How to set up the AI Brain and turn on AI replies

The AI Brain is EcomUp's AI that replies to your customers in Messenger, Instagram, WhatsApp and your website chat. It answers from your brand details and shop policies, shows your products, and can even take orders. This guide shows you how to get it ready and switch it on for each inbox.

Before you start

Finish your brand setup first. The AI answers from the business details, reply language, reply tone and policies you save there. Without them it has nothing to go on. See Set up your brand.
Connect at least one channel: a Facebook Page, Instagram account or WhatsApp number. See Connect your Facebook Page.
Add some products, so the AI can show and sell them. See Add products.
Your role needs access to AI Brain and Connections. Owners and admins have both by default.

Steps

1. Check your brand details and test the AI

Open Dashboard. If you see the Get your AI selling checklist, follow it: Add your brand, Connect a channel, Add your products and Test your AI.
The Get your AI selling checklist (1) shows your next step.
In brand setup, check Reply language (Bangla, Banglish, English, or Bangla + English) and Reply tone (Friendly or Professional). Fill in your delivery and return policies too.
On the last step, chat with your AI the way a customer would. It replies using the brand details and policies you just saved. Click Finish setup when you're happy with the answers.

2. Turn the AI on for each inbox

The AI is off for a new account until you turn it on. You choose which Page, account or number it answers on.

Go to Engage → Connections.
On the connected platform's card, click Manage.
Turn the AI on:
- Facebook: in the page list, switch on AI replies next to each Page you want the AI to answer.
- Instagram: switch on AI replies. It then says "The AI is answering DMs and comments on this account."
- WhatsApp Business: click Enable AI next to the number.
Switch on AI replies (1) next to your Page.
You'll see a confirmation, for example "AI enabled for your Page name".

3. Choose what the AI may do on its own

Go to Engage → Chatbot and open the Behavior tab.
Under Access control, switch on or off:
- Place orders: the AI creates an order after the customer confirms.
- Cancel orders: the AI can cancel a customer's own pending orders.
- Edit customer info: the AI can save names, phone numbers and addresses.
Place orders (1), Cancel orders (2) and Edit customer info (3) under Access control.
These switches save straight away. They apply to every channel the AI Brain replies on (Messenger, WhatsApp and the website widget), not only the website widget.

4. Watch it work

Open Engage → Messenger.
Open a chat. Above the reply box you'll see AI on and "AI Agent is replying to this chat".
To answer yourself, click Take over. See Take over a chat from the AI.

Tips

Start with one Page or number. Read the AI's replies for a day, then turn it on for the rest.
Good policies give good answers. Write clear delivery areas, delivery charges, delivery time, cash on delivery and return rules in your brand setup.
When the AI is replying in a chat, new messages from that chat only show in the notification bell. Your phone won't buzz. If the AI hands a chat to a person, you get an alert by push and email: "Customer needs a person".
AI replies count toward your plan's AI message allowance. See Plans and billing.

Troubleshooting

"AI is off for this inbox"

Messenger shows AI off when the AI isn't switched on for that Page, account or number. Turn it on in Connections → Manage (step 2 above).

"Complete your brand setup first to enable AI."

The AI needs your brand details before it can answer. Finish brand setup from the dashboard. Only the owner can do brand setup, so team members see "Ask the organization owner to complete brand setup to enable AI." instead.

The AI is on, but it isn't replying

Check whether someone has taken over the chat. A teammate's reply, from EcomUp or from the Facebook, Instagram or WhatsApp app, pauses the AI in that chat. Click Resume AI.
Your plan's AI message allowance may be used up. Check your plan under Account → Settings.
If the connection shows "needs to be reconnected — messages & AI replies are paused", reconnect it. See Reconnect an expired connection.
The AI doesn't reply to customers you've blocked.

"Couldn't update the AI setting"

The switch couldn't be saved. Refresh the page and try again. If the switch is greyed out, your role can't change connections. Ask the owner.