Templates give you a starting point for instructions that guide how your AI answers direct messages. Choose a common situation, add your store’s details, and save the instruction. You can edit it again at any time.
Add a template
- In your Rep AI Console, open AI Social → Messages and select Instagram, Facebook, or WhatsApp.
- Turn on AI answering and Use specific AI instructions for that channel.
- In the channel’s AI Instructions section, click Templates.
- Choose a template. Its text opens in the instruction editor.
- Replace every bracketed phrase, such as [DISCOUNT CODE], with your store’s real information. Adjust the wording to match your policy.
- Click Save in the editor, then Save changes on the Messages page.
Your new instruction appears alongside your existing ones. To use it on another channel, select that channel and add it there too.
Choose a starting point
- Collab & creator pitches: Point creators and brands to your collaboration program link or contact email.
- VIP & creator recognition: Set a warmer response and an offer you choose for valued shoppers or creators.
- Discount requests: Specify a valid code, the maximum discount, and how to answer further requests.
- Giveaways & contests: Add your published rules, entry deadline, and winner announcement details.
- Wholesale, press & partnerships: Direct business inquiries to the right contact.
- Invite shoppers to your list: Guide when the AI offers sign-up. Set up Subscribe & Get a Discount if you want the AI to complete sign-ups.
Test your instruction
Open AI Social → Test & Train, select DMs and the same channel, then try a message that matches your instruction. Check the reply and refine the instruction if needed. You can also test from a personal account by messaging your connected business account.
If you do not see Templates
Check that AI answering and Use specific AI instructions are on for the selected channel. The Templates button appears only when the catalog is available. You can still add an instruction with New.
If an instruction is missing after you leave the page, reopen Messages and check that you clicked Save changes after saving it in the editor.