In-App Help — AI Re-Engagement & BYOK¶
Articles surfaced inside the Help Center widget.
Article 1 — Enable AI Re-Engagement¶
- Go to Settings → AI & Automation → AI Re-Engagement.
- Click Start 7-day free trial (or Subscribe — $20/month).
- Toggle Enable on.
- Set the threshold (default 20h; lower = more time before window closes).
- Pick channels: Messenger, Instagram, or both.
- Choose a tone: Friendly / Formal / Casual.
- Optional: turn on Require agent approval if you want drafts reviewed before sending.
- Save.
Article 2 — Approve or edit AI drafts¶
When approval mode is on, AI drafts appear in the inbox as a card with Approve, Edit, Skip. Editing replaces the AI text with yours and sends immediately. Skipping logs the reason and prevents another nudge for that 24h window.
Article 3 — Use your own Gemini key¶
- Get a key from Google AI Studio.
- Settings → AI → AI Provider → My Google Gemini key (BYOK).
- Paste the key, pick a model, click Test.
- Choose scope: All AI features or Re-engagement only.
- Save. Your key is encrypted and never shown again.
Article 4 — Switch all AI features to my Gemini key¶
In the AI Provider panel set Scope = All AI features. Every Gemini-backed feature in your org — chatbots, classification, internal assistant, translations, auto-tag, call analysis, re-engagement — now uses your key.
Article 5 — Troubleshooting re-engagement¶
| No nudge sent? | Likely cause |
|---|---|
| Conversation past 24h | Window closed — wait for customer reply |
| Channel not in settings | Add Messenger / Instagram |
| Customer opted out | Honoured automatically |
| No active subscription | Re-subscribe |
| BYOK key invalid + fallback off | Fix key or enable fallback |
| 3 consecutive unanswered | Conversation auto-paused; re-enable manually |
Tooltips¶
- Threshold slider: "We'll send the nudge this many hours after the customer's last message, before Meta's 24h window closes."
- BYOK preview: "Your key is encrypted. We never display it again after saving."
- Scope radio: "All AI features = chatbots, classification, translations, drafts, summaries, and re-engagement all use your key."
- Fallback toggle: "If your Google key is temporarily unreachable, ConnectGain AI handles the request so your operations don't stop."