# Brandwise Help Center > Brandwise helps brands manage social media comments and DMs, email and live chat support, AI replies and automations, and an AI assistant called Obie. This is the Brandwise Help Center: step-by-step guides for customers using the product. --- Section: Getting Started # Quick start > The first things to set up after you sign up, in the order that gets you running fastest. Source: https://brandwise.ai/help/getting-started/quick-start Last updated: 2026-09-30 New to Brandwise? These steps take you from an empty organization to an inbox that fills itself, moderates comments, and drafts replies. Each step links to a full guide. ## 1. Connect your social accounts Go to **Settings > Social Media** and click **Connect a page**. Connect Instagram, Facebook, TikTok, YouTube, or WhatsApp, and new comments and DMs start arriving in your inbox. See [Connect your social accounts](https://brandwise.ai/help/getting-started/connect-your-social-accounts). ## 2. Teach the AI about your brand Open **Knowledge Base** in the left menu and add your FAQs, policies, and product details. The AI uses this for every reply it writes, so a good knowledge base means better replies. See [Your knowledge base](https://brandwise.ai/help/ai-knowledge-base/knowledge-base). ## 3. Turn on comment moderation In **Settings > Social Media**, click the gear next to a page and switch on **AI Moderation**. Brandwise then hides spam, toxic comments, and competitor promotion on that page. See [How comment moderation works](https://brandwise.ai/help/comments/how-moderation-works). ## 4. Set up automations Open **AI Assistant** in the left menu to decide when Brandwise drafts or sends replies on its own. See [Comment automations](https://brandwise.ai/help/comments/comment-automations) and [DM automations](https://brandwise.ai/help/dms/dm-automations). ## 5. Invite your team Go to **Settings > Members** and click **Invite teammate**. You choose what each person can see and do. See [Organizations and teammates](https://brandwise.ai/help/getting-started/organizations-and-teammates). ## 6. Add more channels (optional) - [Connect your mailbox](https://brandwise.ai/help/email/connect-your-mailbox) to answer support email in Brandwise. - [Install the chat widget](https://brandwise.ai/help/live-chat/install-the-chat-widget) on your website. - [Connect your Shopify store](https://brandwise.ai/help/getting-started/connect-your-shopify-store) so order details show up next to conversations. - [Get the iOS app](https://brandwise.ai/help/getting-started/get-the-ios-app) to reply from your phone. > **Tip:** AI features like moderation, replies, and Smart Labels use AI credits. See [How AI credits work](https://brandwise.ai/help/account-billing/ai-credits) to understand what uses them. --- Section: Getting Started # Connect your social accounts > Link Instagram, Facebook, TikTok, YouTube, and WhatsApp so their comments and DMs reach your inbox. Source: https://brandwise.ai/help/getting-started/connect-your-social-accounts Last updated: 2026-09-30 Connect your social accounts so their comments and DMs land in your Brandwise inbox, where your team and the AI can handle them. ## What each platform brings in | Platform | What arrives in Brandwise | |---|---| | Instagram | Comments and DMs | | Facebook | Comments and DMs on your Page | | TikTok | Comments on your videos | | YouTube | Comments on your videos and Shorts | | WhatsApp | DMs to your Business number | ## Connect a page 1. Go to **Settings > Social Media**. 2. Click **Connect a page**. 3. Pick a platform. 4. Sign in to that platform in the window that opens and approve access. 5. For Instagram and Facebook, the **Choose the pages to connect** step lists your Facebook Pages. Click **Connect** next to each one you want. ![The Connect a page dialog, listing Instagram, Facebook, TikTok, YouTube, and WhatsApp](https://brandwise.ai/help-media/getting-started/connect-a-page.webp?v=6dba65541f) Connecting a Facebook Page also connects the Instagram account linked to it. Pages you already connected show **Reconnect** instead of **Connect**. To connect WhatsApp, follow [Connect WhatsApp](https://brandwise.ai/help/dms/connect-whatsapp). ## Before you connect - **Instagram** must be a Professional account linked to a Facebook Page. - **Facebook**: you need full admin access to the Page. If the Page belongs to a Business Manager, select that business when Meta asks. - **TikTok** connects whichever account is logged in to TikTok in your browser. To connect a second TikTok account, log out of the first one on tiktok.com, log in to the next, then connect again. - **YouTube**: new comments can take a few minutes to appear. Older comment history isn't imported. Only the organization owner and people with the **Manage connected pages** permission can see **Settings > Social Media**. ## After you connect Your pages appear in the **Your pages** table with their status and who connected them. For each page: - Click the gear (**Page settings**) to turn on **AI Moderation** and choose how comments are handled. - Click the X (**Disconnect**) to stop new comments and DMs from that page. Its automations stop too. You can connect it again later. > **Tip:** If a page ever needs reconnecting, Brandwise asks the person who connected it to sign in again. Connect from a Facebook profile your team will keep access to. --- Section: Getting Started # Connect your Shopify store > Install the Brandwise app on your Shopify store so order and customer details appear next to conversations. Source: https://brandwise.ai/help/getting-started/connect-your-shopify-store Last updated: 2026-09-30 Connect your Shopify store so your team can see a customer's orders without leaving Brandwise. Obie can look up orders and customers too. ## Connect a store 1. Go to **Settings > Shopify**. 2. Click **Connect a store**. This opens the Brandwise app in the Shopify App Store. 3. Install the app on your store and accept the permissions it asks for. 4. Shopify sends you back to Brandwise and the store is added. You need to be the organization owner or have the **Manage integrations** permission to see **Settings > Shopify**. ## Store status Each connected store shows one of these: | Status | What it means | |---|---| | **Connected** | Everything is working. | | **Limited** | The store didn't grant every permission. Reinstall the app from your Shopify admin and accept the full list. | | **Needs reconnect** | Brandwise can no longer look up orders or customers. Reinstall the app from your Shopify admin. | On the older Start plan you can connect one store. Once it's connected you'll see **Plan limit reached**, and the button changes to **Upgrade to add another**. ## Where Shopify shows up - **Email:** order details and order actions next to the thread. See [The email inbox](https://brandwise.ai/help/email/email-inbox). - **DMs:** link a customer to their Shopify orders. See [The DMs inbox](https://brandwise.ai/help/dms/dms-inbox). - **Live chat:** order and customer details beside the chat. See [The live chat inbox](https://brandwise.ai/help/live-chat/live-chat-inbox). ## Disconnect a store You disconnect a store from Shopify, not from Brandwise: 1. In your Shopify admin, open **Apps**. 2. Find Brandwise in your installed apps. 3. Uninstall it. The store drops off the list in **Settings > Shopify** on its own. Conversations and customer details already in Brandwise are kept. --- Section: Getting Started # Organizations and teammates > Create organizations, switch between them, invite teammates, and choose what each person can do. Source: https://brandwise.ai/help/getting-started/organizations-and-teammates Last updated: 2026-09-30 An organization holds everything for one brand: its connected channels, inbox, knowledge base, automations, team, and plan. Agencies usually create one organization per client. Each organization has its own subscription and is billed separately. You can invite as many teammates as you like. ## Create or switch organizations Click your organization's logo near the top of the left menu, just under the Brandwise logo. The menu lists every organization you belong to. Pick one to switch to it. To add a new one, choose **Create organization**, enter an **Organization name**, and optionally a website, a logo, and teammates' emails (one per line). Then click **Continue**. ## Rename or change the logo Go to **Settings > General**, update **Name** or **Logo**, and click **Save changes**. You need the **Manage organization** permission. ## Invite a teammate 1. Go to **Settings > Members**. 2. Click **Invite teammate**. 3. Enter their email address. 4. Switch on the permissions they should have, or click **Grant all**. 5. Click **Send invite**. They get an email with a link to join. Until they accept, they show as **Invited**. Only the owner and people with **Manage organization** can invite, remove, or change teammates. ## Permissions View and manage are separate switches, so turn on both if someone should see and act on a channel. | Permission | What it allows | |---|---| | **View comments & DMs** | Open the comment and DM inboxes | | **Manage comments & DMs** | Reply, hide, assign and resolve | | **View email inbox** | Open email threads | | **Manage email inbox** | Reply, snooze, archive and assign | | **View live chat inbox** | Open live chat conversations | | **Manage live chat inbox** | Reply, assign and close conversations | | **Manage connected pages** | Connect social accounts and change how they're handled | | **Manage integrations** | Connect email, live chat and Shopify | | **Manage organization** | Rename the organization, and invite or remove members | | **Manage billing** | Change the plan, payment method and credit top-ups | | **Process Shopify refunds** | Issue refunds against a connected store (shown only when Shopify is connected) | To change someone's permissions later, click the key icon on their row. Changes save as you switch them. To remove someone, click **...** and choose **Remove from organization**. ## Transfer ownership Each organization has one owner, who can do everything. To hand it over, open the new owner's permissions (key icon) and click **Transfer** under **Ownership**. You stay in the organization but lose owner privileges, and only the new owner can transfer it back. --- Section: Getting Started # Troubleshooting connections > Reconnect a page that stopped working, and what to check when comments stop showing up. Source: https://brandwise.ai/help/getting-started/troubleshooting-connections Last updated: 2026-09-30 Sometimes a platform stops letting Brandwise read a page, for example after a password change, a lost admin role, or a Facebook security check. While that lasts, new comments and DMs from that page stop arriving. Here's how to spot it and fix it. ## How you'll know - In the inbox, a banner says how many pages need to be reconnected, with a **Reconnect** button. - In **Settings > Social Media**, the page shows **Reconnect needed** and moves to the top of the list. A notice above the table says who needs to reconnect it, usually the person who first connected it. ![The Your pages list in Settings, with an Instagram page marked Reconnect needed](https://brandwise.ai/help-media/getting-started/reconnect-needed.webp?v=a39a459c70) ## Reconnect a page 1. Go to **Settings > Social Media**. 2. Click **Reconnect** on the page's row. 3. Sign in with the account that manages the page and approve access. If several Facebook or Instagram pages need it, the notice has a button such as **Reconnect all 3 Meta pages** that fixes them with one sign-in. For Facebook and Instagram, sign in with a Facebook profile that has admin access to the page. If Brandwise says the signed-in Meta user can't access a page, that profile doesn't manage it. For TikTok, log out of any other TikTok account in your browser first. For WhatsApp, **Reconnect** runs the [WhatsApp setup](https://brandwise.ai/help/dms/connect-whatsapp) again. Influencer pages can't be reconnected from your side. Send the creator a new invite link instead. See [Influencer pages and partnership ads](https://brandwise.ai/help/comments/influencer-pages-and-partnership-ads). ### Facebook security checkpoint If the banner says Facebook is asking the connecting profile to clear its security prompts, reconnecting won't work yet. Log in to facebook.com with that profile, complete what Facebook asks, then click **Reconnect** again. ### Last resort If reconnecting keeps failing, click the X (**Disconnect**) on the page's row, then add it again with **Connect a page**. ## Comments stopped showing up Work through this list: - **Reconnect needed:** check the status in **Settings > Social Media**. - **Page disconnected:** make sure the page is still in **Your pages**. - **Filters or a saved view:** clear the inbox filters or switch views. See [The comments inbox](https://brandwise.ai/help/comments/comments-inbox). - **AI credits at zero:** comments still arrive, but moderation, Smart Labels, and automatic replies pause. See [How AI credits work](https://brandwise.ai/help/account-billing/ai-credits). - **Ads you can't see:** comments on ads only come in if the connecting Facebook profile can access the ad account that runs them. See [Common questions about comments](https://brandwise.ai/help/comments/comments-faq). To pull in comments that were missed while a page was broken, use [Comment Sync](https://brandwise.ai/help/comments/comment-sync). --- Section: Getting Started # Get the iOS app > Reply to comments, DMs, emails, and live chats from your iPhone with the Brandwise AI Inbox app. Source: https://brandwise.ai/help/getting-started/get-the-ios-app Last updated: 2026-09-30 The Brandwise AI Inbox app puts your whole inbox on your iPhone, so you can answer customers and moderate comments when you're away from your desk. ## Download the app - On your iPhone, open [Brandwise AI Inbox on the App Store](https://apps.apple.com/app/brandwise-ai-inbox/id6811997491). - Or, in Brandwise on your computer, click the help icon (question mark) or your profile in the left menu and choose **Get the iOS app**. Scan the QR code with your iPhone camera. ## Sign in Sign in with your existing Brandwise account. If you're new to Brandwise, ask your organization's owner to [invite you](https://brandwise.ai/help/getting-started/organizations-and-teammates) first. ## What you can do - Handle comments, DMs, email, and live chat in one inbox. - Generate AI replies and review AI drafts before sending. - Get push notifications for new messages. - Read translations of messages in other languages. - Open a post to see it with its other comments, including video posts. - Long-press a comment to hide it, delete it, or block the person. - Check your analytics. --- Section: Comments # The comments inbox > Find, filter, and act on comments from Facebook, Instagram, TikTok, and YouTube in one place. Source: https://brandwise.ai/help/comments/comments-inbox Last updated: 2026-09-30 The comments inbox collects comments from your connected Facebook, Instagram, TikTok, and YouTube accounts. Open it from **Social Inbox > Comments**. ![The comments inbox, with views in the sidebar and a list of comments with status badges](https://brandwise.ai/help-media/comments/comments-inbox.webp?v=2c0e77a0b7) 1. **Views** show what needs attention, like Needs Reply or Mentions. 2. **Saved views** keep your team's favorite filters one click away. 3. **Search and filter** by text, page, label, status, date, and more. 4. **Status and Smart Labels** show where a comment stands and what it's about. ## Views The left sidebar holds your views: | View | What it shows | |---|---| | **All** | Every comment | | **Needs Reply** | Comments the AI flagged as needing an answer | | **Mentions** | Posts and comments that mention your account | | **Assigned to me** | Comments assigned to you | | **Favorites** | Comments you starred | | **Hidden** | Comments hidden on the platform | **Page settings** at the bottom opens the settings for each connected page, including [moderation](https://brandwise.ai/help/comments/how-moderation-works) and [translation](https://brandwise.ai/help/comments/translate-comments-and-dms). ## Comment statuses | Status | Meaning | |---|---| | **Live** | Public, and moderation found nothing wrong | | **Needs Reply** | The AI thinks someone should answer | | **Hidden** | Hidden from the public | | **Replied** / **AI Replied** | Your team or the AI answered | | **Replied via DM** | Answered privately by DM | | **Pending AI Reply** | An automatic reply is scheduled | | **Mention** | Your account was mentioned | | **Deleted** | Removed from the platform | | **AI Moderation Off** | Arrived while AI Moderation was off for that page | | **Your Reply** / **AI Reply** | A reply your page posted | Needs Reply comes from AI Moderation, so pages with it turned off won't get that status. ## Search, filter, and sort Use **Search comments** at the top of the list. Click **Filter** to narrow by **Page**, **Assignee**, **Label**, **Status**, **Unread only**, **Date**, **Post type** (Organic or Ads), **Post/Ad ID**, **Include your replies**, or **Has media**. Active filters show as chips; **Clear** removes them all. The sort button switches between **Newest first** and **Oldest first**. ## Saved views 1. Set up the filters you want. 2. Click **Save** at the end of the filter chips. 