DM automations
Let the AI reply to, draft, sort, and assign direct messages for each connected account.
DM automations decide what happens when a new direct message arrives: an AI reply, a draft for your team, an assignment, and more. You set them up separately for each Instagram, Facebook, and WhatsApp account.
Open DM automations
- Go to AI Assistant > Automation > Socials.
- Pick the account in the sidebar.
- Click the Direct Messages tab. WhatsApp accounts only have this tab.
Owners and members with the Manage connected pages permission can change these settings.
Choose which DMs to automate
Each account has a card per group of messages:
| Card | Applies to |
|---|---|
| General DM Automation | Every direct message |
| Needs Reply DMs | Only DMs the AI identifies as needing a reply |
| One card per DM Smart Label | DMs with that Smart Label |
Actions on General DM Automation also apply to the other cards and show there as From all. Turn a card's switch off to pause everything on it.
Add an action
- On a card, click Add action.
- Pick the action.
Changes save as you make them. To remove an action, click the X on it.
| Action | What it does |
|---|---|
| Auto Reply | Sends an AI reply |
| Auto Draft | Writes an AI reply for your team to review in the inbox |
| Assign to team | Assigns the DM to the teammate you pick (Smart Label cards only) |
| Archive Conversation | Moves the conversation to Archived |
| Mark as Read | Marks the conversation as read |
| Block User | Blocks the sender (Facebook only) |
A card can't have both Auto Reply and Auto Draft, and Block User can't be combined with either of them.
Good to know
- AI replies and drafts use your knowledge base and AI credits. With no credits left, AI replies are skipped.
- On WhatsApp, automatic replies only go out within 24 hours of the customer's last message.
- What happens when the AI isn't confident, and how long it waits before replying, are set in Global Settings. See Settings for all automations.
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