Dear Suzannah

Map the real questions first, then automate the answers.

The real use case

You run a small business and customers DM you on Instagram, Messenger, or WhatsApp with the same handful of questions — price, hours, shipping, stock. You need automated replies that hand off to a human when it actually matters.

No prompt needed: use this workflow instead

Manychat AI is not mainly a blank-prompt tool for this use case. Use the interface, source material, settings, and review path instead.

1. Sign in to manychat.com and connect your Instagram, Messenger, or WhatsApp account.
2. Create a new flow and set the trigger (a keyword, a comment, or an incoming DM).
3. Write out your top 5 real customer questions and paste the real answers as text blocks.
4. Add a Keyword trigger for each question so the flow routes to the right answer.
5. Insert a Default Reply for anything unmatched that says you’ll respond during business hours.
6. Turn on the AI Step and point it at your FAQ or a knowledge base so it can handle phrasing variations.
7. Add a condition to hand off to a human (live chat or email) for orders and complaints.
8. Test the whole flow from a real customer account, then activate it.

Make the result less generic

• Use your real FAQs from your inbox, not guesses at what people ask.
• Set business-hours expectations in the default reply.
• Always offer a human handoff for orders, complaints, and anything with money.
• Test from a customer’s account, not your own admin view.
• Keep each automated answer under 3 lines so it’s scannable.

Quick human check

• Do the triggers match the questions people actually ask?
• Does the human handoff actually reach a person?
• Are the answers accurate and up to date?
• Does the tone match your brand, not a bot?
• Does it hand off for sales and complaints?

Sources and further reading

• Manychat official source
• Manychat pricing or plans
• Manychat Instagram automation