Automations

AI auto-reply

AI auto-reply drafts a reply to a lead’s most recent inbound message. It can queue the draft for a human to send, or send it automatically, with rate limits, business hours, and caps so it never runs away.

Set it up

1. 1
   Open the settings

   Go to Automations → AI Conversations → AI Replies.
2. 2
   Enable and pick channels

   Turn on AI replies and choose which channels it may reply on — WhatsApp, SMS, Email, and social DMs (Instagram, Facebook).
3. 3
   Choose a mode

   Draft only (a human sends) or Auto-send.
4. 4
   Add the action

   Create a Message received automation and add the AI auto-reply action.

Models

Replies run on Google Gemini by default. A project can switch to an OpenAI (GPT-4o), Anthropic (Claude), or xAI (Grok) model instead from the AI Conversations settings.

Guardrails

• Rate limit, at most N AI replies per recipient per hour.
• Daily cap, a per-project ceiling on AI replies per day.
• Business hours, optionally only reply during set hours.
• Fall back to human, the AI defers instead of guessing when it is not confident.
• Kill switches, a per-project enable toggle and a platform-wide switch.

What the AI sees

The reply is grounded in the recent conversation and your tone and custom instructions. It is told not to invent facts (order numbers, prices, policies) and to keep within a length cap you set. You can override the whole behaviour with your own instructions.

Billing

An AI reply is billed twice: once for generating the draft, and, in auto-send mode, again for the outbound message on its channel. Draft-only mode only bills the generation. Every draft and send appears under AI Conversations → Activity with its disposition.