Operating instructions
What KinReply does, step by step, and where it stops. No small print.
Setting up
No password: you sign in with a link from your email. This is how setup will work once sign-ups open.
- 1
Open an account by email
Enter your shop name and email. You get a sign-in link that works once, for 10 minutes. There is no password.
- 2
Connect Instagram or Facebook
Pick your Facebook Page or Instagram account. Instagram has to be public and professional for comments to come through.
- 3
Set keywords or add a price list
For Reply: keywords like “price” or “info” and the message that goes out. For Smart, also your price list, catalogue, delivery and return rules.
- 4
KinReply answers
From the next message that matches your setup. On Smart, anything the AI doesn’t know is flagged for you in the inbox, and you get an email.
Reply
Reply: a comment becomes a private message
For shops that get the same question under every post. The price is right there on the post, and someone still writes “price?”.
- Trigger
- A customer comments on a post. You choose whether it applies to every post or just one.
- Keyword
- It reacts to keywords, or to every comment, as you choose. A keyword is matched as a whole word, so “link” doesn’t fire on “linkedin”; you can switch that off. If two automations match one comment, the older one wins.
- Private message
- The customer gets one private message, the opener. When they answer, the rest follows: text, a link, whatever you prepared.
- Follow-up
- You can add one more delayed message, but only within 24 hours of the customer’s message.
- Public reply
- If you want, KinReply also replies publicly under the comment, so others can see the customer got a message.
- Follow first
- You can ask the customer to follow you first. If Meta can’t tell whether they follow, the message goes anyway.
Smart
Smart: an AI answers from your price list
Comments still run on keywords. Inbox messages are answered by the AI, and only from what you gave it.
- Knowledge
- Paste text or question-and-answer pairs, or add a CSV, XLSX, PDF or DOCX file. Supplier prices, margins and internal entries never reach the AI.
- The check
- Every price, SKU, link and product name in a reply has to exist in what you gave it. If it doesn’t, the AI tries once more, then hands over to you.
- Handing over to you
- When it doesn’t know, when the check fails, or when the customer asks for a person: it sends your holding reply, flags the thread, emails you and stays quiet until you switch it back on.
- When you write
- As soon as you reply in a thread, the AI steps back there for 12 hours. You can set anything from 1 hour to 7 days, and pause the AI by hand.
- Language and script
- It answers the way the customer writes: Latin, Cyrillic or English. You can also fix one script for everyone.
- Your rules
- Pick a tone (formal, friendly or playful), add instructions of up to 2,000 characters, switch the AI on per channel and choose when it works: always, only outside business hours, or only during them.
- It says it’s an AI
- The first AI message starts with “This is an automated reply from an AI assistant.” It can’t be turned off.
Smart
When it doesn’t know, it doesn’t make it up.
On Smart, the AI answers only from what you gave it. If a price, link or product isn’t in your price list or catalogue, it doesn’t guess: it sends your holding reply and hands the conversation to you.
radionica.maraexample shop
For youDo you have this bag in red? How much would it be?
Thanks for your message! We've passed your question to our team and will get back to you as soon as possible.
The red bag is not in the price list
The conversation is flagged for youYou see it in the inbox, and an email tells you someone is waiting.
The AI stays quiet in that threadUntil you take over and switch it back on. Same when you write yourself: the AI steps back for 12 hours, and you can change that.
The first message says it’s automated“This is an automated reply from an AI assistant.” It can’t be turned off, and the bot never presents itself as you.
Prices and links are checkedEvery price, SKU, link or product name in a reply has to exist in what you gave it. If it doesn’t match, that reply doesn’t go out: the AI tries once more, then hands over to you.
The AI can still get the wording wrong. That’s why the check and the handover exist, and every conversation is there in your inbox.
Rules set by Meta
These apply to every tool of this kind, not just KinReply.
- After a customer’s message there is a 24-hour window. No automated message may go out after it, so KinReply can’t start a conversation or follow up on its own.
- One comment gets at most one private message.
- An Instagram account has to be public and professional for its comments to reach KinReply at all.
Questions we get too.
Can the bot pretend to be me?
No. On Smart, the first AI message in a conversation starts with “This is an automated reply from an AI assistant.”, and that can’t be turned off. When you write yourself, the AI steps back from that conversation. On Reply, the customer gets the message you wrote in advance.
What if it doesn’t know the answer?
On Smart, it sends your holding reply, flags the conversation for you, emails you and stays quiet in that thread until you switch it back on. It doesn’t guess prices, links or products.
Can it message a customer first?
No. Meta doesn’t allow it on Instagram or Facebook. KinReply only answers when a customer writes a comment or a message, and only within 24 hours of their message. One comment gets at most one private message.
Do I need a particular kind of Instagram account?
Your Instagram account has to be public and professional (business or creator). Without that, Meta doesn’t send comments to any tool, KinReply included. You can switch a personal account in Instagram’s settings.
Do you keep the files I upload?
No. We read the file, pull out the entries and delete it, within an hour at most. Only the entries stay, and you can edit or delete them whenever you like.
Sign-ups open soon.
Until then, email us with any question.
Questions: support@kinreply.rs