Start with repeatable answers
The best first automation candidates are questions your team already answers the same way: price, booking, available slots, delivery, rescheduling, payment, address, and preparation.
If an answer depends on a rare exception or a personal promise, start with approval mode. The AI drafts the reply, and a human confirms only the safe messages.
- Price and what is included.
- Working hours and available slots.
- Payment links, forms, and materials.
- Lead status or next step.
- Cancellation and rescheduling rules.
The filter: automate, approve, or keep human-only
Automate only messages where the answer is fully supported by the knowledge base and does not change the business commitment. Use approval mode when AI can help with wording but a person should own the decision.
Do not automate complaints, disputed refunds, medical or legal advice, unusual discounts, or any situation where the cost of a wrong answer is higher than the time saved.
- Auto: FAQ, pricing, schedule, preparation, links.
- Approval: individual terms, rescheduling, detail checks.
- Human-only: conflict, personal promises, high-risk decisions.
Examples for salons, schools, coaches, and e-commerce
A salon can automate pricing, preparation, and booking. An online school can automate cohort dates, lesson access, and refund rules. A coach can automate session formats and intake forms. E-commerce can automate delivery, payment, and availability.
In every case, keep complaints, custom discounts, contract changes, and exception requests with a human operator.
- Salon: price list, address, available slots.
- Online school: program, start date, access.
- Coach: format, duration, preparation.
- Shop: delivery, stock, exchange.
A small knowledge-base template for AI replies
Create separate files: Prices.md, Booking.md, FAQ.md, Policies.md, and Tone.md. Keep them short and factual: fact, condition, exception, example reply.
After the first week, add operator corrections to the knowledge base. That is faster than trying to describe every possible conversation upfront.
- Prices and what each service includes.
- How to book or place an order.
- Limits, refunds, and cancellations.
- Tone of voice and forbidden promises.
Launch checklist
Connect Telegram Business, upload the knowledge base, enable approval mode, and test 20–30 real messages. Then identify the categories where AI does not guess or create risk.
Full Auto should be enabled gradually: one proven scenario first, then the rest of the repetitive questions.
- Test replies on real questions.
- Add missing facts to documents.
- Define cases that must go to a human.
- Update the knowledge base from corrections weekly.
Try Mr.Support for AI auto-replies
If you need a more visible and controllable AI auto-reply system, try Mr.Support: it shows drafts, lets you approve replies, and helps you enable auto-replies only for reliable scenarios.