Answer every DM with AI, team as backup

AI-assisted DMs with human backup

By inro.social

What this automation does

• Detects DMs where a user asks about products, services, prices, hours, bookings, or orders (ai_detected intent) and provides an initial AI reply.
• If AI cannot complete the answer, it escalates to a human teammate with a clear next action.

How it works

• Trigger: messages with ai_detected content, any message scope, content_filter ai_detected.
• Actions:
  • Send alert email to the desk with: the first message and latest reply; guidance to respond via Inrō inbox or Instagram; note about 24-hour window and when to respond; next step is to move to "Needs a human".
  • Folder: Needs a human: move conversation to folder 11140.
  • Agent handover: goal to answer from knowledge base in 1–2 short messages, with at most one follow-up question; if the knowledge base lacks an answer or a human is requested, inform the user that a human will reply.
  • Folder: Answered: move to 11141 after completion.

When to use

• Use for DMs that require product pricing, hours, bookings, or order info, where AI can draft an initial reply but a human must confirm or provide a link.
• Keeps response time fast: AI first, then human follow-up within 24 hours.
• If Instagram blocks the reply, wait for the next user message and respond then.

Notes

• The 24-hour window applies to escalation; ensure handover is actioned promptly.