Each channel decides what the AI does there, and which library it answers from.
- Open AI › Channels. Under Where it replies there is one row per channel. An Instagram account and a Facebook Page with the same name share a row.
- In the row’s list, choose the library the channel reads. A channel reads one library; No library means it knows nothing.
- Choose what the AI does:
- Off — your team answers. The AI stays quiet.
- Suggests — the AI writes a reply in the Inbox. Your team sends it.
- Replies — the AI answers by itself, and hands over when it isn’t sure.
- The change is saved at once. After you change the library, a green line says what changed, with Undo.
Good to know
- Start with Suggests, and move to Replies when the drafts are right.
- A channel on Suggests or Replies with No library sends every question to your team, and the row says so.
- Photos go out only with replies the AI sends by itself, on WhatsApp, Instagram, Messenger, Telegram and website chat.
- TikTok rows show TikTok auto-replies coming soon.
- While Pause everywhere is on, the rows are dimmed.