Understanding Your AI Maturity Score

What is the AI Maturity Score?

The AI Maturity Score shows, at a glance, how fully you've set up and activated Rep across your store. You'll find it at the top of your Rep AI homepage, and as a compact card at the bottom of the left navigation menu on every Console page. The more of Rep's capabilities you turn on, the higher your score — and the more value Rep delivers for your sales and support.

Think of it as a guided checklist: it shows what you've already activated, what's left, and exactly which step to take next.

How your score works

You earn points by activating features and completing setup steps. Each step is worth a set number of points, shown as a +points badge next to it.

Your score is shown as a percentage of your maximum — the total points available to your store. Some steps only apply to certain stores (see Steps that don't apply to your store below), so your maximum reflects your setup and can differ from another store's.

Your points are grouped into three categories:

• Foundation — the essentials that teach Rep about your brand: personality, tone of voice, logo, standing AI instructions, your own knowledge sources, your chat's default view, your first integration, and your team.

• Sales — features that help Rep drive revenue: product-page and search widgets, cart recovery, back-in-stock flows, subscriber capture, product details, reviews, promotions, and marketing integrations.

• Support — features that help Rep resolve customer questions: Support Skills, AI email answering, help-center import, AI replies on social channels, loyalty, and keeping on top of the insights Rep surfaces for you.

The full list of steps is in The complete checklist below.

Your maturity tier

Your tier is based on the share of your maximum you've reached:

Your current tier is shown as a badge next to your score, and the progress bar marks where each tier begins. Open the full breakdown to see the Your tier panel, which lists all four tiers and marks yours with You're here.

Because tiers are a share of your own maximum, a step that's left out for your store never holds you back.

Seeing how you compare

Below your score you'll see how you stack up against other stores using Rep — for example, "You're ahead of 60% of similar stores." — along with how much further you need to go to reach Expert. This line appears once there are enough stores to compare against.

Working through your steps

On your homepage, the score widget shows one category at a time, opening on the first category that still has something left to do.

• Your next step is highlighted. In each category, the first step you can act on right now is marked with a play icon. Click any other step to look at it instead.

• Collapsed categories show what's next. A category you haven't opened shows its next step and points (for example, Next: Search Widget +8) and how many of its points you've earned.

• Steps are ordered by what you can do. Steps you can act on now come first, then steps that need something else first, then steps you've completed.

• Completed steps are tucked away. They sit behind a Completed toggle with a count, so your list stays focused on what's left. Open it any time to review them.

• Finished categories say so. When every step in a category is done, you'll see a "[Category] complete" message with the points you've earned.

Taking action

Click a step to see its task card, which shows:

• A short title describing the opportunity

• A one-line explanation of what it does and why it matters

• A +points badge showing what you'll earn

• An action button (such as Configure, Connect, Enable Skill, or Add a source) that takes you straight to the right place to turn it on

Recently launched capabilities show a New badge, and steps you haven't activated yet show Not Installed. Once a step is done, its card shows Completed and the points you earned.

Steps that need something first

A few steps depend on another setup being completed first. These show a lock icon and a short note explaining what's needed — for example, "Connect Klaviyo integration first" — so you know the exact prerequisite. Locked steps aren't counted in your "items need attention" number until you can act on them.

Steps that don't apply to your store

Some steps only make sense for certain stores, and they're left out of both your score and your maximum when they don't apply:

• Virtual Try-On is counted for apparel stores only.

• Help Center Import isn't counted for stores using Gorgias as their helpdesk.

When this applies to you, the widget shows a short note such as "Virtual Try-On isn't counted in your total — it applies to apparel stores only."

The complete checklist

Point values shown in your Console are always the current ones. A store where every step applies has 155 points available in total.

Foundation

Sales

Support

Ongoing steps

Three Support steps — FAQ Suggestions, Unhelpful Conversations, and AI Recommendations Reviewed — reflect work that keeps arriving. When new questions, unhelpful conversations, or recommendations come in, the step returns to your list until you've dealt with them. Checking in on these regularly keeps your score steady.

