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Automation & AI

AI Auto-Reply Bot

An AI-powered bot that automatically replies to customer messages, with your own instructions and per-contact control.

Last updated 2026-08-14

Turn on an AI assistant that automatically replies to incoming customer messages, using recent conversation history for context and your own written instructions to shape its tone and behavior. It's off by default, and you stay in control of exactly when it responds.

Turn the AI bot on

Enable automatic AI replies for your whole account.

  1. Go to Automation from the left menu.
  2. Turn on the "AI bot enabled" toggle.
  3. Save.
The bot only replies within the 24-hour reply window, same rule as a normal text message — it never sends outside that window.
A keyword-triggered campaign (see Campaigns) always takes priority over the AI bot if both could apply to the same message.

Custom instructions

Write free-text instructions telling the bot how to behave — your business's tone, what it should and shouldn't say, common answers, etc.

  1. Go to Automation from the left menu.
  2. Fill in the instructions text area with guidance for the bot.
  3. Save.

Choose the AI model

Pick which AI model powers the bot's replies.

  1. Go to Automation from the left menu.
  2. Choose a model from the dropdown.
  3. Save.

Turn the bot off for one contact

Even with the bot enabled account-wide, you can turn it off for one specific contact who should always be handled by a human.

  1. Open that contact's conversation in the Inbox.
  2. Expand "Contact details".
  3. Turn off the AI auto-reply toggle for that contact.
This defaults to "on" (follow the account-wide setting) for every contact, so turning the bot on doesn't require touching each contact individually — you only need to opt specific contacts out.

AI replies are labeled

Any message the AI bot sends is visibly marked in the conversation thread, so your team can always tell an AI reply apart from one a human typed.

Frequently Asked Questions

Will the AI bot reply outside the 24-hour window?

No — the AI bot follows the same 24-hour reply rule as a normal text message and won't attempt to reply once that window has closed.

Can the AI bot help with orders, carts, or checkout?

Not yet — that capability depends on a store integration (Shopify/WooCommerce), which isn't available yet. See Shopify & WooCommerce Integrations.

Can the AI bot understand images or voice notes directly?

Voice notes are transcribed to text first, and the bot replies based on that transcript — see Voice Note Transcription & Spoken AI Replies. Understanding image content directly isn't available yet.

Is there a spending limit on AI replies?

Not currently — there's no built-in spend cap on AI usage beyond turning the bot off manually. Keep this in mind if you enable it for a high-volume account.

Can I have both the AI bot and keyword auto-replies running at once?

Yes — if both are set up, a matching keyword trigger (see Campaigns) always takes priority for that specific message; the AI bot only responds when no keyword trigger matches.

Ready to Get Started?

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