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Kolay DM

Reply Mode and Approval Mode

Should the bot send replies instantly, or should you approve them first? Choose for the whole brand or for a single chat.

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What It Does

Reply mode controls how the bot sends messages. There are three options:

  • Auto: the bot answers questions itself, instantly.
  • Approval: the bot drafts the reply; it's sent once you approve it.
  • Bot off: the bot doesn't write; you handle the conversations.

Setup

For all chats:

  1. On the Setup page, open the bot settings.
  2. In the bot reply mode section, choose to change the reply mode.
  3. Select the mode and click Save.

For a single chat:

  1. Open the chat in the Inbox.
  2. Pick the mode you want from the reply mode picker in the message composer.

How It Works

In approval mode, when the bot drafts a reply, the chat shows a "Bot reply — not sent yet" box. Use Approve and send to deliver it, or Don't send to discard it.

A mode chosen for a single chat takes priority over the brand-wide setting. These chats are listed as chats with their own mode, and you can reset all of them to the general setting at once.

Limits and Things to Know

  • If our support team has temporarily switched the bot off, your choice is saved but has no effect until the bot is back on.
  • Replies waiting in approval mode are also subject to the Instagram and WhatsApp 24-hour rule; a reply approved too late may not be sendable.

Frequently Asked Questions

Which mode do you recommend for a new business?
Starting with Approval mode in the first days helps you get to know the bot's answers. Switch to Auto once you trust them.
What if I want to talk to one customer myself?
In the Inbox, choose Bot off from that chat's reply mode picker. Other chats are not affected.
What happens to replies I don't approve?
A reply you choose not to send never reaches the customer. You can write your own reply instead.

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