Automating replies

Automation does the routine work: the AI assistant answers questions, and action triggers run "when this happens, do that" rules. Open Automation.

AI assistant

• Enable AI assistant — turn the assistant on or off.
• How it delivers replies — Autopilot (sends its own messages) or Copilot (drafts for you to confirm).
• Message tone — Friendly, Professional or Concise.
• Business knowledge / FAQ — paste facts (hours, policies, specialities) the AI should know; up to 4000 characters.

The assistant works on WhatsApp, Instagram and Messenger. On WhatsApp it can run the full ordering flow (catalog, cart, checkout); on Instagram and Messenger it answers in text with tappable quick replies and, when a customer asks about an item, product cards — and hands off to you (pausing autopilot for that chat) when a real person is needed. Your Enable / Autopilot-vs-Copilot / tone / knowledge settings apply to every channel. Tip: set ice breakers and a persistent menu (and, on Messenger, a Get Started button + greeting) so new DMs start with tappable questions.

Action triggers

Each rule is WHEN an event happens → IF conditions match → THEN run steps (with optional OTHERWISE steps).

• WHEN (events) — order placed/paid/cancelled/stage entered; booking created/confirmed/completed/no-show/cancelled; new customer; chat keyword/first-contact/human-request; Instagram message/comment/story-reply/referral; and scheduled events (customer inactive, booking upcoming, birthday).
• IF (conditions) — order total/items/status, customer total orders/spent/repeat/tag, booking kind/amount/party size, or message text; combined with all (AND) or any (OR).
• THEN (steps) — send message/template/flow/image/product/coupon/invoice, request payment, notify staff or email the owner, hand off to a human or resume the bot, set order status/stage or booking status, add/remove a tag, call a webhook, or wait N minutes.
• Cooldown — limit how often one customer can trigger the rule (off, 1h, 6h, 1d, 3d, 7d).

Use the built-in test panel to dry-run a rule before you rely on it. Action triggers are a paid add-on.