AI Knowledge & Prompt

Configure how your automation routes, reasons, and replies across every channel.

Workflow Automation Routing
How every incoming message is processed, from detection to delivery.
1

Incoming Message / Comment Received

A new message arrives from Messenger, Instagram DM, WhatsApp, TikTok, or a Facebook comment. The system immediately captures the sender, platform, and message text.

Real-time
2

Query Google Sheet for Exact Match

The bot searches your connected Google Sheet for a 100% exact match in the Question column. If found, it instantly replies with the corresponding Answer — completely free, no AI token cost.

Costs $0
3

Forward to AI Engine with Custom Instructions

If no exact match exists, the message is passed to your selected AI Engine (OpenAI GPT-4o or Claude 3.5 Sonnet) along with your System Prompt. The AI crafts a contextual reply using your brand voice.

AI Powered
AI System Prompt & Instructions
The persona and rules your AI follows on every reply when a Sheet match is not found.
Sheet-first routing
AI fallback enabled
Exact match priority

Tip: Use bullet points for rules, define your brand tone explicitly, and remind the AI to stay within your knowledge base. The Google Sheet data is injected automatically as context.

Fallback Safety Triggers
Protect your brand by automatically handing off to a human when needed.

Fallback to Human Agent if AI Confidence is Low

When the AI's confidence score drops below 60%, the conversation is paused and flagged for a human to take over.

Typing this word stops the bot and alerts a human.

You can add multiple keywords separated by commas. The bot will immediately stop replying and send a hand-off message to the customer.