AI support agent for
Instagram and Facebook DMs.
Give every customer a fast, accurate answer, day or night. The Support Agent answers questions from your own knowledge base and hands conversations to your team when a person is needed.
What it does
Support that never
keeps people waiting.
Most support messages ask the same questions about orders, shipping, returns, and bookings. The Support Agent answers them consistently, so your team can focus on the conversations that need a person.
Answers from your knowledge
Shipping times, returns, order steps, opening hours, and policies, answered from your website, files, articles, and FAQs.
Consistent, on-brand replies
Every customer gets the same accurate answer, in the tone of voice you choose: friendly, professional, or casual.
Hands over to your team
Complex issues, refunds, and complaints can be transferred to a person, with handed-over chats easy to find.
Example conversation
The right answer,
in seconds.
A customer asks about returns late at night. The agent answers from your returns policy and sends them to the right page, so the question is resolved before your team logs in.
- Answers from your policies and FAQs
- Links to the right page for the next step
- Transfers to your team when needed
Your Brand
yourbrand
Your Brand
yourbrand · Instagram
View profileToday 9:41 AM
Hi, what's your return policy?
You can return unused items within 30 days of delivery. Start your return from our returns page and we'll email you the next steps.
Start a return
Perfect, thank you!
Seen
How it works
Teach it once.
It answers every time.
Create a Scale support agent
In Hypello, open AI Agents, create a new agent, and choose Scale support. Name it and pick a tone of voice.
Write clear instructions
Start from the instruction template closest to your business, then describe what the agent should and shouldn't answer.
Build the knowledge base
Add your website, policy and manual files, longer articles, and question-and-answer pairs for your most common questions.
Turn on skills
Enable Send welcome message to greet customers, and Collect customer details when you need an order email or phone number.
Connect channels and test
Connect your Instagram and Facebook accounts, then ask the questions customers send most to check the answers.
Skills
Skills for
smoother support.
Turn on the skills that match how your team handles support.
Send welcome message
Open each conversation with a context-based greeting or a custom message that sets expectations.
Collect customer details
Ask for a name, email, or phone number so your team can look up an order or follow up.
Transfer to your team
Hand refunds, complaints, and unusual requests to a person instead of guessing.
Offer discount code
Share a goodwill code with a description, for example after a delayed delivery.
In detail
Getting great answers
from your agent.
Build a knowledge base that answers well
Each knowledge source does a different job. Question-and-answer pairs give exact answers to your most common questions. Articles explain processes in depth, such as how to exchange an item. Your website keeps the agent current on products and pages, and files cover policies, manuals, and price lists.
Start with the twenty questions your team answers most, add those as FAQs, and expand from there based on real conversations.
Keep answers accurate
Your instructions set the boundaries. Tell the agent which topics to handle, which to pass to a person, and to say when it isn't sure rather than invent an answer. Update the knowledge base whenever a policy changes, so the agent never repeats outdated information.
Hand over at the right moment
Refunds, complaints, and unusual requests are better handled by a person. The agent can transfer these conversations to your team, and Hypello keeps track of chats that have been handed over, so your team knows exactly what needs attention.
Fast replies inside Instagram's messaging window
Instagram generally lets businesses reply freely within 24 hours of a person's last message. An AI agent answers instantly, including at night and on weekends, so customers aren't left waiting. For predictable keyword replies, see Instagram auto reply.
Who it's for
For teams that answer
the same questions daily.
Online stores
Answer order, shipping, sizing, and returns questions without growing your support team.
Salons and spas
Share prices, opening hours, and booking steps, and pass special requests to staff.
Restaurants
Answer questions about menus, allergens, reservations, and opening times.
Coaches and course creators
Help students with access, schedules, and course questions between sessions.
FAQs
AI Support Agent questions
Answers to common questions about Hypello's AI Support Agent.
Yes. Hypello's Support Agent replies to customer messages on Instagram and Facebook, answering questions about orders, shipping, returns, bookings, and policies from the knowledge you add.
You can add your website (a single page or several pages, including subdomains), files such as policies and manuals, articles, and question-and-answer pairs. Combine them so the agent has both detailed information and exact answers to common questions.
Write your instructions so the agent says when it isn't sure instead of guessing, and transfer the conversation to your team. Hypello shows which chats have been handed to a person, so your team can pick them up.
You choose a friendly, professional, or casual tone of voice, and your instructions can describe how you want the agent to speak, including words and phrases to use or avoid.
Yes. You can connect the agent to Instagram, Facebook, or both, so customers get the same answers wherever they message you.
More AI agents
Explore the other agents
Answer every customer, even after hours.
Create your Support Agent in minutes. An AI agent is included on Hypello's free plan.