Let Rep AI Answer Customers on Every Channel with Omnichannel AI – Rep AI - Help

Answer customers in email, DMs and comments — start with 70 free tickets, pay only when AI resolves the conversation

Your shoppers don't only ask questions on your website. They email. They DM you on Instagram. They message your Facebook Page. They start WhatsApp threads. They ask in the comments under your posts. Omnichannel AI extends Rep AI's brain to all of those channels, so every customer gets a fast, on-brand answer no matter how they reach you. You start with 70 free tickets, and you only pay when the AI actually resolves a conversation.

What's included

Email — the AI answers support tickets in your connected helpdesk (Gorgias, Zendesk, Freshdesk, Kustomer, Help Scout, Salesforce Service Cloud and more) and escalates to your team when a person is needed.
Instagram DMs, Facebook Messenger and WhatsApp — through your connected Meta business account.
Comment Moderation — AI hides, flags or deletes comments on your Instagram posts, Reels and ads, based on your rules.
AI Comment Replies — AI answers buying questions in your Instagram comments.
Proactive Approach — Rep opens a conversation when a shopper reacts to your story or shares your post into a DM.

Facebook comments are coming soon. Every channel uses the same Rep AI brain that runs your store chat — same product knowledge, same support skills, same brand voice. You manage the social channels in AI Social in your Console; see Manage Instagram, Facebook and WhatsApp in One Place with AI Social.

Turn it on in one click

You need a paid Rep AI plan. If you're still on a free trial of your Rep AI plan, you can turn it on once you've picked a plan.

Open Billing in your Rep AI Console and click Get access on Omnichannel AI.
The sheet AI-Powered Support for All Channels opens: Your first 70 tickets are free — one-time, not monthly, and nothing is charged today. It also shows what happens after your free tickets, based on how you're billed.
Click Activate — Free.

You'll see Omnichannel AI Activated! There's no card to enter and no package to choose.

You can also activate from any page in AI Social (Overview, Messages, Comment Moderation or Comment Replies), or from the Subscribe to Auto-Send button on the email answering page.

The first time you activate, AI answering turns on for every channel you've already connected — Instagram, Facebook, WhatsApp and your email helpdesk. Instagram, Facebook and WhatsApp channels you connect later start answering as soon as they're connected. To stop AI on one channel, switch it off in that channel's settings.

If you're turning Omnichannel AI back on after switching it off, your channels keep the on/off settings you left them with.

Your 70 free tickets

You get 70 free tickets, once. It's a one-time allowance, not a monthly one.
Turning Omnichannel AI off keeps your free tickets. Turning it back on doesn't grant a new set.
Billing shows your balance, for example "64 of 70 free tickets left", and a status: Free trial, Pay as you go, Payment failed or Paused.

What happens after the 70 free tickets

The banner Your 70 free tickets are used — AI is still answering tells you where you stand. What comes next depends on how you're billed:

How you're billed	What happens
Card through Rep AI, card on file	AI keeps answering. Each resolved ticket is $1.20, up to $1,000 per billing cycle.
Monthly Shopify billing, usage charges approved	Same: AI keeps answering at $1.20 per resolved ticket, up to $1,000 per cycle.
Monthly Shopify billing, usage charges not yet approved	AI pauses until you click Enable usage charges and approve them in Shopify, or pick a plan.
Card through Rep AI, no card on file	AI pauses until you add a payment method, or pick a plan.
Shopify annual billing and other non-monthly cycles	AI pauses until you pick a plan.

The $1,000 cap is shared with extra shopper sessions on your main plan. If you're still in a free trial of your Rep AI plan, extra tickets are counted and billed only after it turns into a paid plan. If you leave during that trial, nothing is billed.

Pay as you go is on by default. To turn it off, open Manage and switch off Keep AI answering past your free tickets. AI then pauses when the free tickets are used up, until you pick a plan.

Pick a plan

A plan is cheaper per ticket: $0.75 per ticket on monthly or quarterly billing, $0.50 on annual billing.

Click Pick a plan anywhere you see it. Rep AI suggests a size based on your last 30 days of real use, so you pay for what you actually resolve. The smallest plan is 20 tickets. You can change the size before you confirm.

