Answer customers everywhere they reach out — 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. Omnichannel AI extends Rep AI's brain to all of those non-web channels, so every customer gets a fast, on-brand answer no matter how they contact you — and you only pay when the AI actually resolves the conversation.
Where Omnichannel AI works
Omnichannel AI covers four non-web channels, on top of the chat widget on your store:
Email — the AI answers support tickets in your connected helpdesk (Gorgias, Zendesk, Freshdesk, Kustomer, Help Scout, Salesforce Service Cloud, Rep Inbox and more) and escalates to your team when a person is needed
Instagram DMs — through your connected Meta business account
Facebook Messenger — through your connected Meta business account
WhatsApp — through your connected Meta business account
Each channel uses the same Rep AI brain that runs your store widget — same product knowledge, same support skills, same brand voice — just on the channel where your customer happens to be.
How billing works: ticket packages
Omnichannel AI is usage-based. You pay only when the AI resolves a real customer conversation.
One ticket = one AI-resolved conversation. It doesn't matter if the conversation took two messages or twenty — one resolved thread = one ticket.
Each ticket costs $0.75 on monthly billing. On annual billing, tickets work out to $0.50 each.
You buy a monthly package sized to your support volume. Package sizes range from 50 tickets to 100,000 tickets per month. The sizes available to you depend on your Rep AI plan tier.
Yearly billing is available if you'd rather lock in your usage for a full year.
Tickets reset every billing cycle. Unused tickets do not roll over — you start each month fresh.
Try it free
Brand-new to Omnichannel AI? You get 30 free tickets the first time you activate, so you can see real-world results before paying anything.
What counts as a "resolved" ticket — and what doesn't
You're only charged when Rep AI genuinely resolves a conversation. You are not charged when:
- The AI escalates the conversation to your team before the ticket is closed
- A human teammate takes over before AI completes the response
- The conversation falls back to a basic auto-response (Meta "Classic answering")
- The AI can't confidently answer
💡 One conversation = one ticket, max — even if it reopens later. Reopening a resolved conversation never consumes another ticket, and the original charge isn't refunded.
This way, you trust that every charge maps to a real save for your team.
What happens when you use all your tickets
Your AI keeps working. Every resolved conversation beyond your package is billed as overage at $1.20, so a busy month never turns into a quiet inbox.
Overage is switched on from the start for new Omnichannel AI subscriptions. If your subscription began before overage billing was introduced, switch Keep AI answering past your plan on from Manage on your Omnichannel AI package. Merchants billed through Shopify approve the usage charge in Shopify as part of turning it on.
Overage charges are capped at $1,000 per billing period, and that cap is shared with the extra shopper sessions on your main plan. If you reach it, AI answering pauses for the rest of the cycle and resumes at renewal — or right away if you upgrade your package.
If you'd rather stop at your package instead of paying for extra resolutions, switch overage off. AI then waits for your renewal or an upgrade:
Instagram, Facebook, WhatsApp — customers get your Classic auto-responses instead of full AI replies. No tickets are consumed.
Email — AI email answering pauses until you upgrade, renew, or turn overage back on. Subscriptions that began before overage billing was introduced keep AI drafting replies for your team to review and send instead.
For the full walkthrough — the toggle, the Console banners, the charges, and what happens when you change or cancel your package — see Keep Your AI Answering When You Pass Your Omnichannel AI Plan.
Usage alerts
Rep AI emails the account owner when your ticket balance gets low so nothing goes silent unexpectedly:
20% remaining — heads-up that you're approaching the limit, with a link to upgrade
Package used up — tells you whether AI is continuing on overage at $1.20 per resolution, or waiting until you upgrade, renew, or turn overage on
You'll also get an email confirming when overage is switched on, and one if overage charges reach the $1,000 cap for the cycle. Every email links straight to your package management page so you can act in one click.
Managing your Omnichannel AI package
You can view and manage your package from three places in the Console:
Billing page — click Manage next to Omnichannel AI
AI Email configuration screen — opens the same management view
Meta Integration settings — opens the same management view
From the management screen you can:
See your current ticket balance, monthly usage, and renewal date
See the full list of conversations that consumed tickets this cycle
Upgrade to a larger package — applied immediately, with the difference prorated for the remainder of the cycle
Downgrade to a smaller package — scheduled to apply at your next renewal, so you finish out the cycle you already paid for
Cancel Omnichannel AI
Cancelling and reactivating
Cancel during your free 30-ticket period — service stops immediately, remaining free tickets are forfeited.
Cancel after a paid cycle has started — you keep using the AI through the rest of the cycle (until either your tickets run out or the cycle ends) and you are not charged again.
Reactivate later — you can come back any time. The 30-free-tickets offer applies only on first activation, so reactivation goes straight to your chosen package.
When Omnichannel AI is the most valuable
You're spending real support hours on emails that AI could resolve (order status, returns, shipping, FAQs)
Your DMs on Instagram or Facebook pile up overnight or on weekends
You want to see the AI's answers on your own tickets before it goes live — Test & Train does exactly that, free and unlimited
You want one consistent voice across every channel without retraining a separate bot
Frequently asked questions
Do I get charged for every email the AI reads?
No. You're only charged when the AI resolves a conversation — reading and classifying a ticket is always free.
Do unused tickets roll over to next month?
No. Tickets reset at the start of each billing cycle. Pick a package size that matches your typical monthly support volume — you can always upgrade or downgrade.
Can I use Omnichannel AI without connecting a helpdesk?
The Email channel needs a place to receive and reply to email. We recommend pairing Omnichannel AI with Rep Inbox — Rep AI's own helpdesk — so your AI answers, your team's manual replies, and your conversation history all live in one place, with no third-party setup. If you already use Gorgias, Zendesk, or another helpdesk, Omnichannel AI works there too. The Meta channels (Instagram, Facebook, WhatsApp) need a connected Meta business account.
💡 Get the full package. The strongest setup is Rep Inbox + Omnichannel AI together: a unified inbox for your team plus AI answering across the website, email, and social DMs — one brain, one history, every channel covered.
Where can I see how many tickets I've used this cycle?
Open the Omnichannel AI management view from the Billing page, the AI Email screen, or the Meta integration settings. Live usage and renewal date are at the top.
What is "Classic answering" on Meta channels?
When your ticket package is used up and you don’t have overage enabled, Instagram, Facebook and WhatsApp fall back to basic auto-responses instead of full AI replies, and no tickets are consumed. Renewing, upgrading, or turning overage on restores full AI answering right away. You can also switch a single channel off at any time from its own settings.
My package renewed but my balance didn't refill. What's wrong?
Refills happen automatically at the start of each billing cycle. If your balance hasn't reset within an hour of your renewal date, contact support — we'll look at it.
If a resolved conversation reopens later, do I get the ticket back?
No. Once Rep AI resolves a conversation and the ticket is consumed, the charge stands — even if the customer replies again later and the thread reopens. A reopened conversation that the AI resolves a second time may consume another ticket.