AI Concierge — auto-reply to inbound SMS & DMs

<p>The <strong>AI Concierge</strong> replies to inbound SMS and Facebook / Instagram DMs in your brand voice — answering from your knowledge, qualifying leads, booking meetings, and handing off to a teammate when it's unsure. It goes silent the moment a human replies in a thread.</p> <h2>Turn it on 1. Open <strong>Settings → AI Concierge</strong>. 2. Give it a name and enable it. It's off by default. 3. Pick a <strong>reply mode</strong>: <em>Autopilot</em> sends automatically, or <em>Suggestive</em> drafts replies for a teammate to review and send first (a safe on-ramp).</h2> <h2>Shape its behavior - <strong>Templates:</strong> apply a behavior archetype (Lead Qualifier, Front-Desk, Booking Closer, Support Deflector, Quote Gatherer) in one click, then tweak. - <strong>Goal &amp; tone:</strong> set its objective (support / lead-gen / booking) and tone. - <strong>Draft from my brand:</strong> let OCCS read your Brand Profile and propose a complete config — persona, rules, escalation keywords, handoff — for you to review and apply.</h2> <h2>Add a conversation flow (optional) Generate an ordered flow (qualify → offer → book → hand off) from your goal or your brand, then edit the steps. Each step has a goal, a kind (message / capture / book / handoff), and a limit before it moves on or escalates. Per-step analytics show where conversations stall.</h2> <h2>Limits &amp; handoff Set how many turns before it hands off, a confidence threshold, escalation keywords that force a human, and which role gets the handoff. Usage draws from your AI credits.</h2> <p>Find it under <strong>Settings → AI Concierge</strong>.</p>