Aireply24 Documentation & User Guide

Welcome to the official Aireply24 documentation. This guide will walk you through setting up your business, training your AI assistant, managing your inbox, and automating your order fulfillment.

1. Getting Started

Connecting Your Business Platforms

To start automating your customer support, you need to connect your Facebook Page or WhatsApp Business account.

1. Go to the Dashboard.
2. On the left sidebar (under the business profile dropdown), click Connect Facebook or Connect WhatsApp.
3. Follow the secure Meta OAuth prompts.
   • For Facebook: Select the Pages you want to manage and grant the necessary permissions.
   • For WhatsApp: Complete the Embedded Signup flow to link your WhatsApp Business API number.
4. Once connected, your new Business Profile will appear in your dashboard dropdown.

Switching Between Businesses

If you manage multiple pages or numbers, click on your profile icon at the top of the sidebar and select the business you want to actively manage.

2. Training Your AI (Knowledge Base)

The AI needs to know about your business to sell your products and answer questions accurately. You teach the AI using the Knowledge section.

A. System Instruction

This is the "Brain" and "Persona" of your AI.

• Navigate to Knowledge > System Instruction.
• Write a clear prompt defining how the AI should behave.
• Example: "You are a helpful sales assistant for Dotshirt. Be polite, speak in Banglish, and always try to guide the customer to purchase our t-shirts. Do not offer discounts unless explicitly mentioned in the files."
• Pro Tip: Click "Save" whenever you make changes. The AI updates its knowledge instantly.

B. Products

Add the items you sell so the AI can showcase them to customers.

• Navigate to Knowledge > Products and click New.
• Upload up to 5 images, enter a Title, Description, and Price.
• The AI will automatically use this data to send beautiful carousel cards (with "Buy" and "View" buttons) to your customers on Messenger.

C. Files

Upload additional context like your Return Policy, Delivery Charges, or Size Guides.

• Navigate to Knowledge > Files.
• Upload an Image, Audio, or PDF document.
• Important: Fill out the Transcription field. Describe exactly what the file contains (e.g., "This image is our size chart. S=36 inches, M=38 inches..."). The AI reads this transcription to understand the file.

3. Managing the Inbox

The Inbox is where you can monitor all AI conversations and step in when necessary.

AI vs. Human Agent Mode

• By default, the AI replies to all incoming messages.
• Auto-Pause: If you (the human agent) type a message in the chat box and hit send, the AI will automatically pause itself for a set duration (default is 10 minutes). This prevents you and the AI from replying at the same time.
• Manual Control: You can manually stop or resume the AI by clicking the Stop AI / Resume AI button at the bottom of the chat, or via the three-dot menu on any conversation.

Understanding Message Icons

• Blue Bubbles (Right): Customer messages.
• Gray Bubbles (Left): AI or Human Agent replies.
• If a customer sends a voice note, the AI will transcribe it internally and reply to it automatically!

4. Order Management & Couriers

Aireply24 doesn't just chat; it takes orders for you.

How AI Collects Orders

The AI is programmed to know what fields are required for an order. By default, it asks the customer for: Name, Phone, Address, Product, and Quantity. Once the customer provides this, the AI automatically creates an Order in your dashboard.

Processing Orders

1. Go to Orders from the sidebar.
2. Here you will see a spreadsheet-like view of all orders captured by the AI.
3. You can click the Edit icon (pencil) to manually adjust customer details if they made a typo.
4. You can use the Bulk Actions menu to export all orders to a CSV file.

Courier Integration (Steadfast)

You can push orders directly to courier services like Steadfast with one click.

1. In the Orders table, click the Truck Icon (Courier Entry) next to an order.
2. First Time Setup: Enter your Steadfast API Key and Secret Key (found in your Steadfast merchant panel) and click Save.
3. The system will pre-fill the Steadfast form with the customer's Name, Phone, Address, and Invoice value captured by the AI.
4. Click Create Entry. The order is dispatched to Steadfast, and a Tracking Code is automatically saved to the order!

5. Settings & Automation Configuration

Navigate to Config > Settings to tweak how the AI behaves for the current business profile.

General Settings

• All Activity: A master switch to turn off the AI entirely.
• Auto Pause Timeout: How long the AI should stay quiet after a human sends a message.
• Delete Negative Comments: If enabled, the AI will analyze comments on your Facebook page and automatically delete ones with severe negative sentiment.

AI Capabilities

You can restrict what the AI is allowed to do.

• Analyze Attachment: Choose if the AI should process incoming images/voice notes directly, transcribe them, or ignore them.
• Send Product Cards: Toggle whether the AI uses carousel UI cards.
• Manage Orders: Turn off if you don't want the AI capturing order details.

Follow-up Rules

• Follow-ups Timer: Set how long the AI should wait before sending a "nudge" to a silent customer (e.g., 15 minutes, 1 hour). The AI will only send a follow-up if it makes logical sense in the conversation.

6. Billing and Credits

Aireply24 uses a transparent, Pay-As-You-Go credit system.

How Credits Work

• You only pay when the AI replies to a customer.
• The cost of a reply = Base Cost + Token Cost (based on how large your knowledge base is).
• You can see your exact Credit/Reply cost at the bottom of the System Instruction page.

Topping Up

1. Click the + (Plus) icon next to your Credit Balance at the bottom left of the sidebar.
2. Select or enter the amount of Credits you want to purchase.
3. The system will show you the cost in BDT (Taka).
4. Select your payment method (bKash, Nagad, or Rocket).
5. Send the exact amount to the provided number, enter your Transaction ID (TrxID), and click Submit.
6. Your credits will be added to your balance shortly after verification.

7. Analytics

To see how much time and money the AI is saving you, visit the Analytics page.

• Total Conversations: The number of unique customer chats.
• Automation Rate: The percentage of replies handled entirely by the AI without human intervention.
• Cost per Conversation: The average credit cost to handle one full customer interaction.
• Charts: View your daily or hourly workload, comparing AI replies vs. Human replies.

Need More Help?

If you encounter any issues not covered in this documentation, please reach out to our support team at info@aireply24.com or click the Notifications (Bell) icon in your dashboard for system updates.