Behaviour

What the assistant does for messages, comments, tags, story mentions and story replies.

The Behaviour page has two parts: what someone sees the first time they write, and rules for everything that happens on Instagram.

Welcome message (1), welcome test (2) and starter questions (3)

First contact

• Welcome message (1): sent once, the first time someone writes. If they only said hello, nothing else is sent; if they asked something, the answer follows.
• Try two welcome messages (2): half of new people get each version. Each person keeps seeing the same one, and Insights shows which brought more bookings.
• Starter questions (3): up to four questions Instagram shows as buttons in a new chat, such as “Prices”, “Book a time”, “Where are you?”. Tapping one sends it as a message.

Rules

Each rule says: when this happens (and the message matches), then do this.

This happens	Example
Direct message	Someone writes in Direct
Comment	Someone comments under a post or reel
Tag in a post or comment	Someone tags the account
Story mention	Someone mentions the account in their story
Story reply	Someone replies to one of the account’s stories

Then	What happens
Answer with AI	Uses the knowledge base and what it knows about the person
Send a fixed message	Exactly your text, no AI
Start a question flow	Begins asking the questions of a flow
Hand over to a human	Sends the hand-off message and goes quiet in that chat
Do nothing	Saves the event only

For comments you can reply publicly, in a private DM, or both (a short public reply such as “Sent you a DM 📩” while the full answer goes to Direct).

Rules are checked from top to bottom and the first match wins. Put specific rules (keywords, patterns) above general ones.

Examples

Thank people who mention you in their story

When: Story mention, always. Then: Send a fixed message: Thank you for the mention, {{username}}! 💛

Never discuss a sensitive topic

When: Direct message containing “complaint”, “lawyer” or refund*. Then: Hand over to a human.

Push a promotion when people ask about prices

When: Direct message containing price* or “how much”. Then: Answer with AI, with the extra instruction “Mention our 10% discount for first visits”.