Plan tickets reset every billing cycle (once a year on annual billing). Unused tickets don't roll over.
Free tickets are always used before plan tickets.

What uses a ticket — and what doesn't

One ticket = one conversation the AI resolves, whether it took two messages or twenty.

DMs and email: one ticket per resolved conversation.
Comment replies: one ticket per comment thread Rep answers. Replies to praise, invitations to continue in DMs, and replies you send yourself are free.
Comment Moderation: free. Hiding, flagging and deleting never use a ticket.
Proactive Approach: the opening message is free. The conversation only uses a ticket if it becomes a resolved conversation.

You're not charged when:

The AI escalates the conversation to your team
A person on your team takes over before the AI completes the response
The conversation falls back to a basic auto-response (Meta "Classic answering")
The AI can't confidently answer and stays silent
The AI only drafts a reply for your team to review

Usage emails

Rep AI emails the users on your account as your balance moves:

When you first activate
Halfway through your free tickets (35 used)
Running low (14 or fewer left)
When the free tickets are used up
If a payment fails
If pay-as-you-go charges reach the $1,000 cap for the cycle

While you're on pay as you go, users with Billing alerts turned on also get a daily recap on days something was billed.

Managing Omnichannel AI

Click Manage next to Omnichannel AI in Billing, on the ticket card in AI Social, or on your Instagram, Facebook or WhatsApp settings page. From there you can:

See your ticket balance and usage (View billable conversations lists the conversations that used tickets)
Turn Keep AI answering past your free tickets on or off
Pick a plan, or change your plan size
Turn off Omnichannel AI

Turning it off stops AI answering immediately on every channel. Your unused free tickets are kept — turn Omnichannel AI back on any time to use them. Pay-as-you-go tickets already used this cycle are still billed.

When Omnichannel AI is the most valuable

You're spending real support hours on emails the AI could resolve (order status, returns, shipping, FAQs)
Your DMs on Instagram or Facebook pile up overnight or on weekends
Buying questions sit unanswered in your comments, or spam sits under your best posts
You want to see the AI's answers first — Test & Train lets you try DMs, comments and emails for free
You want one consistent voice across every channel

Frequently asked questions

Do I need a credit card to start?
No. Activation is free and charges nothing today. You need a paid Rep AI plan.

Will AI start answering my customers right away?
Yes. The first time you activate, AI answering turns on for the channels you've already connected. Switch a single channel off from its own settings whenever you like. Comment Moderation and Comment Replies stay off until you turn them on.

Can I get the 70 free tickets again?
No. They're a one-time allowance. They stay with you if you turn Omnichannel AI off and on.

What does it cost when the free tickets run out?
On pay as you go, $1.20 per resolved conversation, capped at $1,000 per billing cycle (shared with extra shopper sessions on your main plan). A plan brings it down to $0.75 per ticket, or $0.50 on annual billing.

Why is my AI paused?
One of these:
- Your free tickets are used up and Rep AI can't bill pay as you go yet. Approve usage charges in Shopify, add a payment method, or pick a plan. Annual Shopify billing needs a plan.
- You switched off Keep AI answering past your free tickets. Turn it back on, or pick a plan.
- A payment failed. Update your payment method in Billing.
- Pay-as-you-go charges reached the $1,000 cap for this cycle. AI resumes at your next cycle, or pick a plan.

Do comment replies have their own free allowance?
No. Comment replies use the same tickets as DMs and email, including your 70 free tickets.

Do I get charged for every email or comment the AI reads?
No. Only resolved conversations and answered comment threads count. Moderation is free.

What is "Classic answering" on Meta channels?
When AI answering is off or paused, Instagram, Facebook and WhatsApp send your basic auto-response with a link to your store instead of a full AI reply. No tickets are used.

Can I use Omnichannel AI without a helpdesk?
The email channel needs somewhere to receive and reply to email. We recommend Rep Inbox, Rep AI's own helpdesk, so AI answers, team replies and history live in one place. Gorgias, Zendesk and other helpdesks work too. Instagram, Facebook and WhatsApp need a connected Meta business account.