free trial
Click "Activate Deep Research" to begin your trial
Once activated, Rep AI immediately begins analyzing your recent conversations so your dashboard fills with real data within minutes — see What Happens Right After You Activate below
Note: Deep Research requires an active monthly or yearly plan. It is not available for Pay as You Go accounts or accounts without a selected plan.
What Happens Right After You Activate
The moment you activate Deep Research, Rep AI gets to work on the conversations you already have — you don't start from a blank dashboard.
We analyze your recent history automatically. As soon as your trial begins, Rep AI looks back over your last 7 days of customer conversations and sorts them into topics. While this runs, your dashboard shows an "Analyzing your recent conversations..." message so you know it's working, not broken.
Your dashboard fills in on its own. This usually takes just a few minutes, depending on how many conversations you've had. When it finishes, the dashboard refreshes by itself — the donut chart populates with your topic breakdown, and your AI-Discovered Topics appear. You don't need to reload the page or do anything. You'll see a quick "Your insights are ready!" confirmation the first time it completes.
What you're seeing is a head start, not the full picture yet. That first view is a snapshot of your last 7 days. From there, Deep Research keeps building — each day adds fresh conversations, and trends, patterns, and new AI-Discovered Topics become richer the longer you use it.
Just activated and don't see data? If you haven't had any customer conversations in the past 7 days, there's nothing to analyze yet. You'll see a short message letting you know that insights will appear here within 24 hours once shoppers start chatting. This is normal for newer or quieter stores — the dashboard will fill in on its own as conversations come in.
Using the Deep Research Dashboard
Topic Analytics Chart
This is the donut chart that shows the distribution of conversation topics:
View All Topics: By default, the chart displays the percentage breakdown of all conversation topics
Filter By Topic Type: Use the toggle above the chart to filter between:
All Topics (default)
Custom Topics (topics you've created)
AI-Discovered Topics (automatically generated by AI)
Select Time Period: Use the timeframe picker to analyze conversations from specific date ranges
View Topic Details: Hover over chart segments to see topic names, conversation counts, and percentages
Custom Topics
Custom Topics allow you to create your own business-specific categories for tracking conversations:
Create a Custom Topic:
Click the "Add Custom Topic" button
Enter a name (max 50 characters) and description (max 500 characters)
Click "Save" to create your topic
View Custom Topics:
See all your custom topics listed in a table with usage statistics
Each topic shows name, description, and conversation count
Delete a Custom Topic:
Click the delete icon next to any topic you want to remove
Confirm deletion in the modal that appears
Note: You can create up to 20 custom topics. Topics are applied to conversations during daily processing, so new topics won't show conversation counts immediately.
Examples of Custom Topics
Here are some examples of custom topics you might create for your business:
Product-Specific Topics:
Name: "Premium Skincare Line"
Description: "Conversations about our luxury skincare products including serums, creams, and treatments"
Issue-Based Topics:
Name: "Shipping Delays"
Description: "Customer inquiries about delayed shipments, tracking issues, or delivery timeframes"
Seasonal Campaigns:
Name: "Holiday Collection 2025"
Description: "Questions and feedback about our limited-edition holiday products and promotions"
Customer Journey Topics:
Name: "Pre-Purchase Questions"
Description: "Potential customers asking about product specifications, compatibility, or comparisons before buying"
Promotion-Specific Topics:
Name: "Summer Sale Feedback"
Description: "Customer responses to our annual summer discount event including inquiries and purchase decisions"
Feature Requests:
Name: "Product Feature Suggestions"
Description: "Customers suggesting new products, features, or improvements to existing items"
Creating targeted custom topics like these helps you track specific aspects of your business and gain focused insights into what matters most to your customers.
AI-Discovered Topics
AI-Discovered Topics are automatically generated based on conversation analysis:
View AI-Discovered Topics:
See AI-identified topics in a table with conversation counts
Each topic shows name, description, and how many conversations match
Remove Unwanted Topics:
Click the delete icon next to any topic you want to remove
Confirm deletion in the modal that appears
Removed topics won't be regenerated by the system
Note: The system will generate up to 20 AI-discovered topics based on your conversation patterns.
Using Topics Throughout the Console
Once Deep Research is activated, all your topics (custom and AI-discovered) become available as filters throughout the Rep console:
Conversations Page: Filter conversations by specific topics
Analytics Pages: View metrics filtered by topics
This allows you to quickly find relevant conversations and analyze performance across different customer interests.
Important: How Topics Are Applied to Conversations
There are key differences in how custom and AI-discovered topics work:
Custom Topics:
When you create Custom Topics, they are not applied retroactively to your past conversations
Custom Topics are only applied during the daily processing cycle
You'll need to wait for the next day's processing cycle to see conversation counts for newly created custom topics
AI-Discovered Topics:
AI-Discovered Topics are generated on runtime as the system analyzes your conversations
The system automatically identifies patterns and themes as they emerge in your conversations
These topics are updated regularly as new conversation patterns are detected
The system maintains a limit of 20 AI-discovered topics to ensure relevance and manageability
This approach ensures system performance while still providing valuable insights as new conversations come in.
Managing Your Deep Research Subscription
Trial Period: Deep Research includes a 14-day free trial
Subscription Management:
Navigate to Billing in your console
Find Deep Research in your add-ons section
View trial status or subscription details
Cancellation:
Click "Cancel" on the Deep Research card in the Billing page
Confirm cancellation when prompted
Your access will continue until the end of your current billing period
Note: Deep Research is priced at 10% of your base plan amount. Your exact cost will be displayed before activation.
Troubleshooting
Empty Chart: When you first activate Deep Research, your chart populates automatically within a few minutes from your last 7 days of conversations. If it still appears empty, it usually means you haven't had recent conversations yet — keep using Rep, and the chart will fill in as new conversations come in (within 24 hours of shoppers chatting).
Topics Not Appearing: New custom topics are applied during daily processing. Allow 24 hours for newly created topics to begin appearing in your analytics.
Filtering Issues: Ensure Deep Research is active. If your subscription has ended, topic filtering will be limited to default topics only.