Post and advertisement context
When Instagram provides Reel, post, story or advertisement details in a webhook, that context can be evaluated with the customer question. If the channel does not provide context, the assistant should not pretend it has seen the content.
A natural sales conversation
The goal is not to send long product lists. The assistant identifies the need and presents a small number of relevant options. Products, measurements and preferences already stated by the customer remain in the conversation context.
Continuing on WhatsApp
A customer can be directed to WhatsApp for more detailed support when the business permits it. Business-initiated messages outside WhatsApp’s 24-hour window may require an approved Meta template and may incur Meta messaging charges.
Measurable outcomes
Answered conversations, human handoffs and campaign interactions can be measured. Outcomes such as sales uplift should only be attributed when verified order or conversion data exists; conversation volume alone is not proof of revenue.
Frequently asked questions
Can Instagram and WhatsApp use one knowledge base?
Yes. Accounts for the same business can be assigned to one knowledge base. Each account should have one active assignment to prevent conflicts.
Should every message be automated?
No. Some conversations should be handed to a person because of configured topics, customer preference or required authority.