See your score from any page

A compact AI Maturity Score card sits at the bottom of the left navigation menu, so your score travels with you wherever you are in the Console.

The card shows three lines:

• AI Maturity Score — the card's title.

• Your score and tier — your points out of the maximum available to your store (for example, 62 / 152), followed by your current tier: Beginner, Intermediate, Advanced, or Expert.

• What needs your attention — a line such as "4 items need attention" with a red count badge beside it. This counts only the steps you can act on right now; steps still waiting on a prerequisite aren't included.

The card's colour follows your tier and moves up as you progress — grey at Beginner, blue at Intermediate, green at Advanced, and Rep's violet at Expert. The red badge is a separate signal: it's the only part of the card that flags something to do, so the card itself never turns red because of your score.

When you're all caught up

When no steps are waiting on you, the card turns green, shows a checkmark, and reads All set next to your score. The items line and the red badge disappear.

Opening the full breakdown

Click anywhere on the card, from any Console page, to open the full AI Maturity Score view. It shows your score, your Your tier panel, your comparison against other stores, and all three categories side by side — each of which you can open to see every one of its steps as cards. Close it with the X or by clicking outside, and you stay exactly where you were. If you activate something while the breakdown is open, the card picks up your new score and tier as soon as you close it — no page refresh needed.

When the menu is collapsed

Collapse the navigation menu and the card becomes a single hexagon tile in your tier's colour. A small red dot appears on it whenever you have items needing attention. Hover over the tile to see the full details — your score, your tier, and your item count — and click it to open the breakdown, just as you would the full card.

On tablets and smaller screens

On narrower screens the navigation menu is tucked away. Open the menu and you'll find the card at the bottom, behaving exactly as it does on desktop.

If the card shows "Unavailable"

Now and then your score can't be loaded — a brief connection hiccup is the usual reason. The card shows a dash, the word Unavailable, and a refresh icon (on the collapsed menu, a grey tile). Click it to try again. Nothing about your score or your setup changes while this is showing.

If you don't see the card

While your store is still working through its initial setup steps, the homepage and navigation menu show your setup tasks instead of the score. Once setup is complete, the score appears.

Troubleshooting

My score went down, but I didn't change anything.
Your score is recalculated every time you load your homepage. It can dip when one of the ongoing Support steps has new items waiting for you, when a feature was turned off or an integration disconnected, or when Rep adds a new step to the checklist — which raises your maximum. Open the breakdown to see which steps are waiting.

I have a Support Skill live, but the Support Skills step isn't complete.
This step needs at least two different Support Skills live at the same time. Turn on a second skill and the step completes.

My store sells apparel, but I don't see Virtual Try-On.
Virtual Try-On is counted for stores registered as apparel. If your store sells apparel and the step isn't showing, contact our support team and we'll update your store type.

I invited a teammate. Do they need to accept first?
No — the step completes as soon as the invite is sent.

I added pages when I signed up. Why isn't Knowledge Base Extended complete?
This step counts the sources you add yourself afterwards. Add a page link or upload a file under your AI training settings to complete it.

Tips for raising your score

• Start with Foundation. These steps teach Rep about your brand and make every other feature work better.

• Follow the highlighted step. Each category points you to the next thing you can do, so you don't have to guess where to begin.

• Keep an eye on the sidebar card. It shows how many steps you can act on right now, from whichever page you're working on.

• Check back regularly. The ongoing Support steps refresh as new insights arrive, and new capabilities join the checklist as Rep releases them.

Why it matters

Most stores only ever use a fraction of what Rep can do — and leave real sales and support savings on the table. Your AI Maturity Score makes that gap visible and gives you a clear, prioritized path to closing it, so you get the full value of Rep without needing a specialist to guide you.