User guide

Everything you need to run ⁨Tryplio⁩: connecting channels, the AI sales assistant, the inbox and billing.

Overview

⁨Tryplio⁩ answers your customers for you, on the platforms they already use. It replies to comments on your posts and chats with people who message you, so no question waits until morning.

It does three things:

Rules on posts. When someone comments a keyword on a post, it replies publicly and sends a private message with the details.
An AI sales assistant. It answers direct messages from your catalog, your posts and your notes. When the customer is ready to buy, it hands the chat to your team.
One inbox for your team. Every conversation, the leads waiting for you, and alerts in a Telegram group.

Everything goes through the official APIs of each platform. ⁨Tryplio⁩ never asks for your customers' passwords and never sends bulk messages: customers write first, and it answers.

Quick start

Create your workspace. A workspace is one business. It starts with a 14-day trial of the Starter plan.
Connect a channel. Open Channels and connect WhatsApp, or Instagram and Facebook. The Channels section below has the details.
Write what your shop sells. In Catalog add your products with prices. In AI assistant add delivery, payment and return rules.
Turn the assistant on. In AI assistant switch on the answering of direct messages and save. Check that the badge beside the switch says On.
Connect Telegram, so your team is alerted when a customer is ready to buy.
Test it. Message your own number and watch the answer, and the conversation, appear in Inbox.

Tip: Channels has a demo channel with sample posts, so you can try everything before connecting a real account.

Connecting channels

Messages to your WhatsApp Business number are answered by the assistant. You need a Meta developer app with the WhatsApp product; a free test number works without a company. Paste the Phone number ID and an access token in Channels, then add the webhook address in Meta. The full steps are in docs/whatsapp-setup.ar.md in the project.

A temporary token expires within a day. For one that never expires, create a system user in Meta Business settings and generate a token for it.

Instagram and Facebook

Use Continue with Facebook in Channels, choose your Page and its linked Instagram account, and accept the permissions. In development mode only people with a role in your Meta app (testers) trigger events. See docs/meta-setup.ar.md.

TikTok

Not available yet. TikTok's messaging API is open to a limited set of regions and needs approval, so it will be added once access is granted.

Demo channel

A built-in channel with sample posts. Use it to try rules and the assistant without a real account.

Disconnecting

Disconnect from Channels. Automatic replies on its posts stop at once and your history stays.

Posts and rules

A rule belongs to a post. Open Posts and rules, pick a post and set up its rule.

Trigger: keywords, matched as contains or exact. Leave it empty to answer every comment.
Public reply: a short reply under the comment. Write several variations so replies do not look copied. Use {name} or {first_name} for the customer's name.
Private message: the details sent privately: price, link, how to order. Links are tracked automatically, so Analytics shows the clicks.
Once per customer: each person gets the reply only the first time.
Business hours and daily limit: reply only in the hours you choose, and never more than a set number a day.
Tag: label the customer, for example Interested.

Where a platform does not allow a private message from a comment, the public reply asks the customer to message you a keyword, and a message with it receives the private reply.

A customer who writes stop (in Arabic, Turkish or English) is opted out and gets no more automatic messages.

The AI assistant

The assistant answers direct messages (WhatsApp, Messenger, Instagram) for as long as no person has taken the chat over.

What it knows

It answers only from what you give it: the product Catalog (names, prices, availability), your recent posts (so a customer can ask about the dress in your last post), and the notes on the AI assistant page (delivery, payment, returns). If something is missing it says a colleague will confirm, and never invents a price.

Short replies

Reply length is Short by default: one or two sentences, answer first. Choose Normal for a little more detail. Short is enforced, so a longer answer is cut at a sentence.

Language

It answers in the customer's own language and dialect. The summary for your team uses the workspace language.

When a person takes over

The assistant hands the chat to your team when the customer is ready to buy, asks for a person, complains, or asks something it cannot answer. After 20 customer messages without a handoff a person joins anyway. From then on the assistant stays silent until you hand the chat back.

Choosing the AI engine

Under AI engine you choose who writes the replies:

Built-in: no setup. If the server has no AI key it runs in demo mode with simple keyword rules.
Claude with your own key: your Anthropic key, billed by Anthropic.
Google Gemini: a free key from Google AI Studio. The free tier is enough to try it, but Google may use messages sent on it to improve its products, so use a paid key for real customers.
OpenAI or compatible: OpenAI, Azure OpenAI, OpenRouter, Groq, Together or your own server. Enter the base URL ending in /v1, the model name and the key.

Keys are stored encrypted and never shown again. Use Send a test question to check the connection. For safety the server only calls public https addresses, never ones inside a private network.

The product catalog

Add one entry per product: name, price, a line of description (sizes, colours), an optional link, and whether it is in stock.

Every product has a model number (M101, M102…). Leave it empty and one is generated; type your own if you prefer. It is unique in the workspace, and a customer can write it in a message to ask about that product.
Write the price the way customers should read it, for example 1,450 TRY. The assistant gives it only in private messages; it never posts a price in public.
Keep descriptions to one or two lines. The assistant reads the whole list on every message, so a short, current catalog gives better and cheaper answers.
Switch In stock off when a product sells out: the assistant tells customers it is unavailable and may offer a similar one.
Up to 500 products. Team members can edit the catalog; only owners change the assistant settings.

