This article is a quick-reference guide to the terms, features, and settings you'll come across while using the Rep platform. Whether you're just getting started or looking to get more out of your setup, this glossary is here to help you navigate the Rep Console, understand your analytics, and make the most of Rep AI!
A
Agent Drop-In A live chat feature in the Rep Console that lets you join an ongoing shopper conversation in real time. Found on the Conversations page, it lets you type directly to a shopper while they're still on your website.
AI Concierge Plan Rep's all-in-one subscription plan that bundles both Sales Skills and Support Skills. Ideal for stores that want Rep to drive revenue and handle customer support. Equivalent to combining the AI Sales Assistant and AI Support Agent plans into a single subscription.
AI-Generated Sales Revenue directly attributed to Rep AI conversations. Tracked in the Sales Analytics section of the Rep Console, AI-Generated Sales shows the total value of orders placed by shoppers who interacted with the Rep widget during their purchase journey. You can click into this metric to review individual conversations that resulted in a completed order.
AI General Knowledge Background knowledge the AI can draw on beyond your store content (such as basic logic), excluding competitor information. Visible as a source in a conversation's Used Sources tab.
AI Personality The settings page in the Rep Console (AI Training > AI Personality) where you configure your AI Concierge's tone of voice and response length. This is where you describe your brand's character and decide how detailed or concise your AI's responses should be.
AI Recommendations A feature in the Insights section of the Rep Console that analyzes shopper conversations and generates actionable suggestions to improve your store experience. Each recommendation includes a title, description, reasoning, and impact metrics.
AI Resolution A conversation that was fully handled and resolved by Rep's AI without requiring any human agent involvement. AI Resolution is the billing unit used for the Omnichannel add-on — meaning each conversation the AI resolves across social channels (Instagram, Facebook, WhatsApp) and email counts toward your Omnichannel usage.
AI Sales Assistant Plan Rep's sales-focused subscription plan. Includes Sales Skills that allow the AI to proactively approach disengaged shoppers and rescue almost-lost revenue.
AI Support Agent Plan Rep's support-focused subscription plan. Includes Support Skills that allow the AI to handle customer inquiries, order tracking, returns, and more, end-to-end.
Allowed Domains A setting in the Rep Console (Settings > Chat Widget) that restricts which website domains are permitted to display the Rep chat widget. Adding allowed domains prevents your widget code from being used on unauthorized third-party sites.
C
Catalog The product data section in the Rep Console where you can fine-tune how the AI understands your product groups and products — including categorization, tagging, and browsability. Found under AI Sales.
Chat Widget The Rep chat interface that appears on your Shopify storefront. Customizable for colors, positioning, and visibility under Settings > Chat Widget in the Rep Console.
Conversations The section of the Rep Console where you can review all shopper interactions with your AI Concierge — including filtering by sale, resolution status, and date range.
Custom FAQs Tailored question-and-answer pairs you add to train your AI on topics specific to your store. Found under AI Training > Knowledge Base.
D
Deep Research ⭐ (Paid add-on) A premium analytics add-on that provides comprehensive conversation analysis, advanced topic discovery, AI Recommendations, and detailed customer behavior patterns — going deeper than what's available in standard analytics. Available in the Insights section.
Drop-off / Drop-off Detection When a shopper becomes disengaged during a visit (e.g., idle on a product page or about to leave). Rep's Rescue Algorithm™ detects this behavior and proactively engages the shopper to recover the potential sale.
E
Excluded Countries A setting in the Rep Console (Settings > Chat Widget) that allows you to hide the Rep widget from shoppers in specific countries. Useful for stores that only ship to or operate in certain regions.
Explanation Tab A feature within the Conversations view that shows the AI's reasoning process when generating a response. Click it underneath any AI reply to see the AI's thought process. The adjacent Sources Tab shows exactly which sources the AI used.
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File Sources Documents or spreadsheets you upload to the Rep Knowledge Base to train your AI with information beyond your website content.
H
Human Handoff The process where Rep collects a shopper's contact details and notifies you (via email or helpdesk ticket) when a shopper needs human support.
I
Inline PDP Widget A Rep AI widget that embeds directly into a Product Detail Page (PDP) on your storefront — rather than appearing as a floating chat bubble. It surfaces AI assistance (such as product Q&A or recommendations) right on the product page, in the moment a shopper is deciding whether to purchase.
Integrations Connections between Rep and your other business tools — including helpdesk platforms, email marketing, loyalty programs, and returns platforms. Found under Settings > Integrations.
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Knowledge Base The section of the Rep Console (AI Training > Knowledge Base) where you upload content — Custom FAQs, File Sources, and URL Sources — to supplement what the AI learns from your website.
