In short
The AI inbox agent answers chats from your products, policies and FAQs. In Suggest it drafts and a person sends; in Autopilot it replies itself when confident.
What is an AI inbox agent?
It is the part of AI Sooq that reads your customers' messages on WhatsApp, Messenger, Instagram and Telegram and writes the replies — and drafts the order when a message is one. You will find it at Marketing → Social inbox → Inbox AI agent.
What does it need from me first?
Your shop's knowledge: products, policies and FAQs. Add these first — the agent answers from what you give it.
What is the difference between Suggest and Autopilot?
You choose a mode for each channel:
- Off — no AI replies on that channel.
- Suggest — AI drafts the reply; a person reads it and sends it.
- Autopilot — AI replies on its own, within limits.
What limits does Autopilot have?
- It only replies when it is confident.
- It hands the conversation to a person when a customer uses one of your escalation keywords.
- It respects quiet hours.
- It stops after 6 automatic replies in a row.
Conversations it hands over become chat tickets for your team.
Which mode should I start with?
Suggest. You see every draft before it goes out, and you learn where the answers are right and where your shop's knowledge needs more detail. Move a channel to Autopilot once the drafts rarely need editing.
Does it reply to comments too?
Replying to public comments is a separate opt-in — it stays off unless you switch it on.
Does it work on website chat?
On website live chat the AI drafts replies, but Autopilot is not available there.
What happens when the AI allowance runs out?
Every plan includes a monthly allowance of AI actions. If it runs out, AI pauses — customer messages still arrive and wait under "Needs a human" — until you top up in AI → Usage & credits (bKash, Nagad, card or bank transfer) or the month resets. Bought top-ups do not expire, and a low-balance email goes out first.
You can also use your own Gemini, OpenAI, Anthropic, Grok or DeepSeek key under AI → Provider & keys; that usage is not counted against the allowance. (A few features, such as voice notes without an OpenAI key, still use platform credits.)
What about Meta's 24-hour rule?
On Messenger, Instagram and WhatsApp, replies must go out within 24 hours of the customer's last message, and a business cannot start a Messenger conversation. That holds whether a person or the AI replies.
The WhatsApp / Messenger inbox is included from the Growth plan up — see plans and prices. The steps to connect your channels are in f-commerce automation.