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Customer messages

Answer customer messages automatically

An assistant answers DMs on Instagram, Facebook Messenger, WhatsApp and TikTok, using your facts and your way of talking. When a message needs a person, it hands the conversation to you.

Say this

Set up automatic replies for my Instagram DMs.
Here's our price list and FAQ. Use them for the replies.
Test it: how would you answer "Do you deliver to Penang?"
Reply in English and Bahasa Melayu.
Don't reply between 11pm and 8am.
Pause automatic replies on WhatsApp.

How setup works

  1. Your AI app reads what's already set up, so it never overwrites your answers by accident.
  2. It asks for what you already have: a price list, menu, FAQ, your website, or a few past customer chats. The replies are built only from that.
  3. It asks about the gaps: refunds, complaints, delivery areas, anything with a date. For each one, you give the answer or say "send those to me".
  4. It saves your playbook, switched off, and reads it back to you. A playbook is the set of facts and rules the assistant answers from.
  5. It tests a few sample messages. Nothing is sent to anyone. You see each answer and ask for changes.
  6. It asks: "Switch automatic replies on now?" Only a clear yes switches them on.
  7. You name the accounts. Any account you don't name stays silent.

What the assistant handles

  • Text messages, and photos, voice notes and short videos where the platform passes them on. Anything it can't open is noted in the conversation, not guessed at.
  • The languages you choose.
  • Your tone, from two or three example replies you give it.

When it hands over to you

  • Topics you choose. Refunds or complaints, for example. The assistant stops and the chat waits for you.
  • Questions your playbook doesn't cover. It hands those over instead of making something up.
  • When you reply yourself from the Instagram, Facebook, WhatsApp or TikTok app, the assistant steps back from that one conversation. Hand it back when you're done.

Turn on phone alerts so you hear about these straight away.

Quiet hours

You can set hours when the assistant stays silent. Messages that arrive then are not answered automatically.

TikTok has stricter rules

It must be a TikTok Business account. The customer has to message you first, and a reply is only possible within 48 hours of their last message. A chat that goes unanswered for these reasons isn't a fault.