Guide
How Rep AI compares, in detail
Rep AI (hellorep.ai, styled “REP AI”) is an AI sales and support agent for Shopify, with WooCommerce and Salesforce Commerce Cloud support. Don’t confuse it with Rep.ai, formerly ServiceBell, which was a B2B video-chat tool. Several “Rep.ai alternatives” articles in search results cover that other product.
Rep AI’s main idea is proactive selling. Its behavioral AI watches for hesitation, product comparisons, repeat visits, and signs that a shopper is about to leave, and then it opens a conversation. On the support side it can:
- track orders
- handle returns through Loop
- cancel orders
- change unshipped addresses and variants
- manage Recharge subscriptions
It’s a capable product. Most merchants who look for alternatives are reacting to how it’s priced. Fetchply publishes this guide. Rep AI details come from hellorep.ai, its help center, and its Shopify App Store listing, checked on November 9, 2026.
What Rep AI does well
- Proactive selling. Rep starts conversations based on behavior, lets you build custom proactive skills, and holds back a share of sessions so you can measure lift against a control group.
- Shopping actions. Shoppers can add items to the cart and change them from inside the chat, and can shop by uploading a photo.
- Order actions. The agent can make pre-shipment swaps, cancel orders, process returns through Loop, and change Recharge subscriptions.
- Clear attribution. Rep’s help center says a sale counts only when it happens in the same session and Rep’s AI judges that the chat helped. Chats that were only greetings or were handed to a human don’t count.
- Hands-on onboarding. Many App Store reviews name a customer success manager. The listing shows 4.5 stars from 125 reviews.
Why merchants look for Rep AI alternatives
1. Every visitor counts toward the bill
Rep AI bills by monthly website sessions, whether or not a visitor ever opens the chat. Published entry prices:
Scroll sideways to see every column.
| Plan | From | Sessions included |
|---|---|---|
| Sales | $12 a month | 3,000 |
| Support | $49 a month | 10,000 |
| Concierge (sales and support) | $130 a month | 10,000 |
Extra sessions cost $12 per 1,000.
2. The widget can switch off
Rep’s help center says the widget is disabled until the next billing cycle if you go over your session limit without turning on overage. One App Store reviewer on an annual plan says the app shut off after eight months because of view limits.
3. Several meters stack up
Each of these is billed separately from sessions:
- Email, Instagram, Messenger, and WhatsApp AI: an add-on at $0.75 per AI-resolved conversation. Resolutions beyond the bundle cost $1.20.
- Rep Inbox (beta): $20 per seat per month, plus ticket tiers.
- Expert add-ons: some are $200 a month each.
4. Answers can be wrong while the AI is learning
A minority of 2024 to 2025 reviews describe confident but wrong, or looping, answers before the AI was trained.
5. Attribution is worth checking
Rep’s help article uses same-session attribution. A November 2026 Rep comparison post mentions a 24-hour window. Ask which rule applies to your dashboard.
What happens to each bill when traffic doubles
Here is a store on Rep’s Concierge plan at 10,000 sessions a month. A paid campaign doubles traffic to 20,000 sessions, but most of those new visitors only browse.
Scroll sideways to see every column.
| Item | Normal month | Campaign month |
|---|---|---|
| Sessions | 10,000 | 20,000 |
| Chats (assumes 2% of sessions, then 1.5% of campaign traffic) | 200 | 300 |
| Rep AI Concierge | $130 | $130 + 10,000 × $12 per 1,000 = $250, if overage is on |
| Fetchply AI messages (assumes 4 replies per chat) | 800: Starter, $18 | 1,200: Starter, $18 |
The chat rate and replies per chat are illustrations. Use your own analytics. The table shows how the two products are built differently:
- Rep AI charges for the chance to engage every visitor. That makes sense when its proactive engine is what starts the chats.
- Fetchply charges for the replies its agent sends. Traffic that never chats costs nothing.
The pricing model that suits you depends on how much of your chat volume Rep’s proactive outreach creates on its own. If its holdout data shows strong lift, session pricing may be money well spent.
How Fetchply compares with Rep AI
Scroll sideways to see every column.
| Item | Rep AI | Fetchply |
|---|---|---|
| Billing unit | Website sessions, plus per-resolution fees for omnichannel AI | AI messages (agent replies). Visitors and human replies aren’t counted |
| Proactive engagement | Behavioral AI triggers, custom proactive skills, holdout testing | Page-based proactive messages after a visitor lingers. No behavioral model. Clicks are tracked, but sales aren’t attributed |
| Product discovery | Recommendations, photo search, cart editing in chat | Live-catalog recommendations, product cards with Add to cart on Shopify storefronts |
| Order help | Tracking, cancellations, address and variant changes, Loop returns, Recharge | Shopify and WooCommerce lookups with verification and live shipment updates. No built-in write actions |
| Channels | Web, plus email, Instagram, Messenger, and WhatsApp as a paid add-on | Website chat, WhatsApp, Instagram, Messenger, Slack, Discord, and business email on every plan |
| Human handoff | Rep Inbox (beta, per seat) or a helpdesk such as Gorgias or Zendesk | Omnichannel inbox with live takeover; team seats included in each plan |
| When limits are hit | Widget disabled unless overage is on | AI pauses; conversations go to the inbox for your team |
| Trial | 14 days, no card | Ongoing free plan; 7-day trial on paid plans through the Shopify App Store |
When Rep AI is the better choice
- Proactive outreach based on behavior is the main reason you want chat, and you’ll measure it against a holdout group.
- You sell considered purchases where shoppers hesitate, such as sizing, compatibility, or bundles.
- You want the agent to cancel orders, swap items, and manage Recharge subscriptions.
- Your traffic is steady and a high share of visitors chat.
When Fetchply is the better fit
- Your traffic is spiky or comes mainly from paid ads, and you don’t want visitors who never chat to set the bill.
- WhatsApp and Instagram matter as much as your website, and you want them included without a per-resolution fee.
- Your team replies to customers itself and needs a shared inbox with seats included.
- You want the AI to keep running when limits are reached, with conversations handed to people.
- You also run a WooCommerce store or a non-Shopify site, and want product recommendations there too.
Before you switch
- Ask Rep for your holdout lift report. If proactive chats clearly add revenue, put a value on that before you move.
- Recreate proactive triggers as page-based proactive messages in Fetchply, and expect them to behave differently.
- List which order actions customers use. Fetchply’s team will handle cancellations and swaps from the inbox unless you build a Function.
- Note your contract renewal date. Rep’s yearly plans prepay for the session pool.
- Test 20 real pre-sale questions and 5 order questions on both tools. If you are also weighing reply-based pricing, see our Zipchat alternatives guide.
Traffic up, chats flat?
Start Fetchply’s free plan, then check its usage meter against your Rep session count after one campaign.
Start the free planSources
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