3. Name the view and click **Save**. The view appears under **Views** in the sidebar for everyone in your organization. Hover it to rename, delete, or drag it into a new position. **Post type**, **Include your replies**, and **Has media** aren't stored in saved views. ## Working on a comment Hover a comment to mark it read, favorite it, hide or unhide it, assign it, or like it (Facebook and TikTok). Click it to open the post and the thread, where you can reply, apply a Smart Label, mark it replied, block the user, or delete it (not available on TikTok). Under **More actions**, **View logs** shows what Brandwise did with the comment and why. To assign, hover a comment, click **Assign**, and pick a teammate. Choose **Unassign** to clear it. ## Analytics **Analytics > Comments** shows comments received and hidden, replies sent by AI, daily activity, Smart Label trends, and actions per team member for any date range. --- Section: Comments # See every comment on a post or ad > Open the full comment feed for one post or ad, or filter the inbox to specific post and ad IDs. Source: https://brandwise.ai/help/comments/see-every-comment-on-a-post Last updated: 2026-09-30 When one post or ad is getting a lot of attention, you can look at all of its comments together instead of scrolling the whole inbox. There are two ways to do it. ## Open the post viewer 1. In **Social Inbox > Comments**, click any comment on the post or ad. 2. In the post preview on the right, click **View all comments** (it shows the total, for example "View all 48 comments"). ![The post viewer, showing the post on the left and all of its comments on the right](https://brandwise.ai/help-media/comments/post-viewer.webp?v=3e973deda8) 1. **Search** the comments on this post only. 2. **Sort** by newest or oldest first. 3. **Switch** between all, visible, hidden, and Needs Reply comments, or filter by status. The viewer lists every comment on that post, with replies grouped under the comment they answer. From there you can: - **Search comments…** on this post only. - Sort by **Newest first** or **Oldest first**. - Switch between **All**, **Visible**, **Hidden**, and **Needs Reply**, or use the **Status** filter for any other status. - Reply, hide, or unhide a comment right in the feed, and like it on Facebook and TikTok. - Select comments and use the same [bulk actions](https://brandwise.ai/help/comments/bulk-actions) as the inbox. **Select all** picks the comments that match your current filter. The viewer isn't available for mentions, since those comments live on someone else's post. ## Filter the inbox by post or ad ID Use this when you already know which posts or ads you care about, for example a campaign's ads from Meta Ads Manager. 1. In **Social Inbox > Comments**, click **Filter** and choose **Post/Ad ID**. 2. Paste one or more IDs. You can paste a list separated by commas, spaces, or new lines, then click **Add**. 3. Click **Apply**. You can enter a platform post ID or a Meta ad ID, up to 50 per filter. For ads Brandwise has synced, a Meta ad ID is matched to the post where that ad's comments are left. The filter combines with your other filters, and you can [save it as a view](https://brandwise.ai/help/comments/comments-inbox). ## Turn things off for one post In the post preview, **Post settings** lets you switch off automation for a single post: | Setting | What it does | |---|---| | **Disable moderation** | Stop auto-hiding comments on this post | | **Disable AI reply** | Stop drafting and sending AI replies here | --- Section: Comments # Bulk actions and bulk replies > Select many comments at once to hide, label, assign, delete, or answer them with AI replies. Source: https://brandwise.ai/help/comments/bulk-actions Last updated: 2026-09-30 Bulk actions let you handle a batch of comments in one go, for example hiding a wave of spam or answering a pile of shipping questions. You need the **Manage comments & DMs** permission to use them. ## Select comments 1. In **Social Inbox > Comments**, tick the checkbox on a comment. 2. Tick more, or hold Shift and tick another comment to select everything in between. 3. To take every comment loaded in the list, click **Select all** in the top bar. The top bar then shows how many you picked and the actions below. Click the X (**Clear selection**) to stop. You can also select comments inside the [post viewer](https://brandwise.ai/help/comments/see-every-comment-on-a-post). [Video: Selecting two comments and applying the Feedback Smart Label to both](https://brandwise.ai/help-media/comments/bulk-apply-label.mp4?v=525507284c) ## Actions | Action | What it does | |---|---| | **Bulk AI Reply** | Writes an AI reply for each comment so you can review and send them (see below) | | **Mark as read / unread** | Changes the read state | | **Hide / unhide** | **Hide comments** or **Unhide comments** on the platform | | **Moderate** | Runs AI moderation on comments marked **AI Moderation Off** | | **Apply smart label** | Sets a Smart Label, or **Remove labels** | | **Assign to a teammate** | Assigns every selected comment to one person | | **Delete** | Deletes the comments from the platform after you confirm | Each menu shows how many of the selected comments the action applies to. Delete doesn't work on TikTok, and hide doesn't work on mentions or deleted comments. Larger batches run in the background, and the comments show their progress in the list. > **Warning:** Deleting is permanent. Hide comments instead if you might want them back. ## Reply to many comments with AI 1. Select up to 75 comments. 2. Click the sparkle button (**Bulk AI Reply**). 3. Wait while a reply is written for each comment. You can edit any reply, use **Ask AI to improve** to rework it, **Preview Original Post** for context, or **Remove** a comment from the batch. 4. Click **Send All Replies**. Replies are queued and sent one after another in the background so the platforms don't rate-limit you. Each generated reply uses AI credits. See [How AI credits work](https://brandwise.ai/help/account-billing/ai-credits). --- Section: Comments # How comment moderation works > Turn on AI moderation per page, hide comments by rule, and find out why a comment was hidden. Source: https://brandwise.ai/help/comments/how-moderation-works Last updated: 2026-09-30 Brandwise can hide negative, spammy, or off-brand comments on your pages as they arrive. Moderation is set up separately for each connected page. ## Open a page's settings Use either route: - **Settings > Social Media**, then click the gear (**Page settings**) next to the page. - **Social Inbox > Comments**, then **Page settings** at the bottom of the sidebar, and pick the page on the left. Everything saves as soon as you switch it. ![A page's comment moderation settings, with AI Moderation turned on](https://brandwise.ai/help-media/comments/page-moderation-settings.webp?v=70f33d64ba) 1. **AI Moderation** hides harmful comments for you as they arrive. 2. **Manual review** hides comments until your team checks them. ## Automatic moderation | Setting | What it does | |---|---| | **AI Moderation** | The AI checks each new comment and hides negative or toxic comments, spam, and competitor promotion. It also flags comments that need a reply. | | **Only on ads** | Leaves comments on organic posts alone (Facebook and Instagram) | | **Delete instead of hiding** | Deletes flagged comments instead of hiding them (Facebook and Instagram). Brandwise asks you to confirm first. | | **Mark hidden comments as read** | Hidden comments stop counting as unread in your inbox | ## Manual review | Setting | What it does | |---|---| | **Hide every comment** | Hides every new comment, on ads and organic posts, until someone on your team unhides it | | **Hide comments on ads** | Hides new ad comments until reviewed (Facebook and Instagram). Not used while **Hide every comment** is on. | | **Hide comments with images** | Facebook only. Hides any comment with an image, GIF, or video, without an AI check. | Comments containing a [Keyword Blacklist](https://brandwise.ai/help/comments/keyword-blacklist) phrase, or from a user you blocked in the inbox, are hidden too, even when AI Moderation is off. > **Warning:** Deleted comments can't be recovered, by you or by the person who wrote them. Comments that were already hidden aren't affected when you turn on **Delete instead of hiding**. ## Turn it off for one post Open a comment on the post in the inbox, click **Post settings** in the post preview, and turn on **Disable moderation**. Brandwise stops auto-hiding comments on that post. ## Credits AI Moderation uses 1 AI credit for each comment it checks. The other rules use 1 credit each time they hide a comment. When your organization runs out of credits, automatic moderation pauses until you have credits again. See [How AI credits work](https://brandwise.ai/help/account-billing/ai-credits). ## Why was this comment hidden? Open the comment in the inbox, click **More actions**, then **View logs**. The log shows what happened and when, for example "Comment hidden due to blacklisted phrase" with the phrase. To undo a hide, click **Unhide** on the comment. ![The log for a hidden comment, showing the AI's analysis and the hide](https://brandwise.ai/help-media/comments/comment-logs.webp?v=24c16b905b) --- Section: Comments # Keyword Blacklist > Automatically hide comments that contain words or phrases you choose. Source: https://brandwise.ai/help/comments/keyword-blacklist Last updated: 2026-09-30 The Keyword Blacklist hides any comment that contains a word or phrase you've listed. Use it for things you always want gone, like scam phrases or a competitor's name, whether or not AI Moderation is on. ## Add keywords 1. Go to **AI Assistant > Keyword Blacklist**. 2. Click **Add Keyword(s)**. 3. Under **Keywords**, enter one phrase per line, or separate them with commas. 4. Under **Apply to accounts**, pick the pages the keywords should apply to. You need at least one. 5. Click **Add keywords**. You can also get here from a page's **Page settings**: under **Blocked phrases**, click **Open**. ## How matching works - Matching ignores capitals, so "Scam" and "scam" are the same. - A keyword matches whole words or whole phrases only. "scam" matches "this is a scam" but not "scammer". - It checks new comments on Facebook, Instagram, TikTok, and YouTube. It doesn't apply to DMs. - Each comment it hides uses 1 AI credit. If your organization has no credits left, keywords aren't checked. Examples: `scam`, `don't buy this`, `refund now`. ## Manage your list The table shows each keyword, how many comments it has **Hidden**, when it was **Added**, and which **Accounts** it applies to. - **Search keywords…** to find one quickly. - Click the edit button in the **Actions** column to change which accounts a keyword applies to, or the delete button to remove it. - To change many at once, tick keywords (or choose **All keywords**), click **Bulk edit**, pick an **Account**, and click **Add keywords**. Turn off **Add to the account** to remove the keywords from that account instead. To see which keyword hid a comment, open the comment in the inbox and choose **More actions > View logs**. --- Section: Comments # Translate comments and DMs > Read foreign-language comments and DMs in your language and translate your replies back. Source: https://brandwise.ai/help/comments/translate-comments-and-dms Last updated: 2026-09-30 Brandwise can translate comments and DMs written in other languages, so your team can read everything in one language and still reply in the customer's. ## Turn on translation for a page 1. Open the page's settings: **Social Inbox > Comments > Page settings**, or the gear next to the page in **Settings > Social Media**. 2. In the **Language** panel, choose a language in **Translate comments into**. 3. Optionally turn on **Show the translation first** so your team sees the translated text by default, with the original a click away. The setting covers both comments and DMs on that page. It applies to new messages that arrive after you set it; older ones aren't translated. ## Read a translation When a comment or DM was translated, a toggle appears next to the text. Click **Show translation** or **Show original text** to switch between the two. ## Translate your reply 1. Write your reply in the reply box. 2. Click **Translate**. The tooltip shows the target language, for example "Translate to Spanish". 3. Check the translated text, then send it. The **Translate** button appears when the page has a translation language set and the customer wrote in a different language. ## What language AI replies use AI replies and drafts are written in the customer's language, unless your brand instructions say otherwise. You don't need to translate them before sending. ## Other channels - **Email** has its own translation setting. See [The email inbox](https://brandwise.ai/help/email/email-inbox). - **Live chat** doesn't translate messages. --- Section: Comments # Comment automations > Automatically reply to, draft for, hide, assign, or delete comments on each connected page. Source: https://brandwise.ai/help/comments/comment-automations Last updated: 2026-09-30 Comment automations tell Brandwise what to do with new comments on a page, like replying with AI, creating a draft for review, or assigning a teammate. Each page has its own automations. ## Set up an automation 1. Go to **AI Assistant > Automation** and choose **Socials**. 2. Pick a page in the sidebar. 3. Open the **Comments** tab. 4. On the card for the comments you want to automate, click **Add action** and choose an action. 5. Use the switch on the card to turn that card's automations on or off. Changes save right away. [Video: Adding Auto Reply to the Needs Reply Comments card](https://brandwise.ai/help-media/comments/comment-automations-add-action.mp4?v=28733e3eb7) ## Which comments each card covers - **All Comments**: every comment on the page. Actions here also apply to the other cards and are marked **From all**. - **Needs Reply Comments**: only comments the AI flags as needing a reply. - **One card per Smart Label**: comments tagged with that [Smart Label](https://brandwise.ai/help/ai-knowledge-base/smart-labels). All Comments and Needs Reply Comments only run on pages with **AI Moderation** turned on, because that check is what reads each comment. Smart Label cards run whenever a label matches. ## Actions | Action | What it does | |---|---| | **Auto Reply** | Sends an AI reply. Options: **Ads only**, and **Reply via DM** to answer privately. | | **Auto Draft** | Writes an AI draft for your team to review | | **Like Comment** | Likes the comment (Facebook only) | | **Assign to team** | Assigns the comment to the teammate you choose | | **Hide Comment** | Hides the comment | | **Block Users** | Blocks the commenter (Facebook and Instagram) | | **Mark as Read** | Marks the comment read | | **Delete Comment** | Deletes the comment. Only runs when **Delete instead of hiding** is on in the page's settings. | **Reply via DM** is available on the Needs Reply and Smart Label cards, and only works on Facebook and Instagram. See [Reply to a comment privately by DM](https://brandwise.ai/help/dms/reply-to-a-comment-by-dm). ## Rules that keep actions consistent Brandwise blocks combinations that can't work together, and tells you why: - **Auto Reply** and **Auto Draft** can't be on together. - **Delete Comment** can't be combined with replying, drafting, liking, hiding, assigning, marking read, or blocking. - **Hide Comment** and **Like Comment** can't be on together. - If you use **Hide Comment** with **Auto Reply**, **Reply via DM** turns on automatically, since you can't reply publicly to a hidden comment. > **Note:** Try **Auto Draft** first. You can review what the AI would say before switching to **Auto Reply**. Every AI reply or draft uses AI credits. The low confidence fallback and reply delay apply to all pages and are covered in [Settings for all automations](https://brandwise.ai/help/ai-knowledge-base/automation-settings). To stop AI replies on a single post, use **Post settings > Disable AI reply** in the inbox. --- Section: Comments # Comment Sync > Bring comments your Facebook and Instagram pages already have into Brandwise, with or without moderation. Source: https://brandwise.ai/help/comments/comment-sync Last updated: 2026-09-30 Brandwise only receives comments posted after you connect a page. Comment Sync pulls in older comments so you can search, moderate, and reply to them in the inbox. You need to be an Owner or Admin, or have the **Manage comments & DMs** permission. ## Which pages can be synced - Facebook pages, and Instagram accounts connected through Facebook. - Instagram accounts connected with Instagram Login can't be synced. Neither can TikTok or YouTube. - Influencer pages sync ad comments only. - Only one sync can run at a time. ## Run a sync 1. Go to **Settings > Comment Sync** and click **New sync**. 2. Choose the **Pages**, a **Timeframe** (**All history**, **Last year**, **Last 180 days**, **Last 90 days**, or **Custom**), and **Post types** (**Organic and ads**, **Ads only**, or **Organic only**). 3. Click **Scan for comments**. Scanning is free. The sync appears in the **Syncs** table while it counts. 