Click to WhatsApp ads, Messenger ads and Instagram story replies
When a customer messages you from click to WhatsApp ads, or from a Messenger or Instagram ad, the agent knows which ad they came from and answers in that context, and you see the ad’s card above their message. When a customer replies to your Instagram story, the agent knows it is a story reply.
There is nothing to set up: it works by itself on every connected channel, as long as the ad platform sends the ad’s details with the customer’s message, as click to WhatsApp ads and Messenger and Instagram messaging ads do.
Does the agent know which ad the customer came from?
Section titled “Does the agent know which ad the customer came from?”Yes. The agent reads the ad’s headline together with the customer’s message, so it understands that “how much?” is a question about the product the ad shows, not a question about nothing.
- What the agent reads: the ad’s headline. When a WhatsApp ad has no headline, it reads the ad’s text instead.
- Where the answer comes from: the agent searches your knowledge with the product name in the ad’s headline, and takes the price and details from your knowledge only. It never copies a price from the ad itself.
- An ad with no headline and no text: nothing about it reaches the agent, so it answers the customer’s words as they are. In the inbox you still see that the message came from an ad.
- A first message with no words: when the first message from the ad is a sticker or has no text, Mujib keeps the ad and attaches it to the customer’s next message.
What do you see in the inbox when a customer comes from an ad?
Section titled “What do you see in the inbox when a customer comes from an ad?”A card sits above the customer’s message saying it came from an ad, with the ad’s headline and text, and its picture when there is one.
- Open Inbox and pick the conversation.
- Above the customer’s message you find the Came from an ad card with the ad’s headline under it, or Ad with no title when the ad has none.
- When the platform sent the ad’s link, press the card to open the ad itself in a new tab.
When a customer reaches you through a direct link to your Messenger page instead of a paid ad, the card reads Came from a link and shows the name you gave that link. The name is for you and your team; it does not reach the agent.
Where do I see how each ad performs?
Section titled “Where do I see how each ad performs?”On the Analytics page, in Where did your customers come from?. It counts the new customers each ad brought and what they did next, with each ad’s picture. A customer counts only for the ad that brought them the first time. See Analytics.
How does the agent handle replies to Instagram stories?
Section titled “How does the agent handle replies to Instagram stories?”The agent knows the message replies to a story you posted, so “how much is it?” is not a question without a subject. It does not see the story image itself, though, and answers from what the customer wrote and from your knowledge.
- In the inbox: a Replying to your story card sits above the message, with Open the story to open it. The story link comes from Instagram and may stop working once the story is gone.
- For the agent: it reads that the customer is replying to your story, then answers their words. When the customer names the product, it answers about it from your knowledge right away.
What happens when a customer mentions you in their story or shares a post?
Section titled “What happens when a customer mentions you in their story or shares a post?”Both reach your inbox, and the agent knows what arrived.
- Your account mentioned in a story: the story image reaches the inbox with a line above it saying the customer mentioned your account in their story. The agent does not analyze the image; it knows the customer mentioned you and answers any words they wrote with it.
- A shared post or reel: a Shared reel/post card appears with the post’s caption, or No caption — open it to see it when it has none. The agent reads the caption the platform sends and searches your knowledge with it.
What reaches the agent, and what do you see?
Section titled “What reaches the agent, and what do you see?”| What arrived | What the agent knows | What you see in the inbox |
|---|---|---|
| A message from a WhatsApp, Messenger or Instagram ad | The ad’s headline, or a WhatsApp ad’s text | A Came from an ad card with headline, text and picture |
| A message from a direct link to your page | Nothing about the link | A Came from a link card with the link’s name |
| A reply to your Instagram story | That the message replies to your story | A Replying to your story card with the story link |
| Your account mentioned in the customer’s story | That the customer mentioned you | The story image and a line explaining it |
| A post or reel the customer shared | The post’s caption, when there is one | A Shared reel/post card with its link |
The agent never quotes a price or an offer you have not written in your knowledge, whatever the ad or the post says. That is one of the agent’s limits.
Frequently asked questions
Does the agent see the ad's picture or video?
No. The agent reads the ad's headline, or its text when it has no headline. The ad's picture is for you, in the inbox and in analytics.
Does the agent take the price from the ad text?
No. It uses the ad's headline to know what the customer is asking about, and takes the price from your knowledge only. If the product is not in your knowledge, it quotes no price.
Does the agent see the story the customer replied to?
No. The agent knows the message replies to your story, but it does not see the story image. You can open it from the “Replying to your story” card while Instagram still serves it.
If the same customer comes from two ads, which ad gets the credit?
In analytics, a customer counts for the ad that brought them the first time. The agent, on the other hand, reads with every message the ad that this message came from.
Do I need to set anything up?
No. It works by itself on every connected channel, as long as the ad platform sends the ad's details with the customer's message.