Autopilot Help Centre

💬 CRM & Inbox All topics →

CRM & Inbox How do I send photos, voice notes and files in a chat? In a chat's answer box, use the paperclip for photos, videos and files, the camera, the microphone for a voice note or the gallery. Up to 30 files at a time, 25 MB each. CRM & Inbox How do I use saved replies? Save ready answers by category in CRM › Inbox › Replies & automations › Reply templates. Sellers pick one from the answer box, check it and send it. CRM & Inbox How do I keep product photos ready to send in chats? Upload product photos to the Inbox photo gallery by category. Sellers then pick them from the answer box and send them in a chat with one click. CRM & Inbox How do I set a welcome message and an away message? Add a welcome answer for a new customer's first message and an away answer for messages outside office hours, in the Inbox's Automatic answers tab. CRM & Inbox How do I auto-answer messages with certain words? Make an automatic answer with the trigger Message has a word, list the words, and write the answer. It goes when a customer's message has one of them. CRM & Inbox How do I answer comments on my posts? Post comments come into the Inbox as chats. Answer in public under the comment, or send one private message to the commenter's inbox, by hand or automatically. CRM & Inbox How do I hide a rude or competitor comment? Open the comment's chat in the Inbox and press hide from post under the comment. It is hidden on Facebook or Instagram, and show again brings it back. CRM & Inbox How do I set the inbox office hours? Set an opening and a closing time in the Office hours box of the Inbox's Automatic answers tab. Outside these hours, customers get your away answer. CRM & Inbox How do I label chats with categories and tags? Add categories and tags in Inbox settings, then set them on each chat. Use them to filter the Inbox and to read the performance report by topic. CRM & Inbox How do I change many chats at once? Tick chats in the Inbox list, choose Set status, Set category, Add a tag, Remove a tag or Give to a seller in the bar on top, and press Apply. CRM & Inbox How do I schedule a message to send later? In a chat, press the clock button in the answer box, choose the date and time, write the message or add files, and send. Cancel it any time before it goes. CRM & Inbox How do I make an order from a chat? Open the chat and press Make the order. The form opens with the customer's name and phone filled in, and the order stays linked to the chat and its seller. CRM & Inbox How do I message a WhatsApp customer after 24 hours? After 24 hours without a message from the customer, WhatsApp takes only a Meta-approved template. Pick one in the chat's WhatsApp template box and send it. CRM & Inbox How do I send a WhatsApp campaign to many customers? Send a Meta-approved WhatsApp template to many customers: pick all customers, your WhatsApp chat customers or pasted numbers, check it, then press Start. CRM & Inbox How does the office move a chat to another seller? Open the chat and use the Move this chat box: give it to a chosen seller, to the next seller by the shares, or to nobody. Needs Inbox — every chat. CRM & Inbox What does "Inbox live" show? Inbox live shows your chat team right now: who is taking chats, who is on a break, who has customers waiting and for how long. It refreshes by itself. CRM & Inbox How do I read the Inbox performance report? Inbox performance shows, per seller, chats given against their share, how fast they answered, chats moved away, and orders and sales from their chats. CRM & Inbox What are Meta events (Conversions API) for chats? Meta events tell Meta when a chat turns into an order (Purchase) or a customer gives a phone number (LeadSubmitted), so your ads learn who buys. CRM & Inbox Why are customer photos copied into the inbox? Facebook's links to customer files stop working after a while, so the inbox keeps a private copy. Only people who may open that chat can see it. CRM & Inbox Who can see which chats? Three Inbox ticks decide it: Inbox — own chats (a seller's own), Inbox — every chat (all chats, moving them, everyone's times) and Inbox settings. CRM & Inbox What is Live chat on my website? Live chat is a chat button on your shop. Visitors write, send photos, voice and files without an account, and your team or the AI assistant answers. CRM & Inbox How do I switch on Live chat and choose who answers? In Marketing channels › Live chat, switch on the chat button, write a greeting, choose a person or the AI assistant to answer, pick who takes over, and save. CRM & Inbox How do I set up the AI assistant in Live chat? Add your own Claude, ChatGPT or Gemini key in Live chat settings, write your shop's rules, choose the AI assistant to answer, save and press Test the AI. CRM & Inbox How do staff answer website visitors? Open My workspace › Live messages, pick a chat and type your answer. The visitor sees it at once, and the AI stays quiet in that chat after you reply.