Shoppers can send Rep AI a short video to show a damaged item, a part that will not move, or an unusual product sound.
Rep AI uses visible details, movement, speech, on-screen text, and relevant sounds to help answer the shopper. Your store’s support instructions and policies still apply.
Where shoppers can send videos
Video support works through connected channels configured for AI answering:
- Your website’s Rep AI chat widget.
- Email and tickets through Rep Inbox, Gorgias, Zendesk, Freshdesk, and Kustomer.
- Instagram direct messages, Facebook Messenger, and WhatsApp.
There is no separate video setting to enable. In website chat, your existing shopper-upload setting controls whether the attachment button appears.
Salesforce Service Cloud requires the updated attachment connection setup. Contact Rep AI support to check an existing Salesforce connection.
Send a video in website chat
- Select the paperclip beside the message box. On desktop, shoppers can also drag a video into the chat.
- Choose an MP4 or MOV file. Check its name, length, and size in the preview.
- Add a question if helpful, then select Send. A text message is optional.
- Wait for the upload to finish. Progress appears in the chat, with an option to cancel.
- Read Rep AI’s reply. The sent video can also be played inside the conversation.
In email and messaging channels, shoppers attach videos using that channel’s usual controls.
Video limits
| Limit | Supported |
|---|---|
| Maximum file size | 25 MB |
| Maximum length | 60 seconds |
| Videos Rep AI watches per message | One |
| Website chat formats | MP4 and MOV |
Email services and messaging platforms may apply smaller limits. Send additional clips in separate messages.
For the clearest answer, focus the clip on the affected part and show the movement or sound that needs attention.
How Rep AI responds
Rep AI combines the video with the shopper’s message and conversation history. For example, a clip showing a zipper catching can help explain a damaged-item report.
A video does not automatically approve a refund, return, or replacement. Your store’s support rules determine the next step.
If Rep AI cannot watch a clip, it says so. It may ask for a shorter clip, a photo, or a written description, and involve your team when needed.
Troubleshooting
- File too large or long: shorten or compress the video, then attach it again.
- Format rejected in website chat: use MP4 or MOV.
- Upload failed: select Try again when available.
- “Video no longer available”: resend the clip if it is still needed.
- Repeated failures: contact Rep AI support with your store name, channel, and approximate conversation time.