AI Customer Support

Selify AI’s Chat Support Worker handles customer inquiries 24/7 through Instagram DMs. It answers product questions, processes virtual try-on requests, provides sizing guidance, and escalates complex issues to your team.

Setting Up the Bot

1. Ensure your Instagram Business account is connected. See Connect Instagram.
2. Navigate to Settings > Bot Configuration.
3. Toggle Enable Bot to on.
4. Configure the following settings:

Welcome message — Sent automatically when a customer messages you for the first time. Keep it short and actionable:

“Hi! I’m the Selify assistant for [Your Brand]. I can help with product info, sizing, and virtual try-on. What can I help you with?”

Trigger keywords — Define keywords that activate specific behaviors:

Keyword	Action
try on, try it on	Prompts the customer to send a photo for virtual try-on
size, sizing, fit	Returns the product’s size chart and fit recommendations
price, cost	Returns current pricing and any active promotions
help, human, agent	Escalates the conversation to a human team member

Fallback response — When the bot cannot determine intent, it sends a configurable fallback message rather than guessing. Example: “I’m not sure I understood that. Could you rephrase, or type ‘help’ to speak with our team?”

Handling Conversations

The Chat Support Worker manages multiple conversations simultaneously with no degradation in response quality. Here’s how it processes a typical interaction:

1. Customer sends a message to your Instagram account.
2. The bot analyzes the message for intent (product inquiry, try-on request, complaint, etc.).
3. Based on the detected intent and configured keywords, it responds with the appropriate information.
4. If the customer sends an image, the bot determines whether it’s a try-on request or a product photo and responds accordingly.
5. Conversations that require human judgment are flagged and routed to your team’s notification queue.

Invalid images — If a customer sends a photo that can’t be processed (too small, no person detected, unsupported format), the bot explains the issue and asks for a new photo with specific guidance on what’s needed.

Customization

You can customize the bot’s behavior extensively:

Tone and personality — Set your brand voice in the worker configuration. The bot adapts its language to match — casual, professional, playful, or luxury.

Product knowledge — The bot automatically has access to your synced product catalog, including descriptions, pricing, sizing, and availability. It uses this data to answer questions accurately.

Business rules — Define rules for common scenarios:

• Operating hours for human escalation
• Return and refund policy responses
• Shipping information and delivery estimates
• Promotional messaging and discount codes

Language support — The bot can respond in the language the customer writes in. Configure your preferred languages in Settings > Bot Configuration > Languages.

Monitoring and Analytics

Track your Chat Support Worker’s performance in the Workforce dashboard:

• Conversations handled — Total number of customer interactions
• Resolution rate — Percentage of conversations resolved without human escalation
• Average response time — How quickly the bot responds (typically under 3 seconds)
• Customer satisfaction — Based on conversation outcomes and follow-up engagement
• Escalation log — Review every conversation that was handed off to your team, with the bot’s reasoning for escalation

Enabling and Disabling

You can turn the bot on and off at any time from Settings > Bot Configuration. When disabled:

• The bot stops responding to new messages
• In-progress conversations are flagged for human follow-up
• No credits are consumed
• Your Instagram account continues to receive messages normally — they just won’t get automated responses