Reply Settings
Each Page has its own reply settings for Messenger and for Instagram: what to answer from, how to sound, what to avoid and when to reply. Open them with the gear button on a Page row in 'Pages', or on an account row in 'Accounts' on Instagram. The window title is 'Reply settings:' followed by the Page name. Click 'Save' when you're done.
Mode
- 'Review before sending': every reply waits for a person.
- 'Autopilot': replies go out without anyone reading them.
- 'When the knowledge base has nothing, send': appears on autopilot only. A holding message of up to 1,000 characters. Leave it empty to stay silent.
Answer from
- 'Every knowledge base this company can read': the default.
- 'Only these knowledge bases': tick one or more knowledge bases.
- 'Only these sections': tick a knowledge base, then tick the sections inside it.
If you run several brands or shops from one company, point each Page at its own knowledge base. Then one brand's prices never turn up in another brand's replies.
Voice
| Setting | Options | What it does |
|---|---|---|
| 'Tone' | 'Default', 'Friendly', 'Professional', 'Short and direct', 'Warm and reassuring', 'Custom…' | Sets how replies sound. 'Custom…' lets you describe the tone in up to 64 characters. |
| 'Language' | 'Match the customer', or 'Always reply in' a language you pick | 'Match the customer' replies in the language the customer wrote in. |
| 'Instructions' | Free text, up to 2,000 characters | Anything the replies should always do or avoid, for example always mentioning free parking. |
Guardrails
| Setting | What it does |
|---|---|
| 'Hand to a human when the message contains' | Words or phrases. When a message contains one, KnowStack doesn't draft or send anything for it. |
| 'Never answer about' | Topics. When a message mentions one, KnowStack doesn't draft or send anything for it. |
| 'Daily reply cap' | The most messages KnowStack sends on its own on this Page each day. Default 200. 0 stops all replies on this Page. |
| 'Pause this Page' | No drafts and no sends until you turn it off. |
Type a word or phrase and press Enter to add it. Each list holds up to 50 entries of up to 64 characters. Matching ignores capitals but looks for the exact word, so add the forms customers actually use, such as 'refund' and 'refunds'.
A message stopped by either list gets no draft. The conversation is marked 'Needs a person' and everyone with the 'Messenger Replies' permission is notified, so it waits in the queue for your team rather than going quiet.
The daily reply cap counts what KnowStack sends by itself: autopilot replies, holding messages and after-hours messages. Replies a person sends or approves don't count. Once the cap is reached, new messages get no draft until the next day.
Business hours
Leave every day empty to reply at any hour. To set hours, choose a 'Timezone', click 'Add hours' on a day and set 'From' and 'To'. A day can have up to four time ranges. Once any day has hours, the days showing 'No hours set' count as closed.
Outside business hours, KnowStack doesn't draft or send replies in either mode. If you write an 'After-hours message' (up to 1,000 characters), KnowStack sends it automatically to each message that arrives outside your hours, including in review mode. The customer's message stays in 'Conversations' for your team.
Page
'Enabled' is the same switch as on the Page's or account's row. Off means the Page stays connected but KnowStack doesn't receive its messages, and nothing is drafted or sent. 'Disconnect Page' at the bottom of the Messenger settings removes the Page (see Pausing and Disconnecting).
Message history
'Keep message text for' sets how many days KnowStack keeps message text: 90 by default, anywhere from 30 to 3,650. After that, the words and the customer's name are removed. Who wrote when, and what the AI couldn't answer, are kept. This is one setting for every Page in the company. Removed messages show 'Message removed after' and the number of days.