4. When the scan is done, click **Continue** on that row. 5. Review the comments, posts, and pages found, then choose what should happen to them: - **Hide the negative and spam ones**: Brandwise reads every comment and hides the ones that attack your brand or try to sell something. - **Bring them in as they are**: nothing is hidden. This costs less. 6. Click **Continue**, choose how to pay, and confirm. If you're on a free trial, Brandwise asks you to start your subscription before the import can begin. ## Pricing | Import type | Price | |---|---| | Hide the negative and spam ones | $20 per 1,000 comments | | Bring them in as they are | $5 per 1,000 comments | The count is rounded up to the next 1,000. You can **Pay for this import** (recommended, so your monthly credits stay available for new comments) or, for moderated imports, **Spend credits instead** at 1 credit per comment. If your credits don't cover everything, you pay the rest. > **Warning:** Spending all your credits on a sync means new comments can't be moderated until your credits renew. ## "We didn't find any ad comments" This usually means your ads run from an ad account the connected Facebook profile doesn't have full access to, such as an agency's. Ask the ad account's owner to give that profile full access in Meta Business Settings, reconnect Facebook in Brandwise with that profile, and start a new sync. --- Section: Comments # Influencer pages and partnership ads > Moderate and reply to comments on partnership ads that run through a creator's page. Source: https://brandwise.ai/help/comments/influencer-pages-and-partnership-ads Last updated: 2026-09-30 Partnership ads run through a creator's Facebook or Instagram page, so their comments land on the creator's page, not yours. An influencer page lets Brandwise load only the comments on your partnership ads from that page, leaving the creator's personal comments and DMs out. There are two ways to set one up, depending on whether you can connect the creator's page yourself. ## Convert a page you manage 1. [Connect the creator's page](https://brandwise.ai/help/getting-started/connect-your-social-accounts) if it isn't connected yet. 2. Open its **Page settings** (from **Settings > Social Media** or **Social Inbox > Comments**). 3. Under **Influencer collaboration**, next to **Make this a partner page**, click **Convert**. 4. Tell Brandwise how to recognize your ads: - Instagram accounts connected with Instagram Login ask for **Partner Accounts**: your brand pages running the partnership ads. - Pages connected through Facebook ask for **Brand Websites (CTA Links)**: your site's base URL as it appears in your ad links, like `https://yourbrand.com`. 5. Click **Convert**. After converting, the page settings show **Partner accounts** (Instagram) or **Brand websites** (Facebook), which you can edit at any time. An Instagram influencer page tracks no comments until at least one partner account is set. ## Invite a creator If you can't connect the page yourself, send the creator a link. 1. Go to **Settings > Social Media**. 2. In **Influencer pages**, click **Create invite link**. 3. Enter the **Page name**, choose when it **Expires after** (1, 7, or 30 days), and pick the **Platform**: **Instagram**, **Facebook**, or **Both**. 4. Add **Partner accounts** (Instagram) or **Brand websites** (Facebook or Both). 5. Click **Generate invite link**, then copy it and send it to the creator. Pages that creators connect this way appear in the **Influencer pages** table. ## AI replies on influencer pages In **Settings > Social Media**, **Reply from one of your own pages** lets you pick one of your Facebook pages. Automatic AI replies to comments on partner pages are then sent from that page instead of the creator's. ## Switch back For a page you converted, open its **Page settings** and, next to **Back to your own page**, click **Convert back**, then confirm. Brandwise loads all of the page's comments and DMs again. --- Section: Comments # Common questions about comments > How fast comments are hidden, why we hide instead of delete, ads, and Meta's policies. Source: https://brandwise.ai/help/comments/comments-faq Last updated: 2026-09-30 ## How long does it take to hide a negative comment? Usually within seconds of the platform telling Brandwise about the comment. YouTube doesn't send instant notifications, so Brandwise checks YouTube on a regular schedule and those comments can take longer. Moderation needs AI credits and a healthy page connection. If comments stop arriving, see [Troubleshooting connections](https://brandwise.ai/help/getting-started/troubleshooting-connections). ## Why do you hide comments instead of deleting them? A hidden comment disappears for the public, but the person who wrote it can still see it (and on Facebook, so can their friends). They usually don't realize it's hidden, so there's no backlash. Hiding is also reversible: you can unhide a comment any time. If you'd rather delete, turn on **Delete instead of hiding** for Facebook and Instagram pages in **Page settings**. Deleted comments can't be recovered. ## Why is a comment still visible in Meta's inbox when Brandwise says it's hidden? Meta's own inbox can be slow to update, and it can show hidden comments to page admins. To check what the public sees, open the post in a private or incognito window where you're not logged in. To see exactly when Brandwise hid the comment and why, open it in the inbox and choose **More actions > View logs**. ## Does Brandwise work on ads? Yes, for Facebook and Instagram ads, including dark posts (ads that never appear on your page's feed). The Facebook profile you connected with needs access to the ad account that runs the ads. If ad comments are missing, reconnect with a profile that has full access to that ad account. You can also moderate only ad comments with **Only on ads** or **Hide comments on ads** in [Page settings](https://brandwise.ai/help/comments/how-moderation-works). ## Is using Brandwise against Facebook's policies? No. Brandwise uses Meta's official APIs to read, hide, and reply to comments, with the permissions you approve when you connect your pages. --- Section: DMs # The DMs inbox > Read and answer Instagram, Facebook, and WhatsApp messages, and link customers to their Shopify orders. Source: https://brandwise.ai/help/dms/dms-inbox Last updated: 2026-09-30 The DMs inbox collects direct messages from your connected Instagram, Facebook, and WhatsApp accounts. Open it from **Social Inbox > DMs**. You need the **View comments & DMs** permission to see it, and **Manage comments & DMs** to reply or make changes. ## Views | View | What it shows | |---|---| | **Open** | Every conversation that isn't archived or spam | | **Unread** | Conversations you haven't read | | **Needs Reply** | Conversations the AI flagged as needing an answer | | **Assigned to me** | Conversations assigned to you | | **Archived** | Conversations you archived | | **Spam** | Conversations marked as spam | ## Search, filter, and sort Use **Search conversations** at the top of the list. Click the filter button to narrow by **Page**, **Assignee**, or **Smart label**, and use the sort button to switch between **Newest first** and **Oldest first**. To keep a set of filters, click **Save**, name it, and it appears under **Views** in the sidebar. ## Working on conversations Hover a conversation to mark it read or unread, assign it, or archive it. Open it to use the same actions from the top bar, plus a Smart Label and **Mark as spam**. To act on several at once, tick their checkboxes. ## Replying Type in the box and click **Send**. You can also: - Click the sparkles button to **Generate AI response**. See [Generating AI replies](https://brandwise.ai/help/ai-knowledge-base/generating-replies). - Attach one file up to 5 MB. Facebook and WhatsApp take an image, video, audio file, or document. Instagram takes an image, video, or audio file. - Click **Translate** to put your reply into the customer's language. If an automation left a draft, the box is already filled in and marked **AI draft**. Edit and send it, or discard it from the chip. A DM that started from a comment shows an **In reply to a comment** card. Click it to open that comment. > **Note:** Platforms limit how late you can reply. Facebook and Instagram allow 7 days after the customer's last message. WhatsApp allows 24 hours. After that the reply box is locked. ## Link a Shopify customer With a Shopify store connected, you can see a DM sender's orders: 1. Open the conversation and click **More actions**. 2. Choose **Link to Shopify customer**. 3. Search by order number, for example #1001, and pick the order. 4. Click **Link customer**. A panel opens on the right with the customer's details, orders, and notes. For each order you can: | Action | When it shows | |---|---| | **Cancel order** | Unfulfilled orders | | **Update address** | Unfulfilled orders | | **Refund** | Paid orders. Choose **Whole order**, **Some items**, or **An amount** | | **Replacement** | Paid orders. Ships the same items again at no charge | Cancelling and refunding need the **Process Shopify refunds** permission. To undo the link, click the unlink button in the panel. ## Analytics **Analytics > Comments** includes DMs answered by AI, and the team table shows **DM replies** and **AI DMs** per member. --- Section: DMs # Connect WhatsApp > Link your WhatsApp Business number so customer chats arrive in the DMs inbox. Source: https://brandwise.ai/help/dms/connect-whatsapp Last updated: 2026-09-30 Connect a WhatsApp Business number to answer WhatsApp chats from **Social Inbox > DMs**, alongside Instagram and Facebook. WhatsApp brings in DMs only. ## Before you start - You need a WhatsApp Business number you can manage through Meta, and a Facebook login with access to it. - You need access to **Settings > Social Media** in Brandwise. - Allow pop-ups for Brandwise. Meta's setup opens in a new window. ## Connect your number 1. Go to **Settings > Social Media**. 2. Click **Connect a page**. 3. Choose **WhatsApp**. 4. In the Meta window, sign in and follow the steps to pick your business and phone number. 5. Keep the Brandwise window open while it shows **Connecting WhatsApp**. 6. If Brandwise asks you to **Register this WhatsApp number**, enter the six-digit PIN and click **Continue**. When it's done, you'll see "WhatsApp account connected successfully." and the number appears in your connected pages. ### About the PIN The PIN step only appears when the number still needs to be registered. It is the number's two-step verification PIN. Enter it within about 10 minutes, or you'll need to restart the signup. ## After you connect - New WhatsApp messages arrive in **Social Inbox > DMs**. Use the **Page** filter to see only WhatsApp. - You can reply with text or attach one image, video, audio file, or document up to 5 MB. - WhatsApp only allows free-form replies within 24 hours of the customer's last message. After that, the reply box is locked, and automatic replies are skipped. - Automations for the number live under **AI Assistant > Automation > Socials**, on the **Direct Messages** tab. See [DM automations](https://brandwise.ai/help/dms/dm-automations). ## Reconnect WhatsApp If the number shows that it needs reconnecting, go to **Settings > Social Media** and click **Reconnect** on its row. This opens the **Connect a page** dialog. Choose **WhatsApp** and go through the Meta steps again with the same number. --- Section: DMs # DM automations > Let the AI reply to, draft, sort, and assign direct messages for each connected account. Source: https://brandwise.ai/help/dms/dm-automations Last updated: 2026-09-30 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 1. Go to **AI Assistant > Automation > Socials**. 2. Pick the account in the sidebar. 3. 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](https://brandwise.ai/help/ai-knowledge-base/smart-labels) | 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 1. On a card, click **Add action**. 2. 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. > **Tip:** Start with **Auto Draft** while you check the AI's answers, then switch to **Auto Reply** once you're happy with them. ## Good to know - AI replies and drafts use your [knowledge base](https://brandwise.ai/help/ai-knowledge-base/knowledge-base) and [AI credits](https://brandwise.ai/help/account-billing/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](https://brandwise.ai/help/ai-knowledge-base/automation-settings). --- Section: DMs # DM campaigns > Automatically DM a coupon code or link to people who comment on your Facebook and Instagram posts. Source: https://brandwise.ai/help/dms/dm-campaigns Last updated: 2026-09-30 A campaign watches your Facebook or Instagram posts and sends a DM to people who comment: a coupon code, a link button, or both. For example, post "Comment SAVE for 20% off" and let the campaign send the code. ## Create a campaign 1. Click **Campaigns** in the left menu, then **New campaign**. 2. Give it a name at the top. 3. Work through the five steps below, clicking **Save & next** after each. 4. On **Review**, click **Create campaign**. It starts running right away. | Step | What you set | |---|---| | **Select posts** | The Facebook or Instagram page, and which posts to watch: **Specific posts**, **All posts**, **All ads**, or **All organic posts** | | **Target audience** | **AI targeting** (recommended) or **Keyword matching** | | **What to send** | A **Coupon code**, a **Link button**, or both | | **Message content** | The DM, and an optional public reply | | **Review** | A summary of everything | If you leave partway, the draft is saved. Clicking **New campaign** later offers to **Resume draft**. ### Targeting - **AI targeting:** describe who should get a DM, for example "people asking about price". The AI checks each comment against it and skips spam and complaints. - **Keyword matching:** add words that trigger the DM. Matching ignores case and also matches inside longer words, so "save" matches "SAVE20". ### Message - The DM can be up to 800 characters. Write `[COUPON]` where the code should go. A link button appears under the message on its own. Button text can be up to 20 characters. - **AI variations** (on by default) rewords each DM so people don't all get an identical message. Your code, link, and offer stay as written. - **Public reply** also answers the comment itself, for example "Check your DMs!" ## Track results The Campaigns page shows totals for **Sends**, **Clicks**, **CTR**, and **Revenue**, a daily activity chart, and a table with each campaign's **Sends**, **Clicks**, **CTR**, **Sales**, and **Revenue**. Clicks count taps on the link button. Sales and revenue come from Shopify orders that use the campaign's coupon code, so they need a [connected Shopify store](https://brandwise.ai/help/getting-started/connect-your-shopify-store). ## Manage campaigns From a campaign's row you can pause or activate it, view details, edit it, or archive it. Archiving stops the campaign for good, but its results stay in your totals. ## Good to know - Each DM a campaign sends uses one [AI credit](https://brandwise.ai/help/account-billing/ai-credits). Campaigns don't send while your organization is out of credits. - Two active campaigns can't use the same coupon code, so sales are counted correctly. - Comments hidden by moderation don't trigger a campaign. - If several campaigns match a comment, only the newest one sends. - When a campaign answers a comment, your comment Auto Reply doesn't also reply the same way. --- Section: DMs # Reply to a comment privately by DM > Answer a Facebook or Instagram comment with a private message instead of a public reply. Source: https://brandwise.ai/help/dms/reply-to-a-comment-by-dm Last updated: 2026-09-30 Some comments are better answered in private, like an order problem or a question that needs personal details. You can reply to a Facebook or Instagram comment with a DM, straight from the comments inbox. ## Send a private reply 1. Open the comment in **Social Inbox > Comments**. 2. In the reply box, click the **Reply via DM** button (the chat bubble icon). 3. Write your message. 4. Click **Send DM**. The comment's status changes to **Replied via DM**. The conversation continues in **Social Inbox > DMs** once the person writes back. ## Rules from Meta - Private replies work on Facebook and Instagram comments only. - You can send one private reply per comment. After that, the button shows **Already replied via DM**. - Meta only allows a private reply within 7 days of the original comment. - You can't send a private reply to a comment your own page wrote. - A private reply can't include an image. > **Note:** A hidden comment can't get a public reply. For hidden Facebook and Instagram comments, the reply box switches to DM on its own. If the 7-day window has passed or a private reply was already sent, unhide the comment to reply publicly. ## Reply by DM automatically Comment automations can send their AI replies as DMs: 1. Go to **AI Assistant > Automation > Socials**, pick a Facebook or Instagram account, and stay on the **Comments** tab. 2. On the **Needs Reply Comments** card or a Smart Label card, add **Auto Reply**. (The **All Comments** card doesn't offer this option.) 3. Tick **Reply via DM** under it. If the same card also has **Hide Comment**, **Reply via DM** is turned on for you and can't be turned off. See [Comment automations](https://brandwise.ai/help/comments/comment-automations). To send a coupon code or link to everyone who comments a keyword, use [DM campaigns](https://brandwise.ai/help/dms/dm-campaigns) instead. --- Section: Email # Connect your mailbox > Connect your support email address so its mail arrives in the Brandwise email inbox. Source: https://brandwise.ai/help/email/connect-your-mailbox Last updated: 2026-09-30 Connect your support address and its mail arrives in **Social Inbox > Email**, where your team can answer it alongside comments and DMs. Each organization can connect one mailbox. ## Before you start - You need the **Manage integrations** or **Manage email inbox** permission to open **Settings > Email**. - Have the login for the mailbox ready, and allow pop-ups for Brandwise. ## Connect a mailbox 1. Go to **Settings > Email**. 2. Click **Connect a mailbox**. A sign-in window opens. 3. Choose your email provider: Gmail, Microsoft 365 or Outlook, or another provider. 4. Sign in and approve access. The window closes and the mailbox appears on the page. New mail then starts arriving in the email inbox. > **Note:** Some work accounts, especially Microsoft 365, only let an administrator approve new apps. If you see an approval message, ask your IT admin to approve the connection. ## Zoho Mail: one extra step Zoho only sends mail to Brandwise after you add an outgoing webhook. 1. On the mailbox in **Settings > Email**, click **Set up webhook**. 