AI auto-reply & company knowledge

AI auto-reply lets the AI answer inbound messages first, using a knowledge base you build from your own website, documents, or typed text. It hands off to a human when it can't help. It's configured per connected account.

Turn it on

1. Open the account's AI settings. Under Connect Accounts, open the channel (Meta, WhatsApp, or TikTok) and go to its AI Auto-Reply tab. Pick the account to configure.

2. Build the company knowledge. Choose a source:

   • Website — click Generate Knowledge. HexaFloww crawls every page (via your sitemap, or by following links), pulls a Shopify catalog directly if it detects one, and merges it into one knowledge base. This runs in the background.
   • Document — upload a PDF.
   • Typed text — write the answers yourself.

   Review the generated text, edit anything, then Save Configuration.

   

3. Choose a handoff mode.

   • AI decides — no fixed limit; the AI hands off when it judges it can't help.
   • Fixed cap — the AI sends at most a set number of replies per conversation, then hands off.

4. Enable AI Auto-Reply. Flip the master switch. New inbound messages on that account now get an AI reply first (after any keyword rule).

What happens on handoff

The AI sends a short closing message, marks the conversation as handed off, and emails your admins. From then on it stays quiet on that thread until someone re-enables it from the inbox.

Reusing a config

The Clone from dropdown copies another account's AI configuration — including from a different channel, since persona and knowledge are reusable.

Common problems

• Warning banner about an AI error — often "no AI provider configured" or a bad key. Fix the provider; the banner clears on the next successful AI reply.
• AI answers are vague or wrong — the knowledge base is thin. Add more detail or regenerate from a fuller website.
• AI keeps replying after a human took over — it shouldn't; replying from the inbox or the phone app stops it. If it persists, contact support.