Reply mode
Instagram agents receive a lot of noise — an emoji on a post, a one-word comment, a message meant for someone else. Reply mode decides whether the agent answers everything.Decision prompt
Shown when mode is Decide. Describe what is worth answering:Only reply if the message is a question about the product, a complaint, or a request for pricing. Do not reply to emoji-only comments, compliments, or tagging of other accounts.
Human transfer
Hands the conversation to a person when the agent decides it is out of its depth.
Once a conversation is handed off, the bot stops replying to that contact until someone releases it manually. It does not resume on its own — that is the point, so a customer waiting for a person is not interrupted by the agent.
Example criteria:
Transfer if the user is angry, mentions a refund or a legal complaint, asks explicitly to speak to a person, or repeats the same question after the agent has already answered it twice.Handed-off conversations are visible in the Inbox, where you can filter to them and hand the contact back to the agent with Assign to Agent.
Instagram agent types
Set at creation, shown as a tag in the Chat Agents table:Related
Instagram channel
Connecting the account and going live
Custom functions
The function type Instagram agents support