Introduction
Rep Inbox is Rep AI's built-in helpdesk — a shared inbox where your support team manages every customer email in one place. Because it's part of Rep AI, it already knows your store, your products, and your shoppers, so your team can reply faster with full order and customer context next to every ticket.
If you already use AI Answering Emails or the Human Handoff option in the Rep AI chat widget, those conversations flow into Rep Inbox automatically — alongside every other email channel you connect.
This article is your one-page overview. For pricing and seats, see the Rep Inbox Billing article.
Activating Rep Inbox
Rep Inbox is an add-on you turn on from the Rep AI Console.
Open the Integrations page in your Console and click Connect on the Rep Inbox card. Activation takes one click.
You'll start a 14-day free trial, then continue on a per-seat plan (see the Rep Inbox Billing article for details).
Disconnecting Rep Inbox from the same page cleanly removes all of your tickets, messages, customer records, and settings — nothing is left behind.
Connecting your email
You have two ways to bring your support email into Rep Inbox:
Gmail / Google Workspace — one-click Google sign-in. Rep Inbox syncs your incoming mail and sends replies from your real email address (e.g. support@yourbrand.com).
Your own domain (via Amazon SES) — for teams that want a dedicated sending setup. A guided wizard walks you through DNS verification (SPF, DKIM, DMARC) and forwarding. Bounced and invalid addresses are automatically suppressed to protect your sender reputation.
Coming soon: Microsoft 365 / Outlook and IMAP/SMTP.
Finding your way around
The Rep Inbox sidebar mirrors the layout you already know from the Rep AI Console, so the learning curve is short.
Inbox — tickets assigned to you
Unassigned — tickets waiting to be picked up
All Tickets — everything across the account
Snoozed, Pending, Closed, Trash, Spam — every other status, one click away
Saved Views — build personal or shared filters (by tag, assignee, SLA state, priority, etc.) and pin them to the sidebar
Tickets can be browsed in a table view (subject, customer, status, priority, last activity) or a compact tile view for scanning a busy day quickly.
Replying faster, with AI
Rep Inbox uses your store's knowledge base — the same one that powers your Rep AI chat widget — to help your team respond faster.
AI Auto-Answer (Immediate mode): the AI reads, understands, and replies to routine emails on its own, within seconds. Your team focuses on tickets that actually need them.
AI Draft mode: the AI writes a suggested reply for every incoming email. Your agent reviews, edits if needed, and sends with one click.
Do-Not-Answer rules: the AI automatically skips emails it shouldn't touch — system notifications, security alerts, automated messages, and sensitive topics — and routes them to a human.
SLA-aware: when AI replies first, the first-response SLA is instantly marked Met, lifting your overall SLA compliance.
The composer itself is a full rich-text editor with formatting, attachments, inline images, and autosaved drafts. The send button is smart too — on an open ticket you can Send & Keep Open, Send & Close, or Send & Set Pending in one click.
Working as a team
Assignments — assign tickets manually, or let routing rules do it automatically (by subject, customer domain, tag, etc.).
Internal notes — leave private notes that customers never see, inline in the conversation thread.
@mentions — tag a teammate inside a note to pull them in.
Macros — reusable response templates with variable substitution (customer name, order number) that anyone on the team can search and insert.
In-app notifications — a bell icon with unread count covers assignments, SLA alerts, snooze expiries, and customer replies on your pending tickets.
SLAs, business hours, and holidays
Define first response, next response, and resolution targets — different by priority or category if you want. Every ticket shows a real-time SLA badge (On Track, At Risk, Critical, Breached, Met). Set your business hours per weekday and your team's holidays (with optional yearly repeat). SLA timers only count during business hours, and they automatically pause when a ticket is snoozed or pending. You can also enable a holiday auto-reply so customers always know when to expect a response.
Built-in Shopify context
Every ticket sidebar shows the customer's Shopify details and order history: order number, status, total, line items, fulfillment status, and tracking info. One click takes you directly to the order in Shopify admin for any deeper action.
Customer profiles
Rep Inbox automatically creates a profile for every shopper who emails you. From any ticket, you can jump to that customer's full ticket history — every past conversation, with the current status of each. Browse all your customers from the dedicated Customers page.
Measuring how you're doing
The Analytics section gives you a live dashboard of open tickets, unassigned volume, average first response time, average resolution time, and SLA compliance — with period-over-period change for every metric. Drill into agent performance, SLA trends, inbox volume by hour/day, and top tags to see what's driving your support load. Filters cover date range, agent, tag, contact reason, SLA status, and priority, and every report exports cleanly to CSV.
Settings & configuration
Your email setup lives on the Email Settings page: provider connection (Gmail or custom domain), real-time DNS status, and one-click disconnect/reconnect. Everything else — macros, routing rules, automations, SLA policies, business hours, holiday calendar, signatures — has its own settings section, all reachable from the sidebar.
Where to go next
Pricing, seats, and trial: see the Rep Inbox Billing article.
Need help? Use the Rep AI Helper chat in the Console, or contact our support team — most Rep Inbox questions are a quick conversation away.
Note: Rep Inbox is evolving quickly. This article is the high-level overview — we'll be publishing dedicated deep-dive articles for setup, automations, AI configuration, and analytics as the product grows.