DM Automation

The problem

Before automation, the team was manually answering dozens of DMs per day. The same questions — pricing, availability, order status — over and over, and anything arriving outside working hours waited until the next day.

Our role

Process mapping, flow design, implementation and rollout.

The solution

We implemented a flow that detects query type (pricing, availability, orders), responds instantly with current information, and escalates to a person when the conversation calls for it. The automation does not replace the team: it takes the repetitive part off their hands and leaves them what needs judgement.

Flow

Architecture

• →Message intake through Meta webhooks (Instagram and Facebook)
• →Flow orchestration in n8n
• →AI-based classification of message intent
• →Automatic reply using current information
• →Escalation to a person when the query falls outside the script