AI Agent
How the AI behaves, set per channel and entry point: seventeen entry points, fifteen settings on each, and rules that narrow to a keyword, a post or an ad.
An agent, not a decision tree
You write who the agent is, what it may promise and how it should sound. It reads the conversation, decides what to do next and calls the actions it has — and the same surface ships as a skill your coding agent can read, so Claude Code or Codex configure it the way you would.
Answers from what it knows
The knowledge base is its brief: the business, the services, the hours, the questions it has already been asked.
Books appointments
Five levels of autonomy, from noting what the person wants to booking the slot on its own.
Hands over to a person
You describe the moment in words. The agent judges it, writes the hand-off message and assigns the teammates.
Qualifies the lead
It looks for what you asked it to look for and writes the answer to the contact’s own attributes.
Sells from the catalogue
Product and service images come with the answer the first time an item is mentioned, or only when the customer asks.
Follows up
One nudge when the conversation goes quiet, written the way you told it to write one.
The AI answers per source
One prompt for the whole bot, or a different one for Instagram ad comments. Each source carries its own instructions, hand-off policy, follow-ups and booking autonomy.
Rules narrow it to a trigger
A rule reacts to keywords, particular posts, stories, ads or ref links — up to thirty on one source — and answers differently from everything else on that channel.
Everything starts from Default
Change one setting on one source and only that setting stops following Default. The rest keeps inheriting, and one click puts it back.
Test on the real pipeline
The test chat opens a real preview conversation: the same prompts, the same AI, the same hand-off. What you read is what a customer would read.
Default, source, rule
Three levels in one direction. A value is owned where you set it and inherited everywhere under it, the page says which settings a source has taken over, and comparing tells you whether they actually differ from what they came from.
Default
What every source starts from: who the AI is, when it replies, when it hands over, what it captures. Turning Default off turns the bot’s AI off.
A source
A channel and the way the conversation started. Override what should differ there — the prompt for ad comments, a stricter booking policy on WhatsApp — and the rest keeps following Default.
A rule
Inside a source, a rule that fires on a keyword, a post, an ad or a ref link. It follows that source’s own Default, so a rule is only the part that makes it different.
Seventeen entry points across five platforms
A source is a channel plus the way the conversation started. Every one of them starts from Default, and eleven also take rules of their own.
| Name | What starts a conversation there | Rules |
|---|---|---|
| Direct messages | When a contact messages you privately | |
| Post comments | When a contact comments on your post or Reel | |
| Ad comments | When a contact comments on your ad post | |
| Story replies | When a contact replies to your story | |
| ig.me links | When a contact comes from an ig.me link | |
| Click from ads | When a contact taps an ad that opens Instagram | |
| Direct messages | When a contact messages you | |
| Click from ads | When a contact taps a click-to-WhatsApp ad | |
| Click from posts | When a contact comes from a post that opens WhatsApp | |
| Direct messages | When a contact messages your page | |
| Post comments | When a contact comments on your page post | |
| m.me links | When a contact comes from an m.me link | |
| Click from ads | When a contact taps an ad that opens Messenger | |
| TikTok | ||
| Direct messages | When a contact messages you privately | |
| Post comments | When a contact comments on your video | |
| Click from ads | When a contact taps an ad that opens TikTok | |
| Web widget | ||
| Direct messages | When a contact writes in the website chat | |
Fifteen settings on a source
Eight of them are on every source and every rule. Triggers belong to the rules, and the comment replies to the sources that have comments.
| Triggers | What narrows a rule to some conversations and not others. |
|---|---|
| Look for keywords | Which comments this rule reacts to. |
| Posts | Only comments on these posts — or on every post. |
| Stories | Only replies to these stories — or to every story. |
| Ads | Only contacts who came from these ads. |
| Ref links | Only contacts who came through these ref links. |
| Replying | |
| AI instructions | What the AI knows about this source and how it answers. |
| When AI replies | Whether the AI answers around the clock or only when nobody on the team is at work. |
| Message delays | Short pauses between messages so replies read like a person typing. |
| Comments | |
| Public comment replies | The reply the AI posts under the comment itself. |
| Reply in DMs | The direct message the AI sends to someone who commented. |
| Sales and bookings | |
| Images | When the AI attaches product or service images from the catalogue. |
| Booking rules | How far the AI goes on its own when someone wants an appointment. |
| People | |
| Switch to human agents | When the AI hands a conversation to a teammate, and to whom. |
| Lead qualification | What the AI asks for and where it stores the answer. |
| Send follow-ups | A nudge when the person goes quiet. |
Six starters
A new rule can begin from one of these instead of a blank prompt.
| Keyword comment, then a DM | A comment containing price, cost or how much gets a short public reply, and the AI answers the rest in a direct message. |
| DM everyone who comments on a post | Every comment on the posts you pick gets a private AI reply and nothing public. |
| Story reply keyword | Someone answers yes or me to a story — a poll, a waitlist, a giveaway — and the AI takes it from there. |
| ig.me / m.me campaign link | One link per campaign: every chat that starts from that ref lands on this rule. |
| Click-to-WhatsApp ad | Every chat opened from a click-to-WhatsApp ad, with one nudge if the person goes quiet. |
| TikTok viral video | Comments containing price or link get a public AI reply pointing at the profile link. |
What it holds
The ceilings the API enforces, checked before a save rather than after it.
| Rules on one source | 30 |
| Keywords in a rule | 50 |
| Posts, stories or ads in a rule | 50 |
| Ref links in a rule | 20 |
| Hand-off rules | 20 |
| Lead captures | 40 |
| AI instructions | 5,000 characters |
| Reply and follow-up prompts | 3,000 characters |
| Exact reply text | 1,000 characters |
| Images per catalogue item | 0–10 |
FAQs
A channel plus the way the conversation started — Instagram post comments, a click-to-WhatsApp ad, the website widget. There are seventeen across five platforms, and each carries its own settings on top of the Default they all start from.