Every step it takes
The automation as it opens on your canvas. Each line is a way through it; the labels say which answer takes it.
DM with keyword
Contains: help, info, faq
Ask a question
Hi there! What would you like to know? Tap a topic or type your question.
- Prices
- Shipping
- Talk to a human
Prices (Ask a question)
Send message
Our prices start at [PRICE]. Everything is listed here 👇
- See prices
Shipping (Ask a question)
Send message
We ship within 2–3 days, free from [AMOUNT].
Talk to a human (Ask a question)
Hand over to me
Pause automations for 24 h
Answered (Ask a question)
AI reply
Answer briefly and friendly. Offer to connect them with a person if unsure.
Send message
Got it, I’ll answer you personally soon.
Handed to a human (AI reply)
Hand over to me
Pause automations for 24 h
Send message
Good question! I’ll get back to you personally.
It opens as a draft
Every text is yours to change. Before it can be published, Chat asks for:
- “Message” still has a placeholder to fill in: [PRICE].
- “Message” has a link button without a link.
- “Message” still has a placeholder to fill in: [AMOUNT].
What happens, step by step
A menu with Prices, Shipping and Talk to a human, each answered by its own step. Anything they type instead goes to the AI reply, which answers from your knowledge base and hands over to you when it isn’t sure.
- 1
DM with keyword
It starts when someone sends you a message containing help, info or faq.
- 2
Ask a question
They are asked “Hi there! What would you like to know? Tap a topic or type your question.” They can tap “Prices”, “Shipping”, “Talk to a human”.
- 3
Send message
After: Prices
They get the message “Our prices start at [PRICE]. Everything is listed here 👇”. They can tap “See prices”.
- 4
Send message
After: Shipping
They get the message “We ship within 2–3 days, free from [AMOUNT].”
- 5
Hand over to me
After: Talk to a human
The automation pauses for 24 hours and the conversation is yours to answer.
- 6
AI reply
After: Answered
The AI answers from your knowledge base, in your voice, and hands over to you when it isn’t sure.
- 7
Send message
They get the message “Got it, I’ll answer you personally soon.”
- 8
Hand over to me
After: Handed to a human
The automation pauses for 24 hours and the conversation is yours to answer.
- 9
Send message
They get the message “Good question! I’ll get back to you personally.”
More in Support & FAQ
- Support & FAQOut-of-office replyAn automatic reply and an alert while you’re away. See how it works
- Support & FAQ+2Feedback surveyA rating with a follow-up for each answer. See how it works
- Support & FAQ+2Icebreaker questionsThree questions people can tap when they open your chat for the first time. See how it works
Turn comments into conversations.
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