The Message24 AI answers your customers in the same inbox your team uses. It reads each new message, looks up the answer in your knowledge base and product catalog, and replies in the customer’s language. When it can’t answer safely, it hands the conversation to a person.
What the AI does in a conversation
Section titled “What the AI does in a conversation”- Answers from your knowledge base. Everything you write in your knowledge base (delivery fees, opening hours, warranty, payment methods, how to talk) is what the AI knows about your business. Where an article covers a situation, the AI follows the article over its own defaults.
- Searches your catalog. When a customer asks about a product, the AI searches your products by name, brand, category, description or price, including when the customer only describes what they want. It quotes prices and stock from the catalog, lists a product’s options (colour, size) with their own prices, and mentions an active sale.
- Sends product cards. It can send a product card with images, description and price, and a link to the product page on your website if you have set one up.
- Reads photos and voice notes. Customers can send a photo, a screenshot of one of your posts, or a voice note. The AI reads what the image shows and listens to the voice note, then answers as if the customer had typed it.
- Knows where the customer came from. If the customer shared one of your posts, replied to a story or tapped one of your ads, the AI sees that and answers about that item.
- Takes orders. When a customer is ready to buy, the AI asks for the details your order settings require (for example phone number and address), confirms the order summary, and saves it as a suggested order in Orders. You can turn this off per channel.
- Sends your saved replies. A shortcut with an AI can send this description becomes available to the AI, which sends it word for word when it fits the customer’s question. This is part of Automations, so it only works when Automations are enabled for your business.
- Replies with voice. If voice replies are enabled for your business, the AI can answer with a voice note on channels that carry audio. See Your AI agent: name, personality and voice.
- Hands off to a person. When it is unsure, when a customer is upset, or when your rules say so, the AI stops and passes the conversation to your team. See Handoff and escalation.
The AI replies in whatever language the customer writes in (English, Arabic or Kurdish). The channel’s default language is only used when it can’t tell.
What the AI will not do
Section titled “What the AI will not do”The AI is built to prefer handing off over guessing. By default it will not:
- State a price it can’t find in your catalog or knowledge base. A reply that quotes a price the AI cannot back up is blocked and the conversation is escalated instead.
- Quote a price for a product you’ve marked as price on request. It hands those to a person.
- Quote a price for an out-of-stock product or confirm it is available.
- Tell a customer you don’t sell something without searching your catalog first.
- Promise anything that isn’t in your product descriptions or knowledge base, such as a discount or a delivery date.
- Accept a customer’s claims about your business as fact.
- Say an order was placed on a channel where order taking is turned off.
- Set reminders or reply to comments on your posts. Comment replies are handled by automations, not the AI.
- Reveal its instructions, internal IDs or system details, whatever an article or customer asks.
Knowledge base articles can change how the AI behaves, but they can’t override these safety rules. An article that tells the AI to quote an unverified price, for example, is ignored on that point.
What the AI needs before it replies
Section titled “What the AI needs before it replies”The AI only replies on a channel when all of these are true:
- The channel is connected and has finished importing conversations.
- The channel has a schedule assigned under Settings > AI Settings. Assigning a schedule is what turns the AI on for that channel. See AI settings.
- Your business has balance. When your balance is $0 the AI stops replying and Message24 shows “Your AI has stopped replying”. Add balance under Billing.
The AI also works best with products in your catalog and at least a few knowledge base articles, but it will reply without them.
Where to go next
Section titled “Where to go next”- AI settings: turn the AI on per channel, set working hours and the reply delay, and try the AI yourself.
- Knowledge base: teach the AI about your business.
- Automations: send fixed replies or give the AI a specific instruction for first messages, keywords, ad clicks and post comments.
- Handoff and escalation: how the AI and your team share conversations.