Intelligence

The reply is automated, not the decision tree.

You do not build a flow for every “hello” and every “price”. The model picks an agent, decides whether it can go out on its own, and writes from your catalog.

In Conext automation is the pipeline of each message: classify, draft, send or leave a draft, and notify if the shop is closed. It is not a keyword canvas.

It is not a “if they say X, send Y” bot.

There are no keyword triggers and no shift routing you have to draw. The model reads the thread, picks the agent whose role fits, marks whether the reply is safe, and writes the text. “Do you have the jacket in M, and can you do a price with the leather one?” does not fit a tree; it goes to sales, stays pending if it touches a discount, and both items’ stock go in the same reply.

What is routed in advance are the shift folders: Mine, Unassigned, Pending. Assigning a thread to someone is the only people “flow”. There is no round-robin and no queue per employee hours: there is an owner, or nobody.

Four brakes, not a hidden prompt.

For a reply to go out on its own, all of these have to be true at once: category `automatico`, the model said it can send, the agent’s switch is on, there is an open day, and you are inside hours. One missing, and the text stays a draft in the thread. The team sends it or edits it. There is no limbo.

Outside hours the away notice goes out, with a twelve-hour cap so it is not repeated every five minutes. That notice is reserved with a conditional update: two messages at the same time do not send two “we are closed”.

No canned replies. A catalog, yes.

The composer has no strip of macros. What gets reused is the catalog and the agent’s role: the price is not pasted by hand into ten chats, it is cited. If you need to write first after 24 hours, the WABA templates go out — Meta approves them, not a local copy.

The last word still belongs to a person. Auto-send is a ceiling per agent, not a pilot you turn on for the whole CRM on signup day.

In practice

  1. 1

    The message comes in

    Agent, classification, and the reply happen in one call, with the catalog in view.

  2. 2

    The rules are applied

    Switch, open day, hours. After hours, the away notice. If it does not close, a draft.

  3. 3

    It goes out or you look at it

    The customer gets a WhatsApp from the business, or the team sees the text ready in the thread.

If what you need is a flow builder with Instagram comments and sequences, that is another tool. Here what is automated is answering what the customer already wrote.

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