2. Click **Copy** to copy the webhook URL. 3. In Zoho Mail settings, go to **Mail > Integrations > Developer Space > Webhooks > Outgoing Webhooks**. 4. Choose **Create new configuration** and paste the URL. 5. Set the trigger to **All Mail Events**, then save. ## Mailbox settings | Setting | What it does | |---|---| | **Display name** | The name that appears on replies sent from this address | | **Translation language** | Mail written in another language is translated into this one | Click **Save changes** after editing. ## Reconnect a mailbox If the connection stops working, the mailbox shows **Reconnect needed**. Until you fix it, mail stops syncing and live chat conversations can't be sent on by email. Click **Reconnect** and sign in again. ## Disconnect a mailbox Click **Disconnect** and confirm. Brandwise loses access to every conversation from that address, and new mail stops arriving. This can't be undone. > **Warning:** If this is your only working mailbox, live chat offline alerts and chats handed over to email also stop working. --- Section: Email # The email inbox > Answer, assign, snooze, and close email tickets, with the customer's Shopify orders beside each one. Source: https://brandwise.ai/help/email/email-inbox Last updated: 2026-09-30 The email inbox holds mail from your [connected mailbox](https://brandwise.ai/help/email/connect-your-mailbox). Open it from **Social Inbox > Email**. You need the **View email inbox** permission to see it, and **Manage email inbox** to reply or make changes. ## Views, search, and filters | View | What it shows | |---|---| | **Open** | Tickets that aren't closed, archived, or spam | | **Assigned to me** | Tickets assigned to you | | **Closed** | Closed tickets, including snoozed ones | | **Archived** | Tickets you archived | | **Spam** | Tickets marked as spam | Use **Search emails** above the list. The filter button narrows by **Assignee**, **Smart label**, **Unread only**, **Starred only**, or **Date**. Click **Save** to keep a set of filters as a view. To act on several tickets at once, tick their checkboxes. ## Reply, add a note, or write a new email In the reply box, pick **Reply** or **Note**: - **Reply** goes to the customer. Add **CC** addresses or attachments (any file type, up to 25 MB each, 10 files). Turn on Send & Close to close the ticket as you send. - **Note** is for your team only and is marked **Not sent to the customer**. Click **Add Note**. Click the sparkles button to **Generate AI response** ([more on AI replies](https://brandwise.ai/help/ai-knowledge-base/generating-replies)). If an automation already drafted a reply, the box is filled in and marked **AI draft**. To start a new conversation, click the compose button above the list, fill in the recipients and subject, and click **Send**. ## Organize a ticket The bar above the ticket lets you star it, change its Smart Label, assign it, snooze it, and click **Close**. **More actions** has **Mark as read**, **Archive**, and **Mark as spam**. **Snooze** hides a ticket until later: pick 1 hour, 6 hours, 1, 3, or 7 days, or a custom date and time. It moves to **Closed** and comes back at that time. If the customer replies to a closed or snoozed ticket, it reopens. Archived tickets stay archived. ## Translation Mail in another language is translated into your mailbox's **Translation language**. Click the badge on a message to switch between **Translated** and **Original**. When the customer wrote in another language, click **Translate** in the reply box to put your reply into their language. ## Customer sidebar The right side shows the customer's Shopify details and orders, matched by email address, plus an **AI summary**, **Ticket history** (past email and live chat tickets), and **Notes**. If there's no Shopify match, click **Link to a Shopify customer** and search by order number. Order actions work the same as in [the DMs inbox](https://brandwise.ai/help/dms/dms-inbox). ## Order actions suggested by AI When the AI drafts a reply to a request to cancel, refund, or change an address, it can suggest that order change too. Open the suggestion to check the details, then click **Execute** to make the change in Shopify, or **Reject**. After it runs, a badge such as **Order Refunded** shows on the ticket. ## Analytics **Analytics > Email** shows ticket counts, response and resolution times, daily activity, Smart Label trends, and activity per teammate. --- Section: Email # Email automations > Automatically reply to, draft, assign, star, or close incoming email, and handle Shopify order requests. Source: https://brandwise.ai/help/email/email-automations Last updated: 2026-09-30 Email automations decide what happens when a new email arrives: an AI reply, a draft for review, an assignment, and more. You can also let the AI handle common Shopify order requests. ## Open email automations 1. Go to **AI Assistant > Automation > Email**. 2. Pick your mailbox in the sidebar. Owners and members with the **Manage connected pages** permission can change these settings. ## Choose which emails to automate | Card | Applies to | |---|---| | **All Emails** | Every incoming email | | **Needs Reply** | Only emails the AI identifies as needing a reply | | One card per email Smart Label | Emails with that [Smart Label](https://brandwise.ai/help/ai-knowledge-base/smart-labels) | Actions on **All Emails** 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** and pick one. 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 | | **Mark as Starred** | Stars the ticket | | **Assign to team** | Assigns the ticket to the teammate you pick | | **Close Ticket** | Closes the ticket | A card can't have both **Auto Reply** and **Auto Draft**, and **Auto Draft** can't be combined with **Close Ticket**. ## Shopify actions With a Shopify store connected, Smart Label cards also list Shopify actions: - **Cancel & refund order** - **Change shipping address** - **Refund order** These let the AI act on an order when the customer asks for it. They only take effect alongside **Auto Reply** or **Auto Draft**. With **Auto Reply**, the AI makes the change in Shopify and sends its reply. If the change fails, the reply is saved as a draft instead of being sent. With **Auto Draft**, the change is suggested on the draft, and a teammate reviews it and clicks **Execute**. > **Warning:** Cancellations and refunds made by **Auto Reply** happen without a person checking them first. Try them with **Auto Draft** before switching to **Auto Reply**. ## Good to know - AI replies and drafts use your [knowledge base](https://brandwise.ai/help/ai-knowledge-base/knowledge-base) and [AI credits](https://brandwise.ai/help/account-billing/ai-credits). - What happens when the AI isn't confident about an email (the **Incoming email** fallback) and how long it waits before replying are set in **Global Settings** under **AI Assistant > Automation > Email**. See [Settings for all automations](https://brandwise.ai/help/ai-knowledge-base/automation-settings). --- Section: Live Chat # Install the chat widget > Add the Brandwise chat widget to your website with one line of code, or to your Shopify store. Source: https://brandwise.ai/help/live-chat/install-the-chat-widget Last updated: 2026-09-30 The chat widget puts a chat button on your site so visitors can message your team. Their chats arrive in your live chat inbox, next to your comments, DMs, and email. Go to **Settings > Live Chat** and open the **Installation** tab. The **Where the widget runs** list shows every site the widget is set up for and whether it's running there. ## Add it to a website 1. Click **Add website**. 2. Enter your domain, like `example.com`, without `http://` or `https://`. Subdomains such as `shop.example.com` work too. 3. Click **Add website**. 4. On the new row, click **Code**, then **Copy code**. 5. Paste the code into the `head` section of your site, or just before the closing `body` tag. ![The installation code dialog for aurelle.co, with a Copy code button](https://brandwise.ai/help-media/live-chat/widget-install-code.webp?v=f9c56cb078) The widget appears the next time the page loads. Add each domain you want the widget on as its own website. If you add two or more websites under the same main domain (for example `example.com` and `shop.example.com`), a **Continue chats across** toggle appears. Turn it on so visitors keep the same conversation as they move between those sites. Only do this if you trust every subdomain of that domain. ## Add it to a Shopify store Your store shows up in the list on its own once the Brandwise Shopify app is installed. See [Connect your Shopify store](https://brandwise.ai/help/getting-started/connect-your-shopify-store). To turn the widget on, switch on the toggle on your store's row. Brandwise turns on the Brandwise live chat app embed in your live theme for you. If the toggle can't reach your store, click the help icon on the row (**Install it by hand**) and follow the steps: 1. In Shopify admin, go to **Online Store > Themes > Customize**. 2. Open **App embeds** in the left sidebar. 3. Switch on the Brandwise live chat embed. 4. Save the theme, then come back to Brandwise and click the refresh icon on the row. When a shopper is logged in to your store, the widget passes along their email, so you know who you're talking to. ## Check the status Each row shows one of these: | Status | What it means | |---|---| | **Live** | The widget is running on this site. | | **Paused** | You turned the widget off here. | | **Not installed** | The app embed isn't in your Shopify theme yet. | | **Status unavailable** | Shopify didn't answer. Try the refresh icon again. | ## Pause or remove the widget - **Pause:** switch off the toggle on the row. Switch it back on to resume. - **Change a domain:** click the pencil icon. - **Remove a website:** click the trash icon, then **Remove website**. The widget stops loading on that domain. Chats you already have from it stay in your inbox. > **Note:** If you don't see **Live Chat** in Settings, ask an owner or admin for access. --- Section: Live Chat # Customize the chat widget > Set the chat widget's logo, name, colors, greeting, suggested questions, and position on the page. Source: https://brandwise.ai/help/live-chat/customize-the-chat-widget Last updated: 2026-09-30 Make the chat widget look like part of your site. Your changes apply to every site the widget runs on. Go to **Settings > Live Chat** and open the **Appearance** tab. A live preview next to the fields shows your changes as you make them. When you're done, click **Save changes** in the bar at the bottom, or **Discard** to undo. ![The Appearance tab, with the widget settings on the left and a live preview on the right](https://brandwise.ai/help-media/live-chat/widget-appearance.webp?v=d10f211797) > **Note:** The widget needs a logo before you can save. If you haven't added one yet, the save bar says **Add a logo before saving**. ## Identity | Setting | What it does | |---|---| | **Logo** | Shown in the chat window. Use a square PNG or JPEG, at least 256×256px and under 1MB. | | **Display name** | The name at the top of the chat window. The default is "Support Team". | | **Theme** | **Light** or **Dark**, whichever suits your site. | | **Accent color** | Used on the chat button and on the visitor's own messages. | ## What it says | Setting | What it does | |---|---| | **Greeting** | Sent as soon as someone opens the chat. Put each message on its own line to send it as a separate bubble. | | **Suggested questions** | Shown as buttons under the greeting, so a visitor can start without typing. One per line. Leave it empty for none. They disappear once the visitor sends a message. | | **Message box placeholder** | The gray hint text in the box where visitors type. | ## Where it sits | Setting | What it does | |---|---| | **Corner** | Puts the chat button at the **Bottom left** or **Bottom right** of the page. | | **Distance from the edge** | Moves the button away from the corner, in pixels, with separate **Bottom** and **Side** values (0 to 240). Use it to keep the button clear of a cookie bar or a back-to-top arrow. | ## Tips - Keep the greeting short. One or two lines works best on a phone. - Write suggested questions the way customers ask them, like "Where is my order?" If you use AI replies, make sure your [knowledge base](https://brandwise.ai/help/ai-knowledge-base/knowledge-base) can answer them. --- Section: Live Chat # Availability and reply time > Set your live chat hours and reply time, and see what visitors are shown when your team is away. Source: https://brandwise.ai/help/live-chat/availability-and-reply-time Last updated: 2026-09-30 Tell visitors when your team is around and how quickly you usually reply, so they know what to expect. Go to **Settings > Live Chat** and open the **Availability** tab. Click **Save changes** when you're done. ## Set your hours Under **When you are available**, choose one: - **Always**: the widget always shows your team as available. This is the default. - **Set hours**: pick your **Timezone**, then switch each day on or off and choose its opening and closing times. With **Set hours** you can: - Click the plus icon to add another stretch to a day, for example to split it around a lunch break. - Click the copy icon on a day to copy its hours to other days. ## Set your reply time Under **What visitors are told**, choose a **Reply time**: **A few minutes**, **Under an hour**, **A few hours**, **Within a day**, or **A number of minutes** (up to 120). This is what you tell visitors, not something Brandwise measures, so pick what your team can usually manage. While your team is available, visitors see it: - **In the opening message**, after their first message, for example "Our team typically replies in a few minutes". - **In the chat header**, for example "Typically replies in a few minutes". This doesn't show if you chose a number of minutes. The page shows a preview of both. When AI replies are on, the reply time isn't shown until a chat is handed to your team. ## What visitors see when you're away Outside your hours, the chat header says your team is away and when you're back, for example "Away · back tomorrow at 9:00 AM". Times are shown in the visitor's own timezone. When a visitor writes while you're away, a note appears under their first message saying when you'll be back, and asks for their email. If a teammate replies anyway, the header shows your team as present again for a short while. ## Replies by email Visitors can leave their email in the chat. The widget asks after their first message and keeps a small reminder above the message box. If you've [connected a mailbox](https://brandwise.ai/help/email/connect-your-mailbox), visitors who leave their email get your replies by email when they've left the chat. If they reply to that email, their answer comes back into the same chat in your inbox. > **Warning:** Without a connected mailbox, visitors who close the page won't get your replies. The live chat inbox shows a banner until you connect one. --- Section: Live Chat # AI replies and handoff > Let the AI answer live chats on its own and hand conversations to your team when it can't help. Source: https://brandwise.ai/help/live-chat/ai-replies-and-handoff Last updated: 2026-09-30 The AI can reply to website visitors on its own, using your [knowledge base](https://brandwise.ai/help/ai-knowledge-base/knowledge-base). When it can't help, it hands the chat to your team. ## Turn on AI replies 1. Go to **AI Assistant > Automation** and choose **Live Chat**. 2. Under **AI replies**, switch on **AI automation**. 