Learning employee reply style

Open AI assistant, then Reply style, to help the assistant sound like your team. This feature requires an active AI Assist add-on and permission to manage settings. Generating a suggestion uses AI credits. The workspace AI switch must be on.

Choose the sources#

Select Instagram, Messenger, WhatsApp, or a combination under Reply sources, then select Learn reply style. The learner uses verified human text replies already saved in Sela, including eligible replies sent through the channels' native apps. It does not fetch your complete channel history.

Customer messages, previous AI replies, posts, deleted or failed replies, forwarded content and history with unknown authorship are excluded. Repeated replies are reduced so a copied template does not dominate the suggestion. If there are not enough varied employee replies across several conversations, send more replies and try again.

The suggestion describes speech style, such as warmth, formality, language, dialect, reply length and greeting habits. It does not add product facts or business policies.

Review and apply#

Suggested style for review shows the number of employee replies and conversations, the contribution from each channel, a summary, rules to follow or avoid, and example phrasing.

Select Apply style to update the workspace's default assistant's tone and persona. Other assistant profiles are unchanged. Existing manual instructions and rules are retained; a later approved suggestion replaces the earlier learned style. If manual settings are full, shorten them in Identity before applying.

Older pending suggestions need to be regenerated before they can be applied, so the review uses verified employee replies. Previously approved styles are retained.

Select Reject to discard the suggestion. Generating or rejecting a suggestion does not change the assistant. If generation fails, no generic replacement is applied; try again later.

Review the resulting assistant settings in Assistant identity and scope. You can edit its tone, persona, rules and instructions there. Prices, policies and action permissions remain controlled by their existing settings.

WhatsApp availability#

Employee replies sent from Sela's inbox can be used on supported WhatsApp connections. Replies from the WhatsApp Business App can also be used when your connection supports synchronization and those replies have reached Sela as verified human replies.

This feature does not fetch the full WhatsApp chat archive. Older imported history without reliable human authorship is excluded. Synchronization depends on your connection; connecting a number does not guarantee access to every reply previously sent on a phone. See WhatsApp for connection options.

Channel shortcuts#

Active Instagram, Messenger and WhatsApp connections have a Learn reply style shortcut under Extra features in Channels. It opens Reply style with that channel selected. You can change the sources before learning. Store Instagram connections also link to product extraction from posts.