AI chatbot

A conversation between a customer and the chatbot

Decide what the chatbot answers in Settings → AI → AI Settings, and turn it on or off with the AI Chatbot button at the top of the DM Inbox screen. Replies stay in the DM Inbox conversation as white speech bubbles, so you can see them side by side with replies written by people.

12.1When to use it

12.2Before you start

• The AI chatbot is available on paid plans. On the free plan, you can see the AI Settings screen but can't save.
• Your Instagram account must be connected to Conma. (Connect Instagram)
• If you don't add any information for the AI to refer to, the chatbot won't turn on. The rule of this feature is simple: if there's nothing to base an answer on, it says nothing.
• Replies sent by the chatbot can't be undone. We recommend reading through what you've written once more before turning it on.

12.3Step-by-step guide

1

Add information for the AI to refer to

This is the first field in the Settings → AI → AI Settings → Reply Settings tab. It's what the AI bases its answers on, and you can use three methods together in one list. What you write here is also used for AI suggested replies on comments and posts.

Method	Use it when
Write directly	Put the question in the title and the answer in the content. It's the fastest way and uses no credits
Upload a file	You already have an organized document, like a customer service manual
Connect a link	The content changes, like a website or Google Sheets

Information the AI refers to

An information list mixing sheet connections and direct entries

Not sure what to write first? Start with Conma's suggested items below. Click one to open a field with example text. We've picked only items that work for any industry.

• Account intro: what you do
• FAQs
• Business hours
• Contact · How to reach us
• Events · Notices

It's a good idea to add your contact info and how to reach you. Then the AI can answer when customers ask directly, like "What's your phone number?" If you don't add it, those questions go to a team member.

Example of replying to an English inquiry in both English and Korean

Even when inquiries come in another language, the AI replies in that language. You can write your information in Korean only. There's no need to translate it and upload it separately.

After uploading, click 'Start AI Training'

• Files and links are only added to your information when you click this button. Just uploading them isn't enough.
• Before you click, we'll show you how many credits it will use.

Characters read and training credits shown

• 'Write Directly' entries are already in question-and-answer form, so they don't need training and don't use any credits.

Storage is 15,000 characters per workspace

• All accounts connected to the workspace share it. If you go over the limit, uploads are blocked.
• A customer service manual is often around 8,000 characters, so just one can fill half of your storage.
• Keep an eye on the storage usage above the field as you add content. Files still in training reserve their space and are shown too, and any amount over the limit is shown as well.

PDFs with only images can't be read

• PDFs made by scanning or photographing paper contain images, not text, so the AI can't read them.
• If you can open the PDF and select the text by dragging, it's fine to upload.
• If you only have a scanned copy, please move the content into 'Write Directly'.

Be sure to check what was read

• Click 'View Extracted Content' on a file to see everything the AI actually pulled from it.
• This is where you can catch broken tables or missing pages.
• Checking doesn't use any credits.

Extracted content can't be edited. If it's wrong, you'll need to delete that material and upload it again, which uses training credits again. For an 8,000-character manual, re-uploading costs 40 credits. So it's best to check once right after uploading.

2

Set how the AI replies

This is the second section of the same Reply Settings tab. Here you set the tone and the rules to follow. AI-suggested comment replies follow these settings too.

Reply style

Tone: It changes as soon as you click a card. 'Friendly' is selected by default.

Tone	Example
Polite	Thank you for your inquiry. We will check and get back to you.
Friendly	Thanks! We'll check and let you know right away
Casual	Thanks! I'll check and let you know right away
Custom	Write the tone you want in up to 200 characters, then click 'Save'

Rules to follow: Write what the AI must always do and must never do when replying. Click 'Add Guideline', or start from Conma's suggestions below (Must Do · Must Not Do · Depends on the Situation).

• Replies are still sent even if you leave this empty. But if some inquiries, like refunds or exchanges, should go to a person, it's a good idea to write them down.
• Rules can be up to 1,000 characters. They're counted separately from your reference information, so they don't use up your information storage.
• If rules conflict, the AI gets confused and hands off to a staff member more often, so keep them short and clear.

3

Set up the chatbot

This is the AI Settings → Chatbot Settings tab. These settings apply only to the DM AI chatbot, not to AI-suggested comment replies.

Common Messages

These are two messages sent the same way in every conversation. Each can be up to 500 characters, and you need to click 'Save' after editing for changes to apply.

• Auto-Reply Notice: Sent once per conversation as a separate message before the first reply.
  • This message discloses that an AI is replying, so it can't be removed.
• Staff Handoff Message: Sent when the answer isn't in what you've written.
  • The AI stops here instead of making things up.

Common messages in the Chatbot Settings tab

Staff handoff message when there's no answer

Excluded from Replies

Choose who the chatbot won't reply to. Switches and checkboxes are saved as soon as you click them.

Setting	What it does
Mutual Follower Replies	When on, the chatbot won't reply to DMs from mutual followers
Exclude by Label	The chatbot won't reply to people with the checked labels. The blacklist is always excluded

You can create labels right here (up to 20 characters, up to 10 labels), and edit or delete them in 'Manage Labels'. To learn how to add labels to people, see DM Inbox.

Excluded from Replies

4

Turn it on from the DM Inbox

Tap the AI Chatbot button at the top of the DM Inbox screen to see the on/off switch. Once it's on, the AI starts answering DM inquiries.

AI Chatbot switch at the top of the DM Inbox

• Turning it off doesn't delete anything you've added in AI Settings.
• Tap 'Go to AI Chatbot Settings' to jump straight to the AI Settings screen.

