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 — AI drafts and (optionally) sends replies through your connected helpdesk (Gorgias, Zendesk, etc.)
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.
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
A human teammate takes over before AI completes the response
The AI drafts a reply but doesn't send it (Email "draft mode")
The conversation falls back to a basic auto-response (Meta "legacy mode")
The AI can't confidently answer and stays silent
This way, you trust that every charge maps to a real save for your team.
What happens when your tickets run out
Service doesn't break — it gracefully steps down so your customers still get a response:
Email channels switch to Draft Mode: the AI keeps reading every incoming email and writes a draft reply, but doesn't send it. Your team can review and send (or rewrite) drafts. No tickets are consumed in draft mode.
Meta channels (Instagram / Facebook / WhatsApp) switch to Legacy Answering: customers get your basic auto-responses instead of full AI replies. No tickets are consumed.
To restore full AI answering, top up by upgrading your package or waiting until your next renewal — both refill your balance automatically.
Low-balance 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
0% remaining — you're now in draft / legacy mode until renewal or upgrade
Both emails link 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
Your team wants AI to read everything and draft replies even on a tight budget — that's exactly what Draft Mode is for
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, classifying, and drafting are 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's the difference between "draft mode" and "legacy mode"?
Draft mode is for Email — AI writes complete reply drafts your team can review and send, no tickets consumed. Legacy mode is for Meta channels — customers get basic auto-responses instead of full AI replies, no tickets consumed.
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.