Which channels can the support flows answer on?

Instagram, Messenger, Telegram, Viber and your site chat. On WhatsApp, ChatinFlow sends approved templates and messages inside the 24-hour window.

Can the AI agent answer things I never taught it?

It is set up to answer from the sources you add and to hand the conversation to your team when it is not sure. You can try your AI replies in the panel before they reach a customer.

Is AI included in the plan?

AI features run on your own OpenAI, Anthropic, Google or Azure key and are not part of the Free plan. Keyword replies, buttons and the shared inbox work without any AI.

Can I see how fast my team replies?

Yes. The inbox reports response times per agent, and NPS surveys ask customers how it went.

Can a flow look up an order?

With the HTTP step, a flow can ask your own system for an order status and put the answer in the reply. There is no built-in shipping tracker.

Answer each question once, not every day.

Opening hours, prices, delivery times, "where is my order?". Write the answer once and it goes out every time someone asks. When a question needs a person, the conversation lands in your team's inbox with its history and the bot steps aside.

Start free Overview

New questionUnder your latest post

Handed to your teamWith the whole conversation

In short

How do you automate customer support in DMs?

Keyword replies and quick-reply buttons answer the questions you get every day. With your own AI key, an AI agent can answer from the sources you give it and hand the conversation to your team when it is not sure. Everything else lands in a shared inbox, where the automation pauses the moment a teammate starts typing and unanswered conversations raise an alert.

Use caseCustomer support

Answers: Keyword replies, buttons and an AI agent on your own key
Hands over: Shared inbox, assignment, departments and @mentions
Measures: Response times per agent and NPS surveys

How it plays out

From the first question to the right person.

1
InstagramInstagram
Commented on the ReelHow long is each session?
Public reply12 minutes, and you can do it before coffee.
Questions in the comments answered in public.
A question under your post gets its answer right there, for the next reader too.
See inbox auto reply
2
Nest LinenMessenger
Can I change the delivery address?
Auto DMLet me get a teammate for that. One moment.
Hi, I'm Sarah! What's the new address? 👋
FAQs first, a person when it matters.
The flow answers what it can, then hands the chat to a teammate with the full history.
See how DM automation works
3
Bloom & CoInstagram
I need a gift for my mom, she loves her garden. Under $50?
Auto DMLovely! Is she more into growing food or flowers?
Added. Order by 3pm and it ships today.
An AI agent that knows when to stop.
It answers from your own sources and hands over to your team when it is not sure.
Explore AI replies

Before and after

Same questions, a lighter inbox.

Support that eats your day

Opening hours typed out again and again.
Customers waiting overnight for a one-line answer.
Nobody sure who owns which conversation.
Messages that slip through with no reply.
No idea who answers fast and who does not.

Support that answers itself

Everyday questions answered in seconds.
Answers at night without anyone on call.
One owner per conversation, and the bot steps aside.
An alert when a conversation waits too long.
Response times per agent, week by week.

Set it up

Your help desk, running in the DMs.

Start free See plans

1
Collect your top questions
List the questions you answer every week and write each answer once.
2
Turn them into keyword replies
Add buttons for the follow-up questions and a default reply for messages that match nothing.
3
Decide who takes over
Set assignment by teammate or department, and alerts for conversations that wait too long.
4
Add an AI agent if you want one
Connect your own AI key, add your sources and choose whether it answers all day or only after hours.

Questions,
answered.

Everything you need to know before your first automation goes live.

Help Center

Use cases

All use cases

Customer support

Give your team a quieter inbox.

Start on the free plan with no credit card. Set this one up first and add the rest when you are ready.

Start free See pricing

New questionUnder your latest post

Handed to your teamWith the whole conversation

Answer each question once, not every day.

How do you automate customer support in DMs?

From the first question to the right person.

Questions in the comments answered in public.

FAQs first, a person when it matters.

An AI agent that knows when to stop.

Same questions, a lighter inbox.

Your help desk, running in the DMs.

Collect your top questions

Turn them into keyword replies

Decide who takes over

Add an AI agent if you want one

Questions,
answered.

Appointment booking

Sales and checkout

Lead generation

Give your team a quieter inbox.

How do you automate customer support in DMs?

From the first question to the right person.

Questions in the comments answered in public.

FAQs first, a person when it matters.

An AI agent that knows when to stop.

Same questions, a lighter inbox.

Your help desk, running in the DMs.

Collect your top questions

Turn them into keyword replies

Decide who takes over

Add an AI agent if you want one

Questions,
answered.

Appointment booking

Sales and checkout

Lead generation

Give your team a quieter inbox.

Answer each question once, not every day.

How do you automate customer support in DMs?

From the first question to the right person.

Questions in the comments answered in public.

FAQs first, a person when it matters.

An AI agent that knows when to stop.

Same questions, a lighter inbox.

Your help desk, running in the DMs.

Collect your top questions

Turn them into keyword replies

Decide who takes over

Add an AI agent if you want one

Questions, answered.

Keep exploring.

Appointment booking

Sales and checkout

Lead generation

Give your team a quieter inbox.

How do you automate customer support in DMs?

From the first question to the right person.

Questions in the comments answered in public.

FAQs first, a person when it matters.

An AI agent that knows when to stop.

Same questions, a lighter inbox.

Your help desk, running in the DMs.

Collect your top questions

Turn them into keyword replies

Decide who takes over

Add an AI agent if you want one

Questions, answered.

Keep exploring.

Appointment booking

Sales and checkout

Lead generation

Give your team a quieter inbox.

Questions,
answered.

Questions,
answered.