12.4Connect Google Sheets

For values that change often, like price lists or menus, connect a sheet. The AI reads the current values every time an inquiry comes in. An uploaded file stays frozen at the moment you uploaded it, but a sheet reflects your edits right away.

When you paste the link, you'll be asked 'Does it change often?' How the AI reads it depends on your choice.

Link connection window

'Changes often' is only available for Google Sheets. If you enter a website or Google Docs address, that option is locked and the link connects as 'Rarely changes' only.

Connect button when 'Changes often' is selected

Connecting a sheet doesn't use any credits. That's why the button says 'Connect' instead of 'Start AI Training'. The sheet is read on the spot whenever an inquiry comes in, so no training is needed.

How to set up your sheet

Column names in the first row, one value per cell. That's all you need to follow.

Good example

If a customer asks, "Do you have the iPhone 17 Pro in black, 256GB?", the AI finds the row where model, color and storage all match, then answers with that row's quantity and restock date. You don't need to set in advance which column to answer from.

Bad example

If you write everything as a sentence in one cell, like "iPhone 17 Pro: 2 left in black 256GB, silver is sold out," the values can't be separated. Rows can't be picked by condition, so that table can't be used for answers.

There are four things to follow.

• Fill the first row with column names. This row tells the AI what's in each column.
• Give columns clear names. Names like A or Column1 don't say what's inside.
• Enter only one value per cell. If you put several values in one cell, like '4,500 won / 5,000 won', they'll be read exactly as written.
• Avoid empty rows and merged cells. They make the table look like it ends partway through.

Only rows where all the mentioned conditions match are used. For "iPhone black," only rows matching both are checked. If no row matches, the AI doesn't make anything up and hands the chat over to your team. If several rows match, it looks at up to the first eight.

Notice when a table is already connected

You can connect one live table per workspace. When you connect a new sheet, you'll be asked whether to replace the current one. If you want both a price list and a stock table live, put them in a single sheet.

Invite Conma to your sheet

Just pasting the link isn't enough for it to be read. Use Share in the top right of your sheet to add Conma as a Viewer. The address to add is shown on the connection screen, and you can grab it with the copy button. For private Google Docs or Slides, invite Conma the same way so they can be read.

Invite address and copy button

Copy the address with the tab you want open

If your sheet has several tabs, copy the address while the table you want is open. That tab will be selected by default.

Check that it's connected properly

When you tap 'Connect', it connects right away with no extra confirmation screen. You'll see the column names it read, like 'Table connected. Reading Category · Menu item · Price · Notes live.' The connected sheet appears in your knowledge list marked 'Connected' · 'Live'.

Check two things in the list item.

Tap 'Open link' to open the connected sheet right away.

Connected sheet item

Replies include an "as of" time

When a reply uses a value found in your table, the time it's based on is added to the end of the sentence.

There are 3 pieces left. (As of 2026-09-05 14:02)

• This is the time the sheet was last edited. If that time can't be read, the time the inquiry came in is used instead. The table is read again for every inquiry, so either one is an accurate reference.
• It's only added to sentences where a value was actually found in the table. It isn't added when the reply is based on what was learned from files or your website.
• It's sent in the customer's language.

A reply summarizing several rows, with the "as of" time

A sentence answered with a value from the table, with the "as of" time

Even if the sheet is out of date, the AI will state its values as they are. The only hint of how old a value is comes from the "as of" time, so please update the sheet as things change, especially for values that change often, like stock.

Uploading an Excel file

You can upload an Excel file (.xlsx) instead of a Google Sheet. The rules for building the table are the same as above: column names in the first row, one value per cell, no blank rows or merged cells.

However, it's read differently.

12.5The chatbot steps back when a person replies

In a conversation where you've sent a reply, the AI won't step in for 5 minutes from that point. If the AI sent a different answer while you're handling it, your account would be saying two things to the customer. Tap 'Resume chatbot' in the notice above the conversation to hand it back right away.

• Replies sent directly from the Instagram app also count as human replies.
• After 5 minutes, the AI replies again. This way, inquiries at night or on weekends aren't missed.
• Messages sent as automated DMs or winner notices don't count as human replies.

In the DM Inbox, messages sent by the AI are shown in white bubbles with an 'AI chatbot' label.

Chatbot replies and human replies

12.6Credits

When credits aren't deducted

• When an inquiry comes in an unsupported language
• When a handoff message is sent because the sheet couldn't be read or column names were changed
• Messages received within 5 minutes after a person replied
• When a reply wasn't sent due to insufficient credits. Once you top up, the next reply also covers the inquiries that piled up

Translation unavailable notice

12.7Good to know

Turn off the chatbot for one conversation

To turn off AI replies for just one conversation while keeping the chatbot on, open that conversation in the DM Inbox and turn off the Handling → Chatbot switch in the Profile tab on the right.

"Needs review" label in the conversation list

When the AI gets a question it doesn't know, it sends a handoff message instead of making up an answer. Conversations marked 'Needs review' in the list need your direct reply.

A website link only reads the exact page you paste. It doesn't follow links into submenus. To use several pages, paste each address separately. If your website content changes, tap re-read to apply the update.

12.8Wrapping up

Turn on the AI chatbot switch above the DM inbox, and the AI starts answering DM inquiries from then on. To see how it's replying, open a conversation in the DM inbox.

If the answers seem off, edit the reference information in AI settings and train it again. Conversations the AI couldn't answer and handed off to a team member also stay in the DM inbox.