3. Leave **Human handoff** on if you want the AI to pass chats to your team when it can't help. 4. Under **Smart label triggers**, switch on the labels the AI should answer. Nothing runs until the widget is on your site. If it isn't yet, you'll see **Widget connection required**. See [Install the chat widget](https://brandwise.ai/help/live-chat/install-the-chat-widget). AI replies work at any hour, not just when your team is away. ## How smart label triggers work Each visitor message is checked against your [Smart Labels](https://brandwise.ai/help/ai-knowledge-base/smart-labels) that are turned on for **Live chat**: - If it matches a label you switched on here, the AI replies. - If it matches a label you left off, the chat goes to your team. - If it matches no label, the AI replies. The list only shows labels enabled for live chat. If it's empty, click **Configure smart labels** to add one. ## Human handoff With **Human handoff** on, the AI hands a chat to your team whenever it can't help, or when a message matches a label you left off. To tell the AI when to hand off, for example "Hand off whenever the customer asks about refunds", open **Knowledge Base**, go to **System Prompts > Live chat**, and click **Edit with Obie** under **Handoff instructions**. Without instructions, the AI uses its default handoff behavior. If you turn **Human handoff** off, the AI answers every chat itself, and the smart label triggers no longer limit which chats it replies to. Chats the AI fails to answer still land in your inbox, so check it regularly. ## What the visitor sees When a chat is handed off, the visitor sees **Waiting for a human agent** with your usual reply time, or when your team is back if you're away. The widget also offers to email them your reply, so they can close the page. See [Availability and reply time](https://brandwise.ai/help/live-chat/availability-and-reply-time). ## What your team sees Handed-off chats appear in the **AI Handoff** view of the live chat inbox, marked unread, until someone is assigned. Your team also gets a notification. Reply as you normally would. The AI stops replying in that chat. ![The AI Handoff view, with a chat the AI passed to the team](https://brandwise.ai/help-media/live-chat/live-chat-handoff.webp?v=3f5b999db6) 1. **AI Handoff** lists the chats the AI passed to your team. 2. **The handoff:** the AI tells the visitor a teammate will take over. While the AI is handling a chat, the reply box says **AI is handling this conversation**. Click **Take over** to assign it to yourself and reply instead of the AI. ## Credits Each AI reply uses 1 credit, plus 1 more for each image the AI reads. Checking a message against your smart labels also uses 1 credit. See [How AI credits work](https://brandwise.ai/help/account-billing/ai-credits). --- Section: Live Chat # The live chat inbox > Answer website chats, assign and snooze them, see Shopify orders, and move a chat to email. Source: https://brandwise.ai/help/live-chat/live-chat-inbox Last updated: 2026-09-30 Every chat from your widget lands in one inbox, where your team can reply, assign, and close conversations. Go to **Social Inbox** and click **Live Chat** at the top. ## Views | View | What it shows | |---|---| | **Your Inbox** | Open chats assigned to you. This is where the inbox opens. | | **AI Handoff** | Chats the AI handed to your team that nobody has picked up yet. | | **Unassigned** | Other open chats nobody is assigned to. | | **Closed** | Closed chats, plus chats that are snoozed. | | **All** | Every chat, open or closed. | Use the filter bar to narrow the list by **Assignee**, **Smart label**, **Unread only**, **Starred only**, or **Date**, and save filters you use often as a saved view. ## Reply to a chat Type in the reply box and press Enter to send. Shift+Enter adds a new line. You can: - Attach up to 5 files, up to 5 MB each, with the paperclip icon or by dragging them in. - Add an emoji. - Click the sparkles icon to have the AI write a reply for you. See [Generating AI replies](https://brandwise.ai/help/ai-knowledge-base/generating-replies). Visitors can send you images and files too. Click an image to see it full size. ## Manage a chat Use the buttons at the top of an open chat: - **Assign to member** to give the chat to a teammate. - **Snooze this conversation** to hide it until a date and time you choose. It moves to **Closed** until then, and comes straight back if the visitor writes again. Open the snooze dialog again and click **Unsnooze now** to bring it back early. - **Close this conversation** when you're done. The visitor sees that the chat has ended and can start a new one. - **More actions** to mark as read or unread, star the chat, or mute notifications for it. You can also change a chat's smart label by hand, or select several chats to assign, star, close, or reopen them together. ## Visitor details The side panel shows the visitor's name, email, and location, plus the **Recent page views** on your site before and during the chat. If you've [connected a Shopify store](https://brandwise.ai/help/getting-started/connect-your-shopify-store), the panel also shows the visitor's Shopify customer details, orders, and past tickets once they share their email. Brandwise matches them to your Shopify customers on its own. No email yet? Click **Link to a Shopify order** to find them. ## Move a chat to email Click **Convert to Email** in the reply box to move the conversation to your email inbox. This needs the visitor's email and a [connected mailbox](https://brandwise.ai/help/email/connect-your-mailbox). After that, the chat shows **View in Email** instead of a reply box. ## Live chat analytics Go to **Analytics** and open the **Live Chat** tab to see replies sent, chats closed, AI replies, response times, AI handoffs, daily activity, and a breakdown by teammate. --- Section: AI & Knowledge Base # Your knowledge base > Add your policies and product details so the AI can answer customers accurately. Source: https://brandwise.ai/help/ai-knowledge-base/knowledge-base Last updated: 2026-09-30 Your knowledge base is what the AI reads before it writes a reply, on comments, DMs, email, and live chat. The more of your real answers it holds, the more accurate and specific the AI's replies are. Click **Knowledge Base** in the left menu. Pages are listed on the left, and you can find one with **Search pages…**. If you shared your website when you signed up, you may already see pages built from it. ![The knowledge base, with pages grouped into folders on the left and the Barrier Repair Serum page open](https://brandwise.ai/help-media/ai-knowledge-base/knowledge-base.webp?v=9c7134b598) 1. **Add knowledge** opens Obie so you can add a page or change one. 2. **Your pages**, grouped into folders. Search to find one quickly. 3. **Edit** the page yourself, or describe the change to Obie. 4. **System prompts** set how the AI writes on each channel. ## Add knowledge You add knowledge by asking [Obie](https://brandwise.ai/help/obie/obie-overview), Brandwise's AI assistant. 1. Click **Add knowledge** at the top right. Obie opens beside the knowledge base. 2. Tell Obie what to add. Paste text, share a link, or attach a PDF or image. 3. Obie proposes where the content belongs, as a new page or a change to an existing one. 4. Review the proposal and approve it. Nothing is saved until you do. Good things to add: shipping, returns, and refund policies, product details like sizing and materials, and anything your team answers over and over. ## Edit, rename, or delete a page - **Edit:** open a page and click **Edit**, change the text, then click **Save**. Or click **Edit with Obie** and describe the change. - **Rename or delete:** hover over the page in the sidebar and click the rename or delete icon. A deleted page stops being used in replies. ## System prompts Under **System Prompts** at the bottom of the sidebar are five pages of standing rules for how the AI writes: **Global**, **Comments**, **DMs**, **Email**, and **Live chat**. Use them for tone, sign-offs, and things the AI should never say. - **Global** applies to every AI reply on every channel. - Each channel page applies to that channel only, on top of your Global prompt. Edit them like any page, or click **Write one with Obie** on an empty one. The **Live chat** page also holds your [handoff instructions](https://brandwise.ai/help/live-chat/ai-replies-and-handoff). System prompt pages can't be renamed or deleted. ## Suggestions When the AI can't answer a customer question from your knowledge base, it raises a knowledge gap on the **Suggestions** tab. Each row shows the **Knowledge gap**, a **Solution** (how confident Obie is in its suggested answer, or "None found"), its **Status**, and when it was **Raised**. Open a gap to review it: - **Accept and add with Obie** sends the suggested answer to Obie to add. You approve the change before it's saved. - **Reject** (or **Dismiss** when there's no suggestion) stops Obie raising it again. - If Obie found no answer, click **Add knowledge** and give Obie the answer yourself. ## History Every change creates a new version on the **History** tab. Open a version to see which pages were new, changed, or deleted. To go back, open an older version and click **Roll back**. > **Warning:** Rolling back returns your whole knowledge base to that version, and it can't be undone. --- Section: AI & Knowledge Base # Smart Labels > Have the AI tag incoming comments, DMs, emails, and live chats by topic, so you can sort and automate them. Source: https://brandwise.ai/help/ai-knowledge-base/smart-labels Last updated: 2026-09-30 Smart Labels are categories you describe in plain words, like "Refund requests" or "Positive reviews". The AI reads each incoming conversation and applies the label that fits, so you can filter your inbox, spot urgent messages, and run automations by topic. ## Create a label 1. Go to **AI Assistant > Smart Labels**. 2. Click **Add Label**. 3. Enter a **Title**, like "Positive Reviews". 4. Write a **Description** of what belongs under this label. The AI matches conversations against it, so be specific about what does and doesn't belong. 5. Under **Channels**, choose where to use it: **Comments**, **Email**, **DMs**, and **Live chat**. 6. Pick a **Color**. 7. Turn on **High priority** if matching conversations should sit at the top of the inbox. 8. Click **Save Label**. ![The Add Label dialog, filled in for an Allergy Concern label](https://brandwise.ai/help-media/ai-knowledge-base/add-smart-label.webp?v=c41328402a) The AI starts labeling new conversations on the channels you picked. > **Tip:** A good description names examples and edge cases. "Customers asking to return or refund an order, including damaged items. Not questions about exchanges." works better than "Refunds". ## Manage your labels On the **Smart Labels** page you can search labels and filter by channel. Each row has: - A toggle to disable or enable the label without deleting it. - **Edit** to change any setting, then **Save changes**. - **Delete** to remove the label. You can also ask [Obie](https://brandwise.ai/help/obie/making-changes-with-obie) to create or edit labels for you. ## Use labels in the inbox - Filter any inbox by **Smart label** to see one topic at a time. - Apply or change a label by hand from the conversation if the AI got it wrong, or to tag something yourself. ## Use labels in automations Labels decide what your automations do. For example, you can auto-reply to comments with one label, hide comments with another, or send a label's conversations to a teammate. See [Comment automations](https://brandwise.ai/help/comments/comment-automations), [DM automations](https://brandwise.ai/help/dms/dm-automations), [Email automations](https://brandwise.ai/help/email/email-automations), and [AI replies and handoff](https://brandwise.ai/help/live-chat/ai-replies-and-handoff) for live chat. ## Credits Smart labels cost 1 credit for each comment, DM, email, or live chat message the AI labels. See [How AI credits work](https://brandwise.ai/help/account-billing/ai-credits). --- Section: AI & Knowledge Base # Generating AI replies > Have the AI draft a reply to a comment, DM, email, or live chat, then review, refine, and send it. Source: https://brandwise.ai/help/ai-knowledge-base/generating-replies Last updated: 2026-09-30 The AI can write a reply for you in any inbox. It uses your [knowledge base](https://brandwise.ai/help/ai-knowledge-base/knowledge-base), your system prompts, and the conversation so far. You review the draft and decide whether to send it. ## Generate a reply 1. Open a comment, DM, email, or live chat. 2. In the reply box, click the sparkles icon (**Generate AI response**). 3. The draft appears in the reply box. Read it and edit anything you like. 4. Send it when you're happy with it. ![An AI-written reply in the reply box under a customer's comment](https://brandwise.ai/help-media/ai-knowledge-base/comment-ai-draft.webp?v=f7b3391c5d) 1. **Ask AI to improve** rewrites the reply with your note. 2. **Sources** shows what the AI used to write it. If your knowledge base is empty, the tooltip says **Upload knowledge to generate an AI response (Click me)**. Clicking it takes you to the knowledge base so you can add content first. ## Improve the draft Not quite right? Type what to change in the **Ask AI to improve its response** field that appears with the draft, for example "shorter, and mention free returns", then submit it. The AI rewrites the draft with your note in mind. This changes this reply only. To change how the AI writes every time, see [Teaching the AI](https://brandwise.ai/help/ai-knowledge-base/teaching-the-ai). ## See the sources After the AI writes a reply, click **Sources** in the reply box to see what it used. Sources can be pages from your knowledge base or connected data. Click a knowledge base source to open that page in a new tab. ## Drafts from automations If your automations create drafts, you'll find them already in the reply box when you open the conversation, marked with an **AI draft** chip. - **AI draft · low confidence** means the AI wasn't sure. Hover over **See why** to read its reason. - If you edit the draft, a restore icon (**Restore the draft**) brings back the original. - Click the X (**Discard this draft**) to remove it. ## Credits Each generated reply uses 1 credit, including each time you ask the AI to improve a draft. See [How AI credits work](https://brandwise.ai/help/account-billing/ai-credits). --- Section: AI & Knowledge Base # Teaching the AI > Improve AI replies with system prompts, knowledge base updates, and one-off corrections. Source: https://brandwise.ai/help/ai-knowledge-base/teaching-the-ai Last updated: 2026-09-30 When an AI reply isn't what you wanted, the fix depends on what went wrong. Use the table to pick the right place. | If the AI... | Fix it in | |---|---| | Uses the wrong tone, sign-off, or wording every time | **Knowledge Base > System Prompts** | | Gets a fact wrong or doesn't know the answer | Your knowledge base pages, or the **Suggestions** tab | | Misses the mark on one reply | **Ask AI to improve its response** | ## Set standing rules with system prompts System prompts are rules the AI follows on every reply. Open **Knowledge Base**, then choose a page under **System Prompts**: - **Global** for rules on every channel. - **Comments**, **DMs**, **Email**, or **Live chat** for rules on one channel only. These add to your Global prompt rather than replace it. Click **Edit** to write the rules yourself, or **Edit with Obie** to describe what you want. Good examples: - "Keep replies under three sentences." - "Sign off emails with 'The Acme Team'." - "Never promise a delivery date." - "Don't use emojis in email." Keep facts out of system prompts. Put them in knowledge base pages instead. ## Fill in facts If a reply is wrong because the AI didn't know something, add it to your [knowledge base](https://brandwise.ai/help/ai-knowledge-base/knowledge-base). Click **Add knowledge** and give Obie the answer, or edit the page that has it wrong. Check the **Suggestions** tab regularly too. It lists questions the AI couldn't answer, often with a suggested answer you can add in a couple of clicks. ## Fix one reply When a single draft is off, type a note in **Ask AI to improve its response**, like "more apologetic" or "mention the size guide", and the AI rewrites that draft. This only changes the reply in front of you. If you find yourself giving the same note often, turn it into a system prompt rule. ## Your team's own replies Over time, the AI also picks up your team's writing style from replies your teammates write and send themselves. > **Tip:** After changing a system prompt or a page, generate a new reply on a recent conversation to check the AI picked it up. --- Section: AI & Knowledge Base # Settings for all automations > Choose what happens when the AI isn't sure of a reply, and how long automated replies wait before sending. Source: https://brandwise.ai/help/ai-knowledge-base/automation-settings Last updated: 2026-09-30 Global Settings apply to every connected account on a channel at once. They control two things: what the AI does with a reply it isn't sure about, and how long automatic replies wait before they're sent. ## Open Global Settings 1. Go to **AI Assistant > Automation**. 2. Choose **Socials** (comments and DMs) or **Email**. 3. Click **Global Settings** at the top of the account list. ## Low confidence fallback Every time the AI writes an automatic reply, it also judges how sure it is that the reply is right. It's usually confident when your knowledge base clearly answers the question, and less so when the answer is missing, unclear, or the message is unusual. A reply it isn't sure about is "low confidence". Choose what happens to low-confidence replies. On **Socials** you set **Comments** and **Direct messages** separately. On **Email** there's one setting, **Incoming email**. | Option | What happens | |---|---| | **Create Draft** | The reply is saved as a draft for your team to review and send. | | **Assign to Team Member** | The reply is saved as a draft, and the conversation is assigned to the **Team member** you pick. | | **Always Send** | The reply is sent anyway, even though the AI wasn't sure. | Your choice saves as soon as you pick it. Replies the AI is confident about are sent as normal, whichever option you choose. > **Warning:** **Always Send** can post wrong or made-up answers to customers. Use it only if your knowledge base is thorough and you check sent replies regularly. Low-confidence drafts show in the reply box with an **AI draft · low confidence** chip. Hover over **See why** to read the AI's reason. A draft still uses 1 credit, like any AI reply. ## Reply delay Under **Timing**, **Reply delay** sets how long an automatic reply waits before it's sent. A short delay can make replies feel less robotic. 1. Enter a number and choose **Minutes** or **Hours**. Enter 0 to send as soon as the reply is ready. 2. To vary the wait, check **Random delay range** and enter a minimum and maximum. Each reply waits a random time in that range. On **Socials**, one reply delay applies to both comments and DMs. **Email** has its own. ## Who can change these Owners, admins, and members with permission to manage connected pages can change Global Settings. Everyone else sees them read-only. Live chat has its own settings. See [AI replies and handoff](https://brandwise.ai/help/live-chat/ai-replies-and-handoff). --- Section: Obie # Meet Obie > Obie is the AI assistant in Brandwise. Ask questions about your inbox, make changes, and create files. Source: https://brandwise.ai/help/obie/obie-overview Last updated: 2026-09-30 Obie is the AI assistant built into Brandwise. Ask it about your comments, DMs, emails, and live chats, have it update your account for you, or have it create charts, files, and images. ## Start a chat 1. Click **Obie Chat** in the left menu. 2. Type your question in the message box and press Enter. 