Put general information (delivery, payment, returns, opening hours) in the notes on the AI assistant page, and keep prices in one place: the catalog.

From a post: open a post and use *Product* to say what it sells. The price is entered once, the model number is generated for you, and automatic replies switch on in one step. Comments get a short public thanks; the price and details go only in the private message, and customers can ask for the product by its model number.

Inbox and leads

Inbox shows every conversation, newest first. Filter by With assistant or Waiting for team.

Modes. A chat is either with the assistant or with the team. Replying yourself moves it to the team automatically.
Reply from the box under the conversation. A message that failed shows the platform's error underneath.
Hand back. Press Return to assistant when your team is done, and the assistant answers again.
Leads. A chat handed over because the customer wants to buy becomes a lead with the details the assistant collected. Mark it contacted, won or lost.
The 24-hour rule on WhatsApp. You can answer freely for 24 hours after the customer's last message. After that only approved templates are allowed (not supported here yet), so reply before the window closes.

Team replies do not count against your plan's monthly replies.

Team alerts on Telegram

When a customer is ready to buy, your team gets a message in a Telegram group with the customer's name, phone, product, city, a summary and a link to the conversation.

In Telegram message @BotFather, send /newbot and copy the token.
Add the new bot to your team group.
In AI assistant paste the token and connect.
Send any message in the group, press Refresh groups, choose the group and press Send test message.

If an alert fails, the lead is still in Inbox and the failure is shown there.

Analytics

Analytics shows what automation is doing, per channel and period.

Comments and replies: how many arrived and how many were answered.
Link clicks: people who opened a link in a reply.
Top posts: where most conversations start.
Skipped: comments or messages that got no reply, and why: no matching keyword, already replied, outside hours, daily limit, opted out or plan limit reached.

Use the skipped reasons to tune a rule: many no-match means the keywords are too narrow.

Team and roles

Invite people by email from Team. There are two roles:

Owner: everything: billing, members, channels, assistant settings and deleting the workspace.
Member: reads and replies in Inbox, edits rules and the catalog. No billing, members or assistant settings.

Plans limit the number of members. An invitation is valid for a limited time and can be sent again.

Plans and billing

Every new workspace starts with a 14-day trial of Starter.

Plans: Starter, Pro and Agency differ in channels, members and automatic replies per month.
What counts as a reply: each message the system sends by itself (public reply, private message or assistant message). Team replies do not count.
Paying: by bank transfer. Choose a plan, transfer the amount and upload the receipt; the plan is activated when it is confirmed.
When time or quota runs out: at 80% you get a warning. After the period ends there is a 3-day grace period, then automatic replies stop. At the monthly limit automatic replies pause until renewal or an upgrade. Inbox and manual replies keep working.

Privacy and safety

⁨Tryplio⁩ uses the official APIs of each platform and never asks for customers' passwords.
It replies only to people who wrote to you or commented. It sends no bulk or cold messages.
Anyone can write stop to opt out of automatic messages.
Tokens and keys (channels, Telegram, your AI key) are stored encrypted.
Each business's data is isolated from all others at the database level.
Customer messages go to the AI engine you chose in order to write replies; with your own key they go to your own account at that provider.
To delete data, see the Data deletion page, or write to the contact address on the Privacy policy page. Use the same address for KVKK or GDPR requests.

The legal texts are templates. Have a lawyer review them before commercial use.

Platform rules

Each platform sets rules that ⁨Tryplio⁩ follows:

WhatsApp: free-form replies only within 24 hours of the customer's last message; the customer must write first; the free test number can message only the 5 numbers you add.
Instagram: one private reply per comment, within 7 days of the comment.
Facebook: private replies to comments follow the Page's messaging rules.
Development mode (Meta): until your app is approved for public use, only people with a role in it trigger events.
Pace: replies are spaced a few seconds apart to look natural and to stay under platform rate limits.

Troubleshooting

The assistant does not answer

Open Inbox. Is the message there? If not, it did not reach ⁨Tryplio⁩: check the webhook in your Meta app and that the messages field is subscribed.
In AI assistant check that the badge beside the switch says On, then save.
Check the chat is not already with the team; if it is, hand it back.

A reply shows Not delivered

The platform's error is printed under the message. Common ones:

whatsapp_190: the access token expired. Create a permanent token and reconnect WhatsApp.
whatsapp_131047: more than 24 hours since the customer's last message.
whatsapp_131030: the number is not on the test number's allowed list.

The webhook does not verify

The verify token in Meta must match META_VERIFY_TOKEN on the server exactly, and the app secret must be set.

Replies are too long or too short

Change Reply length in AI assistant, or add an instruction such as Answer in one sentence.

The answer has a wrong price

Fix it in Catalog. The assistant only repeats what is written there; the same price written differently in two places causes mix-ups.

My own AI engine fails the test

Check the base URL (it ends in /v1), the model name and the key. A key from another service will not work.