How do I let the AI answer a customer while my team has control of the conversation?
Take control of the conversation. To answer a specific message, press Ask AI to reply under the customer's latest message. To contact the customer without answering a specific message, press Follow-up message and add a short note if you want. In both cases the customer stays in manual mode and nothing is sent until you press the button.
Which button should I use?
- Ask AI to reply: the customer asked something and you want the AI to answer that exact message.
- Follow-up message: the customer went quiet, or you want to restart a conversation without replying to an old message.
How do I send a follow-up message?
- Open the customer and press Take the conversation to reply below the conversation.
- Press Follow-up message above the reply box.
- Write what the follow-up should focus on, or leave it empty.
- Press Send follow-up and wait for the confirmation.
What should I write in the note?
Write the goal, not the message. For example: ask if they are still interested in the offer we discussed. The AI uses your note as guidance with the conversation so far, and the customer never sees the note. It should not invent prices, offers or promises, so add those to your Knowledge Base first.
Why might a follow-up be refused?
- AI follow-up is not connected for your account yet.
- Your AI messages are paused until points are renewed.
- The customer is blocked.
- On Messenger, more than 24 hours passed since the customer’s last message.
- Another AI reply or an automatic follow-up is already on its way.
If the AI takes too long, check the conversation before trying again, because the message may still arrive.
Automatic follow-up or your team: which should you use?
Common questions
Does this turn the AI back on for the customer?
No. The AI sends that one message and the customer stays in manual mode until you press Finish and turn AI on.
Does it use my balance?
Yes. A delivered message counts like an AI reply. A failed follow-up is not charged.
Who can use these buttons?
Managers, and team members who have AI replies enabled, for customers they can reach.
Check the result
Send a follow-up with a short note to a test customer, then confirm the sent message follows your note.