3. To start over, click **New chat** in the sidebar. Past chats are listed in the sidebar and are shared with everyone in your organization. ![An Obie chat answering a question about negative comments with a bar chart and a short summary](https://brandwise.ai/help-media/obie/obie-chart.webp?v=62cf07bd07) If your organization has more than one brand, pick the **Brand** before your first message. You can't change it once the chat has started. ## What Obie can do | Type | What Obie can do | What it needs | | --- | --- | --- | | Read | Comments, DMs, emails, live chats, your knowledge base, Smart Labels, and automations | Always available | | Analyze | Counts, common themes, comment sentiment, ad performance, Shopify sales | Ad performance needs the Meta Ads connector. Shopify needs the Shopify connector | | Change | Knowledge base pages, Smart Labels, automations, comment moderation, bulk comment replies, Shopify products | Shopify changes need the Shopify connector | | Create | Charts, CSV and PDF files you can download, images | Nothing extra | | Research | Search the web and read public pages | Turn on **Web search** | See [Obie connectors](https://brandwise.ai/help/obie/obie-connectors) for how to turn data sources on or off. ## Obie asks before changing anything When Obie wants to change something, it shows an approval card that describes the change. Click **Approve** to go ahead (the button says **Delete** when the change removes something), or **Decline** to stop. Use **View details** or **View changes** to see everything before you decide. If Obie proposes several changes at once, check the ones you want and click the button at the bottom, such as **Approve all 3**. Unchecked changes are declined. ## The + menu Click **+** next to the message box: - **Web search**: lets Obie search the web and read public pages. It's off until you turn it on, and your choice is remembered in this browser. - **Upload image**: JPEG, PNG, or WebP, up to 5 per message. You can also paste or drag images in. - **Upload PDF**: up to 10 per message and 100 pages per chat. - **Connectors**: owners, admins, and members who can manage integrations can switch Meta Ads Data and Shopify Data on or off here. ## Rate a reply Hover over a reply to copy it or rate it with thumbs up or thumbs down. Your ratings help us improve Obie. ## Where else Obie works - **Knowledge Base**: click **Ask Obie** to open Obie in a side panel. - **Slack**: see [Use Obie in Slack](https://brandwise.ai/help/obie/obie-in-slack). - **Scheduled tasks**: see [Scheduled tasks](https://brandwise.ai/help/obie/scheduled-tasks). ## Credits Obie uses AI credits, listed as **Obie** in your credit usage. The cost depends on how much work a reply takes, and generating images costs more than text. Replies where Obie edits your knowledge base are free. If your organization runs out of credits, Obie stops replying until you add more. --- Section: Obie # Analyze your inbox with Obie > Ask Obie to count, filter, group, and chart your comments, DMs, emails, and live chats. Source: https://brandwise.ai/help/obie/analyzing-your-inbox Last updated: 2026-09-30 Obie can read everything in your inbox and answer questions about it in plain English. Use it to find what customers ask most, spot complaints early, or pull numbers for a report. ## What Obie can filter by Mention any of these in your question and Obie narrows its search to match. | Channel | Filters | | --- | --- | | Comments | Page, date, status (such as needs reply, replied, AI replied, or hidden), Smart Label, sentiment, ad or organic post, campaign, ad set or ad, and whether the comment is from your audience or your brand | | DMs | Page, date, read or unread, archived, spam, needs reply, solved, and label | | Emails | Date, status (open, replied, or resolved), read or unread, archived, spam, starred, has attachments, and label | | Live chat | Date, read or unread, open or closed, needs reply, favorite, handed off by the AI, and whether it came from your Shopify store or your website widget | ## What Obie can work out - **Counts and comparisons**: how many messages match, including a count for each connected page. - **Common themes**: Obie groups comments, DMs, or emails into topics and shows examples of each. Live chat can't be grouped this way, but Obie can still read through recent chats. - **Comment sentiment**: a positive, negative, and neutral breakdown, plus how many comments haven't been classified yet. - **Ad performance**: campaign, ad set, and ad results from Meta. This needs the Meta Ads connector. - **Shopify data**: sales, top products, store traffic, orders, customers, inventory, and low stock. This needs the Shopify connector. See [Obie connectors](https://brandwise.ai/help/obie/obie-connectors) to turn those on. ## Charts and exports - Ask for a line, bar, area, or pie chart of any numbers Obie finds. - Ask for a CSV (up to 5,000 rows) or PDF (up to 500 rows) of comments, DMs, or emails. For DMs and emails you can get one row per message or one row per conversation. - Ask Obie to turn a table from its answer, or a whole report, into a CSV or PDF. > **Tip:** Name the channel and the date range in your question, like "Instagram comments from the last 7 days." You get faster, more precise answers. ## Example prompts - "What are the 10 most common questions in our comments, DMs, and emails from the past week?" - "Show the sentiment breakdown of comments on our ads this month." - "Group DMs that still need a reply into themes." - "How many live chats did the AI hand off to a person this week?" - "Which ads got the most comments in the last 30 days? Chart it." - "Export all unanswered emails from this month as a CSV." --- Section: Obie # Make changes with Obie > Ask Obie to update your knowledge base, Smart Labels, automations, moderation, and Shopify products. Source: https://brandwise.ai/help/obie/making-changes-with-obie Last updated: 2026-09-30 Obie can make changes to your Brandwise account when you ask. It always shows you the exact change first and waits for you to click **Approve**. Nothing changes if you click **Decline**. ## What Obie can change | Area | What Obie can do | Example prompt | | --- | --- | --- | | Knowledge base | Add, edit, or delete pages | "Add a page about our return policy: 30 days, unworn items only." | | Live chat handoff | Replace the instructions that decide when the AI hands a chat to a person (up to 500 characters) | "Hand off live chats to a person whenever someone asks about a refund." | | Smart Labels | Create, edit, turn on or off, and delete labels, including their channels, color, and priority | "Create a Smart Label called Shipping Delay for comments and DMs." | | Labels on comments | Add or remove a Smart Label on a comment | "Label this comment as Product Complaint." | | Automations | Turn automations on or off, and add, edit, or remove rules such as **Auto Reply**, **Auto Draft**, **Like Comment**, and **Hide Comment** for all messages, messages that need a reply, or one Smart Label. Also reply delay and low confidence fallback | "Turn on Auto Draft for Instagram comments that need a reply." | | Comment moderation | Turn moderation on or off for a page and change its moderation options | "Turn on comment moderation for our Facebook page." | | Bulk comment replies | Write replies to up to 25 comments at once. You approve the exact text before they're sent | "Reply to the unanswered questions on our latest ad." | | Shopify | Update a product's title, description, tags, vendor, or type; change prices; publish, archive, or draft a product; adjust inventory at a location | "Set the price of the blue hoodie in size M to $49." | Shopify changes need the Shopify connector, and your store must have granted Brandwise permission to edit products or inventory. See [Obie connectors](https://brandwise.ai/help/obie/obie-connectors). ## How approval works 1. Ask Obie for the change. 2. Obie shows an approval card. Click **View details** or **View changes** to see everything. 3. Click **Approve** (or **Delete** for a deletion) to apply it, or **Decline** to cancel. If Obie proposes several changes at once, uncheck any you don't want before you approve. > **Warning:** Bulk replies go out to your customers once you approve them, and deletions can't be undone. When a change can't be undone, the approval card says so. Read it before you approve. ## Add research from the web Turn on **Web search** in the **+** menu, then ask Obie to read a page and add what it finds to your knowledge base. For example: "Read our shipping page at yourstore.com/shipping and update our shipping FAQ." Knowledge base changes Obie makes show up in the knowledge base **History** tab. ## Slack and scheduled tasks Some changes aren't available in Slack. See [Use Obie in Slack](https://brandwise.ai/help/obie/obie-in-slack). Changes proposed by a [scheduled task](https://brandwise.ai/help/obie/scheduled-tasks) wait until you approve them. --- Section: Obie # Generate images with Obie > Create ad images from a text description or your own photos with Nano Banana 2. Source: https://brandwise.ai/help/obie/generating-images Last updated: 2026-09-30 Obie can create images for ads and social posts using **Nano Banana 2**, an AI image model. Describe what you want, or upload a photo of your product and ask for variations. ## Create an image 1. Open **Obie Chat**. 2. Describe the image: the subject, style, colors, any text to include, and the shape you want. 3. Send the message. The image appears in the chat. 4. Ask for changes in plain words, like "make the background warmer" or "try it as a 9:16." Obie can create up to 3 images in one reply. ## Aspect ratios If you don't name a shape, Obie makes a square **1:1** image. You can ask for any of these: | Ratio | Shape | | --- | --- | | 1:1 | Square | | 4:5, 3:4, 2:3 | Portrait | | 9:16 | Tall vertical, like Stories and Reels | | 5:4, 4:3, 3:2 | Landscape | | 16:9 | Wide | | 21:9 | Extra wide banner | ## Use your own images as a starting point 1. Click **+** next to the message box and choose **Upload image** (JPEG, PNG, or WebP, up to 5 per message). You can also paste or drag images in. 2. Ask Obie to build on them, for example "turn this product photo into an ad for our summer sale." When you ask for a variation, Obie uses up to the 4 most recent images in the chat as references. That includes images you uploaded and images Obie made earlier. ## Save an image Click the image to open it at full size, then right-click it and save it. The preview in the chat is cropped to a square, so open it to see the whole image. > **Note:** Image generation only works in the Brandwise web app. It isn't available in Slack or in scheduled tasks. Images use more AI credits than a text reply. ## Example prompts - "Create a 4:5 ad for our new vitamin C serum. Bright, warm colors, lifestyle feel." - "Make a 9:16 Story image announcing our spring launch. Minimal and modern." - "Here's our best performing ad. Make 3 new variations in the same style." --- Section: Obie # Prompt library > Browse ready-made Obie prompts for inbox analysis, ads, automations, reports, and content. Source: https://brandwise.ai/help/obie/prompt-library Last updated: 2026-09-30 The prompt library is a collection of ready-made prompts written by our team and other Brandwise customers. Use it when you're not sure what to ask Obie, or to start from a prompt that already works well. ## Open the library 1. Click **Obie Chat** in the left menu. 2. Click **Prompt library** in the chat sidebar. Use the tabs at the top to filter by category, or stay on **All** to see everything. ## Categories | Category | What the prompts help with | | --- | --- | | **Inbox & Replies** | Sentiment, top customer questions, and complaint summaries | | **Knowledge Base** | Finding gaps in your knowledge base and writing FAQs from real conversations | | **Ad Analysis** | Most discussed ads, ad comment themes, and campaign performance | | **Automations** | Finding messages you could automate and suggesting Smart Labels | | **Reporting** | Cross-channel reports, health checks, and satisfaction trends | | **Content & Copy** | Ad copy, ad images, product page copy, and content ideas | Each card shows the data the prompt uses, such as **Inbox**, **Knowledge Base**, or **Meta Ads**. Prompts that use **Meta Ads** need the Meta Ads connector, and prompts that use **Nano Banana 2** create images. See [Obie connectors](https://brandwise.ai/help/obie/obie-connectors). ## Use a prompt 1. Click a card to see the full prompt. 2. Click **Use prompt** to put it in the Obie message box. It isn't sent yet. 3. Edit the prompt to fit your brand, then send it. To use it somewhere else, such as a [scheduled task](https://brandwise.ai/help/obie/scheduled-tasks), click **Copy prompt** instead. > **Tip:** Some prompts include placeholders in square brackets. Replace or remove them before you send. ## Submit your own prompt 1. Click **Submit a prompt** at the top of the library. 2. Enter a **Title** and the full **Prompt**. 3. Click **Submit for review**. Our team reviews each submission before adding it to the library. --- Section: Obie # Scheduled tasks > Have Obie run a prompt every day, week, or month and email you the result. Source: https://brandwise.ai/help/obie/scheduled-tasks Last updated: 2026-09-30 A scheduled task is a prompt Obie runs for you on a repeat, like a Monday summary of last week's comments or a daily check for unanswered DMs. Each result is emailed and saved as an Obie chat. Only organization owners and admins can see and manage scheduled tasks. ## Create a task 1. Go to **Settings > Obie > Scheduled Tasks**. 2. Click **New task**. 3. If your organization has more than one brand, choose the **Brand**. 4. Enter a **Title**, such as "Weekly support summary." 5. Under **What Obie should do**, write the prompt. 6. Under **When**, choose **Daily**, **Weekly**, or **Monthly** and set a time. 7. Under **Email results to**, keep **Everyone** or choose **Specific people** and tick who should get the email. 8. Click **Create task**. | Frequency | When it runs | | --- | --- | | **Daily** | Every day at your chosen time | | **Weekly** | Every Monday at your chosen time | | **Monthly** | The 1st of every month at your chosen time | The time uses your browser's timezone when you save the task, shown next to the time field. If you edit a task later, saving it switches the task to the timezone of the browser you're using. ## What happens when a task runs - Obie runs your prompt the same way it would in a normal chat. - The full conversation is saved as a chat in **Obie Chat**. - Brandwise emails the result, with a link to the chat, to the people you picked under **Email results to**. **Everyone** means every member of your organization, including people who join later. If the prompt asks Obie to change something, Obie doesn't make the change on its own. The email says the task is waiting for your approval. Open the chat and click **Approve** or **Decline**. Scheduled runs always have web search on. They can't generate images or use Meta Ads data. ## Manage tasks Each task shows its schedule, the next run, when it last ran, and how many times it has run. A **Last run failed** label appears if the latest run didn't finish, for example because your organization was out of AI credits. - **Pause or resume**: use the switch on the task, or click **...** and choose **Pause** or **Resume**. - **Edit**: click **...** and choose **Edit**, then **Save changes**. - **Delete**: click **...** and choose **Delete**. > **Warning:** **Delete** removes the task right away, without asking you to confirm. Past chats from the task stay in Obie Chat. ## Tips - Say exactly what to cover and the time window, like "comments and DMs from the last 7 days." - Start from the [prompt library](https://brandwise.ai/help/obie/prompt-library) and use **Copy prompt**. - Each run uses AI credits, just like a normal Obie chat. --- Section: Obie # Use Obie in Slack > Connect Slack so your team can ask Obie questions and approve changes from a channel. Source: https://brandwise.ai/help/obie/obie-in-slack Last updated: 2026-09-30 Connect Slack and your team can ask Obie questions from any channel, without opening Brandwise. Obie replies in a thread and can make supported changes after someone approves them. ## Connect Slack You need to be an owner or admin, or have the **Manage integrations** permission. 1. Go to **Settings > Obie > Connectors**. 2. Next to **Slack**, click **Configure**. 3. Sign in to Slack, choose your workspace, and approve access. When you're back in Brandwise, Slack shows **On** with your workspace name. ## Talk to Obie 1. In a Slack channel, @mention Obie with your question. 2. Obie replies in a thread. 