When a shopper reacts to a message in an Instagram DM, Facebook Messenger, or WhatsApp conversation, Rep AI shows the emoji on the message they reacted to. Your team can see the shopper’s response while reviewing the conversation.
View a reaction
- In the Rep AI Console, open Conversations and select an Instagram, Messenger, or WhatsApp conversation.
- Look for the emoji badge on a message. Hover over it, focus on it with a keyboard, or tap it on a touch screen to see who reacted and when.
- If your team handles the conversation in Rep Inbox, open its ticket thread to see the reaction there too.
A shopper can react to an AI reply, a team member’s reply, a product card, or their own message. If they change their reaction, the badge shows the new emoji. If they remove it, the badge disappears.
Sometimes Rep AI can receive a reaction without being able to identify its original message. In that case, the conversation shows a row saying “Shopper reacted to a message” instead of a badge.
Reactions help your team understand a shopper’s response. A reaction alone does not prompt an AI reply or change a Rep Inbox ticket.
If a reaction is missing
- Check that the Instagram, Messenger, or WhatsApp channel is connected to Rep AI.
- For Instagram or Messenger, reconnect the affected account if reactions remain missing, or ask support to check its connection.
- A reaction to an older message may appear as “Shopper reacted to a message” because the original message cannot be matched.