Channels and modes
Which channels the bot works on, the difference between Off, Suggestive and Auto-Pilot, and how to change the mode.
3 min read
Conversation AI works on the written channels connected to your agency, and each bot runs in one mode: off, suggestive or automatic. Choosing the right channels and mode is how you balance what the bot saves you against the risk of a wrong reply.
Before you start
- You need the Admin role to change settings. See Roles and permissions.
- A channel must be connected to the panel before the bot can use it (for example, your WhatsApp Business account). Our team connects channels during setup. See WhatsApp Business API and Instagram messaging.
Supported channels
| Channel | Typical use |
|---|---|
| Listing questions, viewing requests, replies to confirmations. Your busiest channel. | |
| Instagram DM | "Price?" and "Still available?" under ads and posts. |
| Facebook Messenger | Messages from your page and ads. |
| Live Chat (website chat) | Visitors using the chat window on your site. |
| SMS | Short questions, mostly appointments and call-back requests. |
Note
On WhatsApp, Instagram and Messenger you can reply freely within 24 hours of the contact's last message. The bot answers people who have just written to you, so it stays inside that window. If your office sends the first message after the window has closed, WhatsApp requires an approved template, which is a job for automations. See WhatsApp rules and quality.
Modes
- Off: The bot doesn't reply on those channels. Your team handles every message.
- Suggestive: The bot drafts a reply to each incoming message. The draft appears above the message box in the conversation; an agent sends it as is, edits it or discards it. Nothing goes out without approval.
- Auto-Pilot: The bot sends replies itself. If someone on your team writes in the conversation, the bot stops; when needed it hands the conversation to a person.
Which mode when?
| Situation | Suggested mode |
|---|---|
| First 2–4 weeks | Suggestive |
| A newly opened channel | Suggestive |
| Nights, weekends, bank holidays | Auto-Pilot once replies are reliable |
| Team on holiday / campaign period | Auto-Pilot, with a daily check |
| The bot makes frequent mistakes | Back to Suggestive, contact your consultant |
Changing the mode and channels
- Open the bot from AI Agents → Conversation AI → Agent List and go to Bot Settings.
- Under Bot Mode, choose Off, Suggestive or Auto-Pilot.
- Under Channels, tick the channels the bot should work on. Untick one to keep the bot out of it for a while.
- Click Save. The change applies to new incoming messages.
Tip
Some agencies run two bots: one in Suggestive on every channel, and one in Auto-Pilot on WhatsApp outside office hours only. If you'd like this setup, contact your consultant; working hours and overlaps are configured during setup.
Heads up
Before moving a channel to Auto-Pilot, read the suggestions in the last 20–30 conversations from that channel. If the bot is often corrected, update the knowledge base first.
Example
Zeynep Arslan messages you on WhatsApp at 23:41: "Is the 2+1 to rent in Beylikdüzü still available?" Your after-hours bot is on Auto-Pilot, so Elif replies straight away: yes, 32,000 TL a month, and asks when she's hoping to move. When Emre Yılmaz opens the conversation in the morning, the enquiry type, budget and move-in date are already on the contact record.
Common issues
The bot doesn't reply on a channel. The mode may be Off, the channel may not be ticked, or the bot stopped because a team member wrote in the conversation.
No suggestion appears. Suggestions only appear in Suggestive mode and on channels the bot is set to. Refresh the page; if it persists, contact your consultant.
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