Responding to Messages

Responding to customer messages is the core of Dashi. Here’s how the daily workflow works.

How Messages Flow

1. A customer sends a message on Facebook, Instagram, or leaves a Google Review.
2. Dashi detects the message and reads your knowledge base.
3. The AI drafts a response tailored to the customer’s question.
4. You get a notification on your phone (SMS, WhatsApp, or Telegram) with the draft.
5. You decide what to do with it.

Approving a Draft

If the AI draft looks good, reply 1 to approve it. Dashi posts the response back to the customer on the original platform.

That’s it — one tap and you’re done.

Editing a Draft

If the draft is mostly right but needs tweaking, type your corrected version as a reply. Dashi sends your version instead of the AI draft.

When you edit a draft, Dashi analyzes the difference and may suggest updating your knowledge base so future drafts are more accurate.

Rejecting a Draft

Reply 2 to reject a draft. Dashi discards it and no response is sent to the customer. Use this when you want to handle the conversation manually on the platform itself.

Requesting a Revision

If the draft is off and you want the AI to try again with guidance, type feedback like:

“Make it more friendly and mention our weekend special”

Dashi re-drafts with your instructions and sends you a new notification.

Message Batching

If a customer sends several messages in quick succession (e.g., “Hi”, “Do you have parking?”, “What time do you open?”), Dashi waits about 10 seconds to batch them together. You get one draft that addresses all the messages, not three separate notifications.

Notification Expiration

Pending drafts expire in two ways:

• Time-based — If you don’t respond to a notification within 8 hours, it expires automatically.
• Direct reply — If you reply to a customer directly on the platform (e.g., through Facebook Messenger or Instagram), all pending Dashi drafts for that customer are expired automatically.

In both cases, the customer message remains visible in your dashboard, but no Dashi response is sent.

Using the Dashboard

While the phone-based workflow is designed for daily use, you can also manage messages from the Dashi dashboard:

1. Go to Conversations in the navigation menu.
2. Switch between Direct Messages and Google Reviews tabs.
3. Click on any message to see the full conversation.
4. Use the Approve, Edit, Reject, or Redraft buttons.

The dashboard shows all messages regardless of status — pending, approved, sent, rejected, or expired.

Message Statuses