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  • Rep Product Updates & News: February 2024

Rep Product Updates & News: February 2024

New pricing plans | A faster Rep | Tip: Perfecting brand voice | AI training UI update | We updated our NLU

It’s almost March, and the Spring is nigh, meaning something new is coming. More on that later.

Today, we’ve got something new and fast:

Table of Contents

New pricing plans

First, we launched a new pricing plan called Launch.

Take a look:

You’ll notice that we’ve also added a limit on the number of products per plan. For our Launch plan, you can have up to 500 products (and 3,000 visitors per month).

We also went away from counting sessions to counting site visitors. Why? Well, one visitor could have multiple sessions on your store, with each visit adding to your total session count.

Not anymore. Now, those won’t get counted, and it’s a true 1:1 ratio. Hope that warms your soul.

Here’s the rest of our plans, including total visitors and total number of products per plan:


  • Up to 10k visitors per month

  • Up to 1,000 products


  • Up to 25k visitors per month

  • Up to 2,000 products


  • Up to 50k visitors per month

  • Up to 5,000 products

Standard Plus

  • Up to 80k visitors per month

  • Up to 10,000 products


  • Up to 125k visitors per month

  • Up to 25,000 products

Pro Plus

  • Up to 180k visitors per month

  • Up to 50,000 products


  • Up to 250k visitors per month

  • Up to 100,000 products

Advanced Plus

  • Up to 500k visitors per month

  • Up to 200,000 products


Just call us 😉 

Again, everyone gets the same advanced AI, the same features, the same functionality, etc. No hidden features, no special features (it’s already special).

As you scale your business, we’d love to scale with you. Finally there’s a plan for every budget.

The need for speed

Let’s talk about speed. First, with AI responses.

AI responses

In January’s newsletter, I also talked about the AI Answer Ratio which is the AI’s ability to give a solid response instead of a “fallback”. Fallbacks occur when the AI doesn’t know and says, “I don’t have an answer for that.”

Our team improved the AI’s response ratio by a whopping 33%, landing around an 85% answer ratio. That means that roughly 8 out of 10 times, the AI gives a solid answer to shoppers.

And since last month, we’ve improved it from 85% to 91%, so now, 9 out of 10 times, the shopper will get a solid answer to their query.

Olivia Benson Growth GIF by Law & Order

So, if you receive fewer human support requests and see better responses in your conversations, please let us know. And if you notice any funny business, please email us at [email protected].

Where was I? Oh right, SPEED! Want some more?

Faster web client (aka the chat widget)

Nobody wants a slow site experience. If you ever went on https://pagespeed.web.dev/, you probably saw Rep, along with your fave eCommerce tools that we won’t name, hogging up some resources and slowing your site down.

This was not the top 10 list to be proud of. So we fixed it.

Using some fancy schmancy tricks from our dev team, including caching and lazy loading, we finally got removed from that list.

Every little bit helps, and site speed still significantly impacts site conversions.

Every millisecond counts (data from CloudFlare)

Optimizing Rep’s performance is ongoing. Count on that.

User Interface Improvements

AI Training

AI Training plays a major role in how well your AI performs, so we want to make sure your experience with our user interface is easy and fast.

In light of that, we decided to break AI Training into multiple screens so it doesn’t feel cluttered.

That means separate pages for:

  • AI personality

  • File sources

  • URL sources

  • And Custom FAQs

More focused AI training

Targeted FAQs

Sometimes, you want your FAQs targeted to a specific product page exclusively. And sometimes, you want to recommend specific products from a specific FAQ. Well, now you can do both.

To target FAQs toward a specific product page (and no other), just go to Custom FAQs under AI Training and click on any FAQ, and you will see two new options.

  1. Applied to a specific PDP (that’s product page, for you non-technical folk)

  2. Recommend a product with this answer

So, when people ask a question on a specific product page, they can get a more targeted, specific answer. Awesome.

And if find that you’re getting a lot of questions such as, “Do you have comedic albums?” then you can use this particular FAQ to recommend George Carlin’s greatest hits to them.


Searchabilties (I know it’s not a word)

Under AI Training, you can now search on the following screens:

  • File sources

  • URL sources

  • And Custom FAQs

So, if you happen to upload a ton of files and have a ton of FAQs or URL sources, then it will be much easier to find, change, download, etc.

Thanks to all the merchants who provided feedback and suggested some of these awesome features. If you have any more you’d like to share, just leave a comment in this newsletter. Gracias.

What’s coming up?

March is an important month for us. We’re finally unveiling CABBE, our integrated AI model built exclusively for eCommerce. Look out for that.

We’ll also unleash the complete multilingual superpowers soon. After we conduct some rigorous testing, we’ll let you have at it.

And a few more surprises coming your way.

Tip of the day: perfecting brand voice

If you really want your Concierge to have a unique personality or voice, consider a different prompt from the typical “Professional, friendly, and supportive” approach.

Use personas instead.

What do I mean? On your AI Personality screen, when you enter your Tone of voice, try using a persona instead of two or three generic traits. Here are some examples with the type of business, then the prompt.

Underwear Apparel:

Comfort-focused, stylish designer from Alabama.

Nootropics Supplements

Sharp, detail-oriented biohacker from Seattle.

Non-Alcoholic Beverages

Refreshing, creative mixologist from Melbourne. G’day mate!


Vibrant, fashion-conscious swimmer from Rio de Janeiro.

Adventure Apparel

Rugged, eco-conscious explorer from Colorado.

Affordable Jewelry

Elegant, budget-savvy stylist from New York.


Bold, detail-loving makeup artist from Los Angeles.

Natural Beauty and Makeup

Gentle, earth-loving esthetician from Vancouver.

Hard-to-Find Auto Parts

Resourceful, knowledgeable mechanic from Detroit.

Adult Products for Women

Empowering, discreet sexologist from Amsterdam.

And then, there’s duck-world.com.

Their prompt? “Duck puns” and it works. See below.

Again, you want your concierge to adopt your brand. Personas encompass much more than three character traits. So try it and see what happens.

If you love the results, share them with us. We’re always trying to find ways to make your concierge even more on-brand.

Until March.