Welcome to Rep AI — let's get you set up for success! This guide walks you through the key configuration steps to make the most of your Rep AI account in your first 30 days.
When you first join the Rep AI platform, Rep AI will guide you through a Get Started checklist. You can revisit the steps below at any time to fine-tune your setup — so bookmark this page and come back whenever you need it.
Step 1: Set the Tone of Voice
Rep should sound like your ideal team member. Your brand's tone of voice is configured automatically by default, but it's worth taking a moment to make it truly yours. Navigate to AI Training > AI Personality and enter up to 4 adjectives in the Describe your brand's tone of voice field. Heads up: using more than four adjectives can lead to longer-than-desired responses, so keep it focused!
Step 2: Set the Level of Response Detail
Short and snappy, or thorough and detailed? Choose how your AI Concierge responds by going to AI Training > AI Personality and selecting either Detailed or As short as possible. The default is As short as possible — make sure it matches your customers' expectations.
Step 3: Give Rep General Instructions
Think of Rep as a brilliant new team member who's already read your entire website and knowledge sources. The Further AI Instructions section at the bottom of AI Training > AI Personality is where you share the insider knowledge — internal policies, brand guidelines, anything you wouldn't post publicly but would expect your team to follow. These instructions stay in sync with the AI Instructions field on AI Training > Test & Train, so updating one updates the other automatically.
Step 4: Configure Integrations
Rep plays well with others. Connect your existing tools — CRM, email marketing platform, helpdesk, and more — by navigating to Settings > Integrations. Enabling the right integrations is what transforms Rep from a great chat widget into a true part of your daily workflow.
Step 5: Define Language Settings
Serving a global audience? Rep has you covered. Go to Settings > General and choose how your AI Concierge handles language:
- Store's Language – Responds in the language set for your store (determined by your domain, by default).
- Customer's Browser Language – Detects and responds in the customer's web browser language.
- Customer's Preferred Language – Greets customers in your store's language first, then seamlessly switches if they reply in a different one.
Step 6: Customize Your Sales Skills
For Sales and Concierge plans:
This is where Rep really starts to shine. Your Sales Skills are organized and enabled by default, allowing Rep to step in at exactly the right moment in the shopping journey — re-engaging hesitant shoppers and nudging them toward conversion with perfectly timed, contextual assistance.
Head to AI Sales > Sales Skills, click Settings for each skill, and scroll to Additional instructions to tailor how Rep engages your shoppers. You can also customize the Suggestion chips to add hardcoded buttons that match your brand's voice and goals.
Step 7: Activate Your Abandoned Carts Sales Skill
For Sales and Concierge plans:
The Abandoned Carts skill is the only Sales Skill that requires a one-time activation before it goes live, so you can make sure it aligns perfectly with your desired customer experience. Go to AI Sales > Sales Skills, click Activate under Rescue Abandoned Carts, and follow the setup wizard. Merchants consistently report a massive uplift from this one!
Step 8: Set Up Your Support Skills
For Support and Concierge plans:
Ready to let Rep handle support like a pro? Go to AI Support > AI Support Skills to activate your Support Skills. A quick wizard will guide you through the setup — Rep will ask you a few questions to make sure everything is configured just right.
Step 9: Activate Marketing Power-Ups
Connected a marketing integration? Go to Settings > Integrations, click your marketing integration, and hit Add power-up for Subscribe & get a discount to start growing your subscriber list with Rep AI.
Klaviyo users, you're in for a treat. You can also:
- Add the Notify me when back in stock power-up to subscribe customers to a waitlist automatically.
- Sync conversation activity to send AI conversation events to Klaviyo customer profiles, complete with links to view full chat transcripts.
- Enrich customer properties — Rep analyzes conversations to detect customer preferences and automatically syncs them to Klaviyo profiles for smarter, more targeted marketing.
Step 10: Customize your Widget's Menu and Buttons
Go to Settings > Chat Widget> Menu to personalize your chat widget’s Top Menu and Bottom Menu shortcuts. Use these options to highlight important prompts and guide shoppers toward the actions you want them to take.
Step 11: Add Inline PDP and Search Bar Widgets
Last but definitely not least — two powerful additions that take your customer experience to the next level. Head to Settings > Chat Widget > Embedded Widgets to implement the Inline PDP Widget and AI Search Bar Widget. Both have been shown to meaningfully boost engagement and ROI. Don't leave these on the table!
Step 12: Invite Your Team Members
Now that you’ve completed the key setup steps, invite your team members to start benefiting from improved efficiency and AI-powered support.
Go to your Team Account page and invite your team members. Choose their role based on the level of access they need:
- Admin – Full access to settings and account management.
- Agent – Access to view and interact with conversations only.
Once invited, each team member will receive an email prompting them to create their user account and join your workspace.
Need help or advice? We're always here — reach out at: support@hellorep.ai