3. Keep replying in that thread to continue. You don't need to mention Obie again. Each Slack thread is also saved as a chat in **Obie Chat**, so you can pick it up in Brandwise later. You can attach JPEG, PNG, or WebP images and PDF files to your message. PDFs are limited to 100 pages per thread. ## Approve changes When Obie wants to change something, it posts a card describing the change. Click **Confirm** to apply it or **Cancel** to stop. You can also reply `confirm` or `cancel` in the thread. While a change is waiting, Obie asks you to confirm or cancel before it does anything else in that thread. > **Warning:** Anyone who can post in the thread can confirm a change. Only add Obie to channels where you trust everyone to approve changes to your Brandwise account. ## What works in Slack | Feature | Web app | Slack | | --- | --- | --- | | Questions about comments, DMs, emails, and live chats | Yes | Yes | | Knowledge base and live chat handoff changes | Yes | Yes | | Automation changes | Yes | Yes | | Shopify data and changes (with the Shopify connector) | Yes | Yes | | Web search | Yes, when turned on | Yes | | Image and PDF attachments | Yes | Yes | | Meta Ads data | Yes | No | | Smart Label changes | Yes | No | | Comment moderation settings | Yes | No | | Bulk comment replies | Yes | No | | Image generation | Yes | No | | Charts, CSV, and PDF exports | Yes | No | Obie in Slack uses the same AI credits as the web app. ## Disconnect Slack Remove the Brandwise app from your Slack workspace in Slack's app settings. Obie stops responding in Slack, and past threads stay in Obie Chat. --- Section: Obie # Obie connectors > Choose which data Obie can use: Shopify, Meta Ads, and Slack, plus the sources that are always on. Source: https://brandwise.ai/help/obie/obie-connectors Last updated: 2026-09-30 Connectors control which of your connected services Obie can use. Some of Obie's data is always available, and a few connectors can be switched on or off. ## Open connectors Go to **Settings > Obie > Connectors**. You need to be an owner or admin, or have the **Manage integrations** permission. You can also switch connectors from a chat: click **+** next to the message box, then **Connectors**. ## Connectors you can turn on or off These are under **Connections**. | Connector | What Obie gets | Good to know | | --- | --- | --- | | **Shopify** | Products, orders, customers, inventory, sales, and store traffic. With your approval, Obie can also update products, prices, and inventory | Needs a connected store. If you don't have one, click **Connect a store** | | **Meta Ads** | Campaign, ad set, and ad performance from your Facebook and Instagram accounts | Only shows when you have a connected Facebook or Instagram account. Not available in Slack or scheduled tasks | | **Slack** | Lets your team use Obie from Slack channels | Click **Configure** to connect. See [Use Obie in Slack](https://brandwise.ai/help/obie/obie-in-slack) | Shopify and Meta Ads are on by default once the account is connected. If a Shopify store hasn't granted every permission Obie can use, you'll see a note with a **Review permissions** link. Without those permissions, some Shopify questions or changes won't work. ## Turn a connector off 1. Click the switch next to **Shopify** or **Meta Ads**. 2. Click **Turn it off** to confirm. Obie loses access to that data right away, but nothing is disconnected. Your accounts stay linked, and you can switch the connector back on at any time. To disconnect Slack, remove the Brandwise app from your Slack workspace. ## Always available Obie can always use these, and they can't be turned off: - **Inbox**: your comments, DMs, emails, and live chats - **Knowledge base**: your brand's pages and uploaded documents - **Automations**: your auto-replies, drafts, and the rules that trigger them - **Smart labels**: how your messages have been classified > **Note:** Web search isn't a connector. Turn it on for your chats with **Web search** in the **+** menu next to the message box. --- Section: MCP # What is the Brandwise MCP? > Connect AI tools like Claude and ChatGPT to your Brandwise inbox, labels, and knowledge base. Source: https://brandwise.ai/help/mcp/mcp-overview Last updated: 2026-09-30 The Brandwise MCP lets AI tools you already use, like Claude and ChatGPT, work with your Brandwise data. Once connected, you can ask your AI tool questions about your comments, DMs, emails, and live chats, and have it organize your inbox or draft replies for your team. MCP (Model Context Protocol) is an open standard that lets AI tools connect to other apps. Brandwise runs an MCP server your AI tool signs in to. ## What you can do with it - Search and read comments, DMs, email threads, and live chat conversations. - Count conversations and see comment sentiment. - Group conversations into themes to find what customers ask about most. - Apply smart labels, assign conversations, resolve emails, and add internal notes. - Create and edit smart labels and knowledge base pages. - Save reply drafts for your team to review, or send replies. See [What AI tools can do](https://brandwise.ai/help/mcp/mcp-tools) for the full list. ## What AI tools can't do Connected AI tools can't change your settings, connect or disconnect accounts, publish new posts, see billing, hide or delete comments, or reach any organization you didn't select when connecting. ## Who can use it The MCP is available to organizations on an active or trialing paid plan that isn't paused. Any member of an eligible organization can connect an AI tool. You'll find it under **Settings > MCP**. ## How to connect Brandwise uses a single server URL for every AI tool: `https://mcp.brandwise.ai/api/mcp` You sign in with your Brandwise account and approve access. There are no API keys to create or copy. Follow the guide for your tool: - [Connect Claude](https://brandwise.ai/help/mcp/connect-claude) - [Connect ChatGPT](https://brandwise.ai/help/mcp/connect-chatgpt) - [Connect other AI tools](https://brandwise.ai/help/mcp/connect-other-ai-tools) ## Does it cost credits? Some requests use AI credits from your organization's balance, such as reading conversations or sending replies. Counting, looking up your setup, and knowledge base changes are free. See [Credits and limits](https://brandwise.ai/help/mcp/mcp-credits-and-limits). > **Note:** The MCP is for AI tools outside Brandwise. If you'd rather use an assistant built into Brandwise, see [Meet Obie](https://brandwise.ai/help/obie/obie-overview). --- Section: MCP # Connect Claude > Add Brandwise to Claude as a custom connector so Claude can work with your inbox. Source: https://brandwise.ai/help/mcp/connect-claude Last updated: 2026-09-30 Add Brandwise to Claude as a custom connector. After that, you can ask Claude about your comments, DMs, emails, and live chats, or have it organize your inbox. ## Before you start - Your organization needs an active or trialing paid plan that isn't paused. - You need to be a member of the organization you want to connect. ## Copy the server URL 1. In Brandwise, go to **Settings > MCP**. 2. Under **Connect an agent**, click **Copy** next to the server URL. The URL is `https://mcp.brandwise.ai/api/mcp`. ## Add the connector in Claude 1. In Claude, go to **Settings > Connectors**. 2. Click **Add custom connector**. 3. Paste the server URL. 4. Follow the sign-in prompt. ## Approve access in Brandwise Claude opens a Brandwise page titled **Authorize Agent Access**. If you aren't signed in to Brandwise, sign in first. 1. Under **Organizations**, tick each organization Claude should be able to reach. Your most recently used organization is ticked for you. 2. Review what Claude will be able to do. 3. Click **Approve**. You're sent back to Claude, and the connection is ready. Try asking something like "How many unread comments do I have in Brandwise?" ## Check the connection Back in Brandwise, go to **Settings > MCP**. Claude now appears under **Connected agents**, with who connected it and when it was last used. Everything it does is listed under **Recent activity**. > **Tip:** Claude can send replies to customers, not just draft them. If you want a teammate to check every reply first, ask Claude to save drafts instead of sending. See [What AI tools can do](https://brandwise.ai/help/mcp/mcp-tools). --- Section: MCP # Connect ChatGPT > Add Brandwise to ChatGPT as a custom connector so ChatGPT can work with your inbox. Source: https://brandwise.ai/help/mcp/connect-chatgpt Last updated: 2026-09-30 Add Brandwise to ChatGPT as a custom connector. After that, you can ask ChatGPT about your comments, DMs, emails, and live chats, or have it organize your inbox. ## Before you start - Your organization needs an active or trialing paid plan that isn't paused. - You need to be a member of the organization you want to connect. - Your ChatGPT plan needs to support custom connectors. ## Copy the server URL 1. In Brandwise, go to **Settings > MCP**. 2. Under **Connect an agent**, click **Copy** next to the server URL. The URL is `https://mcp.brandwise.ai/api/mcp`. ## Add the connector in ChatGPT 1. In ChatGPT, go to **Settings > Connectors**. 2. Click **Create**. 3. Paste the server URL. 4. Follow the sign-in prompt. ## Approve access in Brandwise ChatGPT opens a Brandwise page titled **Authorize Agent Access**. If you aren't signed in to Brandwise, sign in first. 1. Under **Organizations**, tick each organization ChatGPT should be able to reach. Your most recently used organization is ticked for you. 2. Review what ChatGPT will be able to do. 3. Click **Approve**. You're sent back to ChatGPT, and the connection is ready. Try asking something like "What are customers asking about most in my Brandwise DMs this week?" ## Check the connection Back in Brandwise, go to **Settings > MCP**. ChatGPT now appears under **Connected agents**, with who connected it and when it was last used. Everything it does is listed under **Recent activity**. > **Tip:** ChatGPT can send replies to customers, not just draft them. If you want a teammate to check every reply first, ask ChatGPT to save drafts instead of sending. See [What AI tools can do](https://brandwise.ai/help/mcp/mcp-tools). --- Section: MCP # Connect other AI tools > Connect any AI tool that supports remote MCP servers with OAuth sign-in. Source: https://brandwise.ai/help/mcp/connect-other-ai-tools Last updated: 2026-09-30 Besides Claude and ChatGPT, you can connect other AI tools, such as coding assistants and agent frameworks, as long as they support remote MCP servers. The steps are the same for every tool: add the Brandwise server URL, then sign in and approve access. ## What your tool needs to support - **Remote MCP servers** over HTTP (sometimes called "streamable HTTP"). Tools that only run local MCP servers can't connect. - **OAuth sign-in.** Brandwise doesn't use API keys or tokens you paste in. Your tool opens a Brandwise sign-in page and handles the rest. You don't need a client ID or secret. Check your tool's documentation for where to add a remote MCP server. ## Connect your tool 1. In Brandwise, go to **Settings > MCP** and click **Copy** next to the server URL. The URL is `https://mcp.brandwise.ai/api/mcp`. 2. In your AI tool, add a new remote MCP server and paste the URL. If it asks for a name, "Brandwise" works. 3. Start the sign-in. Your tool opens a Brandwise page titled **Authorize Agent Access** in your browser. Sign in to Brandwise if asked. 4. Under **Organizations**, tick each organization the tool should be able to reach. 5. Click **Approve**. Your browser sends you back to the tool, and the Brandwise tools become available. The connection shows up in Brandwise under **Settings > MCP > Connected agents**. ## Staying connected Your tool refreshes its access automatically while you use it. If a connection goes unused for about 30 days, you'll need to sign in again from your tool. ## Connecting more than one organization If you tick several organizations, your tool gets an extra tool called `list_authorized_organizations`. The AI uses it to see which organizations it can reach, then names one organization on every request. Just tell it which organization you mean, for example "In Acme, how many emails are unresolved?" > **Tip:** Connected tools can take real actions, including sending replies to customers. If you want your team to check replies first, ask the AI to save drafts instead of sending. See [What AI tools can do](https://brandwise.ai/help/mcp/mcp-tools). --- Section: MCP # Permissions and access > Who can connect AI tools, which organizations they reach, and how to see activity or revoke access. Source: https://brandwise.ai/help/mcp/permissions-and-access Last updated: 2026-09-30 This article explains who can connect an AI tool to Brandwise, what that connection can reach, and how to keep track of it or cut it off. ## Who can connect Any member of an organization on an active or trialing paid plan that isn't paused can connect an AI tool. If the plan is inactive or paused, **Settings > MCP** doesn't appear. Every connection gets the same abilities, listed in [What AI tools can do](https://brandwise.ai/help/mcp/mcp-tools). They don't change with the role or permissions of the person who connected it. ## Choosing organizations When you approve a connection, you pick which organizations the AI tool can reach. - You can only pick organizations you're a member of. - Organizations without an eligible plan show **Requires a paid plan** and can't be ticked. - One connection can reach up to 50 organizations. - Your most recently used organization is ticked for you. Anything else is your choice. The AI tool can't see or change anything in organizations you didn't tick. ## How long access lasts Access lasts until someone revokes it. Your AI tool keeps its access fresh automatically while you use it. If a connection goes unused for about 30 days, you'll need to sign in again from the AI tool. If any organization on a connection loses its eligible plan (for example, the plan is paused), the whole connection stops working until you reconnect. ## See what connected tools are doing Go to **Settings > MCP**. - **Connected agents** lists each connected AI tool, who connected it, when, and when it was last used. If the connection also reaches other organizations, it says how many. - **Recent activity** lists every request, newest first: when it happened, which AI tool made it, what it did, what it acted on, and the outcome (**Succeeded**, **Failed**, **Denied**, or **Rate limited**). Above the list you'll see calls this week, the most active agent, and a health summary. ## Revoke access 1. Go to **Settings > MCP**. 2. Under **Connected agents**, click **Revoke** next to the connection. 3. Click **Revoke access** to confirm. The AI tool loses access right away, to this organization and any other organizations on the same connection. To use it again, connect it again from the AI tool. You can always revoke your own connections. Owners, admins, and members with the **Manage integrations** permission can revoke anyone's. > **Note:** Removing Brandwise from inside your AI tool doesn't revoke the connection in Brandwise. To be sure access is cut off, revoke it under **Settings > MCP**. --- Section: MCP # What AI tools can do > Every tool the Brandwise MCP gives connected AI tools, grouped by what it's for. Source: https://brandwise.ai/help/mcp/mcp-tools Last updated: 2026-09-30 When you connect an AI tool, it gets the tools below. You don't call them yourself: you ask in plain language, and the AI picks the right tool. Tool names are shown so you can recognize them in your AI tool's activity. Every connection gets all of these tools. Some use AI credits, see [Credits and limits](https://brandwise.ai/help/mcp/mcp-credits-and-limits). ## Comments | Tool | What it does | Type | |---|---|---| | `search_comments` | Finds comments that match a question or keywords (up to 40 results) | Read | | `list_comments` | Lists comments, newest first, with filters | Read | | `count_comments` | Counts comments that match filters | Read | | `get_comment` | Opens one comment in full, with its post | Read | | `get_comment_sentiment_breakdown` | Counts positive, negative, neutral, and unclassified comments | Read | | `cluster_comments` | Groups comments into themes | Read | ## DMs | Tool | What it does | Type | |---|---|---| | `search_dm_conversations` | Finds DM conversations that match a question or keywords (up to 40 results) | Read | | `list_dm_conversations` | Lists recent DM conversations with filters | Read | | `count_dm_conversations` | Counts DM conversations that match filters | Read | | `get_dm_conversation` | Opens one DM conversation with its messages | Read | | `cluster_dm_conversations` | Groups DM conversations into themes | Read | ## Email | Tool | What it does | Type | |---|---|---| | `search_email_threads` | Finds email threads that match a question or keywords (up to 40 results) | Read | | `list_email_threads` | Lists recent email threads with filters | Read | | `count_email_threads` | Counts email threads that match filters | Read | | `get_email_thread` | Opens one email thread with its messages | Read | | `cluster_email_threads` | Groups email threads into themes | Read | | `resolve_email_conversation` | Resolves an email conversation | Write | | `create_email_internal_note` | Adds an internal note to an email conversation | Write | ## Live chat | Tool | What it does | Type | |---|---|---| | `list_live_chat_conversations` | Lists recent live chat conversations with filters | Read | | `count_live_chat_conversations` | Counts live chat conversations that match filters | Read | | `get_live_chat_conversation` | Opens one live chat conversation with its messages | Read | ## Your setup | Tool | What it does | Type | |---|---|---| | `list_social_accounts` | Lists your connected social accounts | Read | | `list_email_accounts` | Lists your connected email accounts | Read | | `list_live_chat_accounts` | Lists the websites and Shopify stores running live chat | Read | | `list_smart_labels` | Lists your smart labels and the channels each one applies to | Read | | `list_assignable_members` | Lists teammates conversations can be assigned to | Read | | `list_automation_summaries` | Summarizes your social and email automations | Read | | `list_authorized_organizations` | Lists the organizations this connection can reach (only when you connected more than one) | Read | ## Organizing the inbox | Tool | What it does | Type | |---|---|---| | `apply_smart_label` | Applies or removes a smart label on a comment, DM conversation, or email thread | Write | | `assign_conversation` | Assigns or unassigns a comment, DM conversation, or email thread | Write | | `create_smart_label` | Creates a smart label | Write | | `update_smart_label` | Changes a smart label's name, description, color, priority, or channels | Write | | `delete_smart_label` | Deletes a smart label | Write | > **Warning:** Deleting a smart label can't be undone, and its name stays reserved. Automations that use the label stop receiving newly labeled