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Live Conversation An active, real-time conversation between a shopper and your store — either handled by the AI or joined by a human agent via Agent Drop In. Live conversations appear in the Conversations Overview panel on the Rep Console homepage. When a shopper is still on your website, your replies appear instantly in the Rep widget; if they've left, replies are sent via email.
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Missing Information An Insights feature that highlights knowledge gaps — questions shoppers asked that the AI couldn't answer because the information wasn't on your site or in your Knowledge Base.
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New Visitor A shopper visiting your store for the first time, or any shopper that Rep AI cannot identify from a previous visit. If a shopper clears their browser cookies, switches devices, or is not logged into your Shopify store, Rep AI will treat them as a new visitor — meaning it has no prior context about them and may need to collect their information from scratch.
O
Omnichannel ⭐ (Paid add-on) A paid add-on that extends your AI Concierge beyond the website chat widget to additional customer channels — including Instagram, Facebook, WhatsApp, and email. With Omnichannel, the same AI that assists shoppers on your website can respond to DMs and messages across social platforms, all managed from one place. Billing for the Omnichannel add-on is based on AI Resolutions — the number of conversations the AI fully resolves across those channels.
P
Promotions A screen in the Rep Console where you can configure special offers and discounts for the AI to surface during shopper conversations — such as coupon codes or limited-time deals — beyond what's available on your website. Promotions allow you to direct the AI to proactively share or apply offers at the right moment in a conversation.
R
Rep Console Your Rep dashboard at app.hellorep.ai. The central hub for managing your AI Concierge, reviewing conversations, training your AI, and viewing analytics.
Rep Inbox ⭐ (Paid add-on) A paid add-on that gives you a built-in helpdesk inside the Rep platform. Rep Inbox manages support tickets, conversation routing, agent workflows, and automation — all connected directly to the same AI system powering your chat widget. It's designed for teams that want to handle sales and support from one unified place, without needing a separate helpdesk tool.
Rescue Algorithm™ Rep's proprietary AI drop-off detection engine. It identifies shoppers who are disengaged or about to leave your store and proactively initiates a conversation to re-engage them.
Returning Customer A shopper who has previously completed a purchase in your store. Because they have a Shopify account and purchase history, Rep AI can recognize them (when logged in) and tailor the conversation with relevant context — such as skipping information it already has on file.
Returning Visitor A shopper who has visited your store before but has not necessarily made a purchase. Rep AI identifies returning visitors primarily through browser cookies or a Shopify login. If a shopper is logged into your Shopify store, that connection is the most reliable signal. If they are not logged in, Rep relies on cookies — meaning recognition can be lost if cookies are cleared or the shopper switches to a different browser or device.
ROI (Return on Investment) calculated from AI-Generated Sales revenue relative to subscription cost.
S
Sales Skills AI-driven proactive selling features that identify sales opportunities and engage shoppers with timely recommendations. Configured under AI Training > Sales Skills. Powered by Rep's Rescue Algorithm™.
Search Bar A Rep AI widget option that embeds a conversational AI-powered search bar directly on your storefront. Rather than a traditional keyword search, it allows shoppers to describe what they're looking for in natural language and receive dynamic, AI-guided product recommendations and results.
Shopper The visitor or customer interacting with your Rep AI Concierge on your storefront.
Shopper Intelligence An Insights feature that provides a breakdown of customer behavior, drop-off reasons, emotional sentiment, common intents, and pain points from shopper conversations.
Sources Tab Located next to the Explanation Tab inside any conversation, the Sources Tab shows exactly which information sources the AI used to generate a response. Possible sources include: your store website, Custom FAQs, File Sources, URL Sources, AI General Knowledge, and Further AI Instructions. Use this to understand why the AI responded a certain way and identify what to adjust.
Suggestion Chips Clickable prompt buttons displayed in the Rep chat widget that shoppers can tap to quickly start a conversation or navigate common topics.
Support Skills Automated workflows that handle common support scenarios — like order tracking, returns, and email questions — without human intervention. Configured under AI Training > Support Skills.
T
Test & Train A Rep Console feature that lets you simulate shopper conversations to preview and correct your AI's responses before they happen live.
Tone of Voice A configuration field in AI Training > AI Personality where you describe your brand's communication style using up to four adjectives (e.g., "friendly, concise, knowledgeable, warm"). Rep uses these adjectives to shape how the AI expresses itself in every shopper conversation. Using more than four adjectives may cause responses to become longer than desired.
U
URL Sources web pages or links included in Rep's Knowledge Base. By default, the AI is already trained on the entire website, excluding blog pages. Those or any other external URL can be added to enrich the AI's knowledge. URL Sources be customized under AI Training > Knowledge Base > URL Sources.