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Manage Instagram, Facebook and WhatsApp in One Place with AI Social

Updated

One section of your Console for everything your AI does in DMs and comments

AI Social is where you run Omnichannel AI on your social channels. DMs, comment moderation, comment replies and testing all live together, with one switch per account and one view of how many tickets you have left.

You'll find it in the left menu of your Rep AI Console, marked New, between AI Support and AI Insights.

The five pages

Page What you do there
Overview See your ticket balance, your connected accounts and this week's activity. Turn DMs, moderation and replies on or off per account.
Messages Set up how your AI answers DMs on each channel: AI answering, channel instructions, Proactive Approach, disclaimer, check-ins and Rep Inbox.
Comment Moderation Let AI hide, flag or delete comments based on your rules.
Comment Replies Let AI reply to comments on your posts, Reels and ads.
Test & Train Try a DM or a comment and see exactly how your AI would respond. Free for every account.

At the top of each page, the channel bar switches between Instagram, Facebook and WhatsApp. A channel you haven't connected yet shows Connect. WhatsApp has no comments, so it appears only on Overview, Messages and Test & Train.

Facebook comments are coming soon. On the comment pages, the Facebook pill shows Coming soon. Facebook Messenger DMs work as usual.

Overview

  • Ticket status — how many tickets you have left, your plan or free-trial status, and alerts when you're running low, over your plan or paused. Use View billable conversations to see what used tickets, and Manage to change your package.
  • Connected accounts — every Instagram account, Facebook Page and WhatsApp number you've connected, with a switch for DMs, Moderation and Replies on each one. Switches are per account; rules and settings live on each page.
  • Add a channel — connect a channel you don't have yet.
  • This week — Conversations this week, Comments moderated and Comment replies sent.

Messages

Pick a channel, then set up how your AI answers DMs there:

  • AI answering — switch it on to let your AI answer DMs on that channel.
  • Channel instructions — extra guidance that applies only to this channel.
  • Proactive Approach (Instagram and Facebook) — let Rep start a conversation when a shopper reacts to your story or shares your post.
  • Disclaimer message — an optional note shown to shoppers that they're talking with AI.
  • Auto-resolve inactive conversations — choose when Rep checks in with a quiet shopper. The conversation closes automatically 48 hours after the check-in if the shopper doesn't reply.
  • Number status (WhatsApp) — the health of each WhatsApp number.
  • Rep Inbox: where your team answers — create a ticket in Rep Inbox for every conversation on this channel, so your team can pick up, assign and answer. If you don't use Rep Inbox yet, you'll see Try Rep Inbox instead.

Changes are saved together: click Save changes in the bar at the bottom, or Discard to undo.

Without Omnichannel AI

AI Social is part of Omnichannel AI. If it isn't active on your account, Overview, Messages, Comment Moderation and Comment Replies show what it includes and an Activate — Free button. Your first 70 tickets are free, one-time, and nothing is charged when you activate.

  • Test & Train is always free. Use Try it first in Test & Train → to see how your AI would answer your DMs and comments before you activate.
  • Already answering DMs? If your AI already answers DMs on Instagram, Facebook or WhatsApp, the Messages page stays available to you.

Another way in: your integration pages

Settings → Integrations → Instagram (or Facebook, or WhatsApp) opens the same pages for that one channel, with a menu on the left that shows the status of each section — for example "AI answering on" or "Moderation is on · 3 need decision". Click Open in Omnichannel AI → to jump to the full AI Social view. Changes you make in either place are the same changes.

Frequently asked questions

Is AI Social a separate product?
No. AI Social is the part of your Console where you manage Omnichannel AI on Instagram, Facebook and WhatsApp. Billing stays in one place: Billing → Omnichannel AI.

Where is AI email answering?
Email answering has its own setup with your helpdesk. It uses the same Omnichannel AI tickets.

Why can't I turn on moderation for one account?
Check that Omnichannel AI is active and that the account is still connected. If the connection needs renewing, Messages for that channel shows a Reconnect button.

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