conversations. ## Knowledge base | Tool | What it does | Type | |---|---|---| | `list_knowledge_base_pages` | Lists your knowledge base categories and pages | Read | | `get_knowledge_base_page` | Opens one knowledge base page in full | Read | | `apply_knowledge_base_changes` | Creates, edits, moves, renames, and deletes pages and categories | Write | The built-in Feedback category and its pages can't be renamed, moved, or deleted, though their content can be edited. ## Replies | Tool | What it does | Type | |---|---|---| | `submit_reply` | Saves a reply draft on a comment, DM, email, or live chat for your team to review | Write | | `send_reply` | Sends a reply right away on a comment, DM, email, or live chat | Write | A draft from `submit_reply` appears in that conversation's reply box as an **AI draft**. Hover over it to see which AI tool wrote it. A teammate can edit it, send it, or dismiss it. Nothing is sent until someone does. `send_reply` goes straight to the customer through your connected account. Replies to comments are public unless the AI chooses to reply privately by DM, which works for eligible Facebook and Instagram comments. > **Warning:** Replies sent with `send_reply` reach the customer immediately, and comment replies are public. If you want a person to approve every reply, tell your AI tool to use drafts only. --- Section: MCP # Credits and limits > Which MCP requests use AI credits, how much they cost, and what happens when you hit a limit. Source: https://brandwise.ai/help/mcp/mcp-credits-and-limits Last updated: 2026-09-30 Some requests from connected AI tools use AI credits from your organization's balance. Requests that only count things or look up your setup are free. Reading conversations, taking inbox actions, and replying cost credits. ## What each request costs | What the AI tool does | Cost | |---|---| | Counting conversations or checking comment sentiment | Free | | Looking up accounts, smart labels, teammates, automations, or organizations | Free | | Reading or editing the knowledge base | Free | | Creating, editing, or deleting smart labels | Free | | Listing or searching comments, DMs, or live chats | 1 credit per 50 returned | | Listing or searching email threads | 1 credit per 10 returned | | Opening a single conversation (any channel) | 1 credit | | Grouping comments or DMs into themes | 1 credit per 25 analyzed | | Grouping email threads into themes | 1 credit per 5 analyzed | | Applying a label, assigning, resolving, or adding a note | 1 credit each | | Saving a reply draft or sending a reply | 1 credit each | A few rules apply to all of these: - Each request is rounded up to the next whole credit, so any request that returns something costs at least 1 credit. - A request that returns nothing is free. - You're only charged when a request succeeds. - When a teammate sends a draft the AI saved, there's no extra charge. - If the AI retries the exact same reply, it isn't charged or sent twice. ## Examples - **"Show me the 20 newest comments."** 1 credit. - **"Go through my last 120 comments."** If the AI reads them in pages of 50, 50, and 20, that's 3 credits. - **"Read the 25 newest support emails."** 3 credits. - **"What are the top 5 themes in my DMs?"** Grouping into 5 themes looks at up to 250 conversations, so up to 10 credits. The same request for email threads costs up to 50 credits. - **"Draft replies to these 10 comments."** 10 credits for the drafts, plus whatever it costs to read the comments. ## When you don't have enough credits Before a request runs, Brandwise checks that your balance can cover the most it could cost. If it can't, the request is refused and nothing is charged. Asking for fewer results or fewer themes lowers that amount. Requests are also refused while your credits are on hold, which usually means there's a payment problem to fix. Free requests keep working either way. To add credits, see [Add more credits](https://brandwise.ai/help/account-billing/add-more-credits). ## See your MCP usage Go to **Settings > Billing > Credit Usage**. Credits used by connected AI tools show up under **Agent Access**. You need permission to manage billing to see this page. ## Rate limits To keep things fair for everyone, Brandwise limits how many requests can be made in a short time. If an AI tool hits a limit, nothing is charged, the tool is told to wait and try again, and the request shows as **Rate limited** under **Settings > MCP > Recent activity**. --- Section: MCP # Troubleshooting MCP > Fixes for common problems connecting AI tools to Brandwise and using them day to day. Source: https://brandwise.ai/help/mcp/mcp-troubleshooting Last updated: 2026-09-30 Most MCP problems come down to the organization's plan, an expired or revoked connection, or credits. Start with **Settings > MCP > Recent activity**, which shows whether each request **Succeeded**, **Failed**, was **Denied**, or was **Rate limited**. ## MCP is missing from Settings **Settings > MCP** only appears for organizations on an active or trialing paid plan that isn't paused. Check the plan under **Settings > Billing**, or ask someone who manages billing. See [Plans and billing](https://brandwise.ai/help/account-billing/plans-and-billing). ## I can't tick an organization when connecting On the **Authorize Agent Access** page, organizations without an eligible plan show **Requires a paid plan** and can't be selected. If none of your organizations qualify, the page says **Agent Access requires a paid plan** instead. Only organizations you're a member of are listed. If one is missing, ask an owner to invite you. ## The sign-in page says the request can't be completed Go back to your AI tool and start the connection again. If it keeps happening, contact Brandwise support. ## My AI tool stopped working or says access is invalid Reconnect from your AI tool. This usually happens when: - Someone revoked the connection under **Settings > MCP**. - The connection wasn't used for about 30 days. - One of the organizations on the connection lost its eligible plan, for example because it was paused. When that happens the whole connection stops working. Reconnect and tick only organizations with an eligible plan. ## The AI tool can't reach an organization If you connected several organizations, tell the AI which one you mean by name. It can look them up with `list_authorized_organizations`. If the organization isn't on the connection at all, connect again and tick it. Then revoke the old connection under **Settings > MCP** so you don't have two. ## Requests fail with an out-of-credits or payment error Your organization doesn't have enough credits for that request, or its credits are on hold because of a payment problem. Add credits or fix the payment method, then try again. Asking for fewer results also lowers what a request needs. See [Credits and limits](https://brandwise.ai/help/mcp/mcp-credits-and-limits). ## Requests are rate limited The AI tool made too many requests too quickly. Wait a moment and ask again. Nothing is charged for a rate-limited request. ## A reply was posted publicly by mistake `send_reply` delivers replies right away, and comment replies are public unless sent privately by DM. Remove the reply directly on the social platform if needed. To avoid it next time, tell your AI tool to only save drafts with `submit_reply`. Drafts wait in the conversation's reply box until a teammate sends them. ## I can't revoke a connection You can always revoke your own connections. To revoke someone else's, you need to be an owner or admin, or have the **Manage integrations** permission. --- Section: Account & Billing # Plans and billing > How Brandwise plans work, how to change plan or switch to annual, and when to talk to us about Enterprise. Source: https://brandwise.ai/help/account-billing/plans-and-billing Last updated: 2026-09-30 Every Brandwise plan includes every feature and unlimited teammates. The only thing that changes between plans is how many AI credits you get each month. Plans start at $49 a month for 3,000 credits. See all plan sizes and prices on the [pricing page](https://brandwise.ai/pricing). ## Where to manage your plan Go to **Settings > Billing**. It has three tabs: - **Billing:** your plan, price, monthly credits, renewal date, payment method, credit top-ups, and invoices. - **Subscription:** compare plan sizes and change plan. - **Credit Usage:** where your credits have gone. See [How AI credits work](https://brandwise.ai/help/account-billing/ai-credits). Only the organization owner and people with the **Manage billing** permission can open **Settings > Billing**. Each organization has its own plan and is billed separately. ## Change your plan 1. Go to **Settings > Billing** and click **Change plan** (or open the **Subscription** tab). 2. Choose **Monthly** or **Annual · 2 months free**. 3. Pick the number of credits you need. 4. Click **Upgrade plan** or **Downgrade plan**, then confirm. Upgrades are billed right away and the extra credits are added straight away. Downgrades start at the end of your current billing period. ## Annual billing Paying yearly costs the same as 10 months, so you get 2 months free. If you're on a monthly plan, the **Billing** tab shows what you'd save and a **Switch to annual** button. On an annual plan, your credits still refill every month. ## Enterprise If you need more credits than the largest plan on the **Subscription** tab, dedicated support, or custom terms, you need an Enterprise plan. Click **Contact sales** on the **Subscription** tab, email sales@brandwise.ai, or [book a call](https://app.cal.com/brandwise/30min). > **Note:** If you signed up through the Shopify App Store, your plan is billed by Shopify. Plan changes and cancellation happen in Shopify, and the **Billing** tab sends you there. --- Section: Account & Billing # How AI credits work > What uses AI credits, when they refill, and what happens when you run out. Source: https://brandwise.ai/help/account-billing/ai-credits Last updated: 2026-09-30 AI credits are what Brandwise uses each time its AI does work for you. Your plan includes a set number of credits every month, and nothing uses credits unless you turn on the AI features that need them. ## What uses credits These are the categories you'll see on the **Credit Usage** tab. | Category | Cost | |---|---| | Comment Moderation | 1 credit per comment Brandwise checks, whether or not it gets hidden | | AI Replies | 1 credit per reply generated, on any channel, including drafts | | Comment Smart Labels | 1 credit per comment labeled | | DM Smart Labels | 1 credit per DM labeled | | Email Smart Labels | 1 credit per email labeled | | Live Chat Smart Labels | 1 credit per live chat message labeled | | Campaign Sends | 1 credit per DM campaign message sent | | Obie | Varies with the length of the conversation and what Obie does, such as creating images | | Agent Access | Varies by tool. See [MCP credits and limits](https://brandwise.ai/help/mcp/mcp-credits-and-limits) | ## When credits refill Your balance resets to your plan's monthly amount at the start of each billing month. This includes annual plans, which refill every month. Unused credits don't carry over, and neither do top-up credits. ## Usage alerts Brandwise emails you as you use 50%, 75%, 90%, and 100% of your monthly credits, so you have time to act before you run out. ## When you run out When your balance hits zero, AI work pauses until you have credits again: - Moderation stops hiding comments. - Smart Labels stop being applied. - Automatic replies, AI drafts, and DM campaigns stop. New comments, DMs, emails, and chats still arrive in your inbox, and you can still reply to them yourself. To avoid running out, [buy more credits, turn on auto top-up, or turn on auto-upgrade](https://brandwise.ai/help/account-billing/add-more-credits). ## See where your credits go Go to **Settings > Billing** and open the **Credit Usage** tab. Pick a date range to see how many credits you used, your top categories, and a daily chart broken down by category. --- Section: Account & Billing # Add more credits > Buy a credit pack, top up automatically, or move up a plan when you run out. Source: https://brandwise.ai/help/account-billing/add-more-credits Last updated: 2026-09-30 If you're running low on AI credits, you can buy a one-off pack, have Brandwise buy packs for you, or move up to the next plan automatically. All three live in **Settings > Billing** and need the **Manage billing** permission (the owner always has it). ## Credit packs | Pack | Price | |---|---| | 2,500 credits | $70 | | 5,000 credits | $140 | | 10,000 credits | $280 | | 15,000 credits | $420 | Pack credits are added to your balance straight away. They don't roll over, so any left at the end of your billing month are lost when your credits reset. Need more than 15,000 at once? Click **Need more than 15,000?** in the **Credits** panel to chat with us. ## Buy credits 1. Go to **Settings > Billing**. 2. In the **Credits** panel, next to **Buy credits**, choose a pack. 3. Click the buy button, for example **Buy for $140**. 4. Check the pack in the **Buy credits** window and click the buy button again. Your card on file is charged right away. ## Auto top-up Auto top-up buys a pack for you whenever your usage reaches a set share of your monthly credits. 1. In the **Credits** panel, next to **Auto top-up**, choose a pack. 2. Choose when it buys: **at 80% used**, **at 90% used**, or **at 95% used**. 3. Switch the toggle on and click **Authorize and turn on**. It can charge more than once in a month if you keep using credits. To change the pack or threshold, turn it off first, then turn it back on with the new choices. ## Auto-upgrade Auto-upgrade moves you to the next Standard plan when your credit balance reaches 0, charging your saved card, so your AI features keep running. 1. In the plan panel at the top of the **Billing** tab, switch on **Auto-upgrade**. 2. Click **Authorize and turn on**. You can turn it off at any time. If auto-upgrade isn't available for your organization, the row says why. For example, it isn't available while your subscription is paused or set to cancel, or when you're already on the largest Standard plan. > **Note:** If your plan is billed through Shopify, you can buy packs (you'll pay at checkout), but auto top-up and auto-upgrade aren't available. --- Section: Account & Billing # Payment, invoices, and canceling > Update your card, download invoices, and pause or cancel your subscription. Source: https://brandwise.ai/help/account-billing/payment-invoices-and-cancellation Last updated: 2026-09-30 Everything here is in **Settings > Billing**, on the **Billing** tab. You need the **Manage billing** permission (the owner always has it). ## Update your payment method Your saved card is the last row of the plan panel, with its expiry date and the email address receipts go to. 1. Click **Manage** (or **Add a card** if none is saved). 2. Update your card on the secure Stripe page that opens. Your subscription and any credit top-ups are charged to this card. If a payment fails, a red **Payment failed** banner appears and AI features like moderation, drafts, and automatic replies pause. Click **Fix payment** to update your card and restore them. ## Invoices and receipts The **Invoices** panel lists every charge, including credit top-ups, with its date, description, amount, and status (**Paid**, **Refunded**, **Partly refunded**, or **Unpaid**). Click **Download PDF** or **View receipt** on a row to get a copy. ## Cancel your subscription 1. On the **Billing** tab, click **Cancel Subscription**. 2. We offer to help first. Click **Skip Support, Continue Canceling** to go on. 3. Choose the main reason you're leaving. Depending on the reason, we may suggest help or another option first. Click **Continue**, or the button ending in "Continue Canceling", to go on. 4. Review what you'll lose and click **I Understand, Cancel Anyway**. Your plan stays active until the end of the current billing period, and the plan panel shows the date it ends. Changed your mind before then? Click **Keep my plan**. ## Pause instead of canceling If you pick **Not using it enough** as your reason, the organization owner can choose **Accept Free 1-Month Pause** instead. Each organization can pause once. While paused, you aren't charged, the inbox is locked, and new comments and messages aren't processed. **Settings > General** shows **This organization is paused** with a **Resume now** button. Your subscription resumes on its own after 30 days, or the owner can resume it sooner. > **Note:** If your plan is billed through Shopify, the button says **Manage in Shopify** and takes you to Shopify to change or cancel your plan. Invoices come from Shopify too. --- Section: Account & Billing # Activity logs > See what has changed in your organization, who changed it, and when. Source: https://brandwise.ai/help/account-billing/activity-logs Last updated: 2026-09-30 The activity log is a running history of changes in your organization. Use it to answer questions like "who disconnected this page?" or "when did this person join?" ## Open the log Go to **Settings > Logs**. Everyone in the organization can see it. Each entry shows the teammate who made the change, what happened, and when. The newest changes are at the top, and older entries load as you scroll. ## What gets logged | Area | Examples | |---|---| | Team | Invitations sent, people joining, members removed, permission changes, ownership transfers | | Organization | The organization being created, name and logo changes | | Social pages | Pages connected or disconnected, page settings changed, display names changed | | Email | Mailboxes connected or disconnected, mailbox settings changed | The log records changes to your setup. It doesn't list individual replies, hidden comments, or other inbox activity.