# Entry Points An **Entry Point** is a routing rule: it says "when this happens on this channel, hand the conversation to this Agent." Entry Points are how an [AI Agent](ai-agents.md) picks up a conversation it wasn't already part of — a new contact messaging in for the first time, someone commenting a keyword on a post, or a specific word appearing in an incoming message. > **Not a workflow builder.** An Entry Point only ever does one thing: match an event and assign an Agent. There are no delays, conditions, tag actions, or branching — that level of automation lives in **Automations**, a separate part of the platform. --- ## Entry Point Routing Is Live Entry Points decide who answers a **new** conversation on every account. They never move a conversation that is already under way: to hand an existing chat to a different Agent, use **Assign AI Agent** in the chat's menu, or the **Assign AI agent or campaign** action in [Automations](../automations/automations.md#actions) when you want it to happen by rule (an incoming message containing a keyword, for example). Step-by-step: [Switch AI Agent Mid-Conversation](../automations/switch-ai-agent-mid-conversation.md). The **Who Answers New Conversations** panel on the AI Agents page shows a green **Live** badge when every connected channel has an Agent picked, and an amber count for any channel still unanswered. A channel with no Entry Point and no channel default gets no automatic reply, and we send you a notification when a message arrives that nothing on your account is set up to answer. --- ## Entry Point Types | Type | What It Matches | Replaces (classic campaign setting) | |---|---|---| | **Channel Default** | Any new, unmatched contact messaging in on a channel | The Channel Routing card for that channel | | **Keyword** | An incoming message containing one of your chosen keywords | Trigger keywords on a campaign | | **Instagram Comment** | A comment containing one of your comment keywords, on all your Instagram posts or only the specific posts you list | Instagram comment monitoring | | **Facebook Comment** | A comment containing one of your comment keywords, on all your Facebook Page posts or only the specific posts you list | Facebook comment monitoring | | **Instagram Follower** | A new follower on your Instagram account. Requires the [Instagram (Personal)](../messaging-channels/instagram-personal.md) connection — the official Instagram DMs (Meta) connection cannot see followers, so this rule is only offered once Instagram (Personal) is connected | Follower outreach | Each rule applies to one or more channels and points to exactly one Agent. **Keyword and comment rules are checked first, and a Channel Default only catches whatever they didn't match** — so a Channel Default is always your fallback, never a competing rule. In the rules list, each channel chip also names the connected identity it applies to — "WhatsApp: +13128654312", "Email: sales@example.com", "Instagram: @yourshop" — so you can tell at a glance which number, inbox or account a rule guards. A Keyword rule also works as a gate on its own: if a channel has a Keyword rule and no Channel Default, messages that don't contain one of the keywords get no automatic reply and simply land in your inbox for a human — even when you only have one Agent on the account. So "reply only when they say AURUM" is just a Keyword rule with AURUM as the keyword and nothing else set for that channel. Rules apply **per channel by default**: if you have several WhatsApp numbers connected to one account, they share the same routing rules. The one exception is a **Channel Default scoped to a single number** — with two or more WhatsApp or WhatsApp Web numbers connected, you can give each number its own Agent (see [the per-number section below](#one-agent-per-whatsapp-number)). For anything finer, use Keyword rules; to keep whole branches or brands fully separate (their own Agents, contacts, and reporting), use separate sub-accounts. The two comment types carry three settings of their own: **Comment keywords** (which comments count — empty means all of them), **Which posts** (**All posts**, or **Specific posts** — click **Choose posts** and tick them from a list of your recent posts and reels; pasting Post IDs is still there for anything the list doesn't show), and **First response** (**AI**, or **Exact text** with your own public comment reply and first DM message). You can also set a delay in minutes before either goes out. See [Comment-to-DM Automation](../ai-automation/comment-to-dm.md). --- ## Creating an Entry Point Entry Points are managed from the **Entry Points** tab inside an [Agent's editor](ai-agents.md#editing-an-agent): 1. Open the Agent you want the rule to route to. 2. Go to the **Entry Points** tab. 3. Click **New Entry Point**. 4. Choose a type. 5. Pick the channel(s) it applies to (locked to a single channel for Instagram Comment, Facebook Comment, and Instagram Follower rules). 6. Fill in the match details for that type — keywords; the posts to watch (tick them from the **Choose posts** list, or leave **All posts** selected to watch every post); and, for comment rules, any delay before the automated reply goes out. For comment rules, **Comment keywords** decides which comments count. Add the word people are told to comment ("LINK", "INFO") and only those comments get a DM. Leave it empty and every comment on the watched posts gets one, which is what you want on a post built around a single call to action, and expensive on a busy post where most comments are just conversation. 7. For Keyword, Instagram Comment, and Facebook Comment rules, choose **First Response**: **AI** lets the Agent write its own opening reply, or **Exact Text** sends a fixed message you write yourself (plus a separate public comment reply, for comment types) — the AI only takes over once the customer responds. You can personalize the Exact Text message with `{{first_name}}` — it's replaced with the commenter's first name, or with "there" when their name isn't available (Instagram usually doesn't share it). 8. Toggle it **Enabled**. 9. Click **Save**. You can enable or disable a rule at any time without deleting it. Only one Channel Default can be enabled per channel — creating a new one automatically disables any other enabled default already set for that same channel, whether it was set on this Agent or another. --- ## Who Answers New Conversations **Who Answers New Conversations** is the panel at the top of the [AI Agents](ai-agents.md) page — it's where you set the **Channel Default** entry point for every connected channel in one place, rather than one at a time from inside an Agent. It's collapsed to a one-line summary when every channel already has an answer, and opens automatically the moment any channel doesn't. For each connected channel you'll see a picker to choose which Agent should answer a new, unmatched conversation there. If you have exactly one active Agent on the account, that Agent is shown automatically as the answer for every channel (labelled "your only agent") — the panel is being honest that it *will* answer, not implying you still need to configure something. The one exception is a channel with a Keyword rule: there the Agent only answers messages that match a keyword, so the panel shows that channel as keyword-only instead. The moment you create a second Agent, any channel without an explicit pick shows as unanswered until you choose one. The picker also offers **No one's answering** — pick it and the AI stays out of new conversations on that channel entirely; messages simply land in your inbox for your team to handle. This works on every account, including one with a single Agent: the channel stays quiet even though that Agent answers everywhere else, so you can keep the AI on WhatsApp while a human handles, say, Instagram. A channel you've deliberately silenced shows calmly with **No one's answering** selected — it doesn't count as unanswered, doesn't turn the panel amber, and never triggers the "nothing is set up to answer" notification. To hand the channel back to the AI, just pick an Agent again. ### One Agent per WhatsApp number If you have **two or more numbers** connected on WhatsApp Web or the WhatsApp Business API, the panel adds a **per number** block underneath the channel rows — one row per connected number, each with its own picker. Pick a different Agent for each number and a new conversation is answered by the Agent that belongs to the number the customer wrote to. That's how a business with several branches, brands or languages runs them all from one account instead of a separate account per branch: the Amsterdam number gets the Amsterdam Agent, the Rotterdam number the Rotterdam one, each with its own instructions, FAQs and booking setup. Every number starts on **Same as WhatsApp** (or **Same as WhatsApp Web**) — it simply follows whatever you chose for the channel above, so nothing changes until you pick something for a specific number. A number can also be set to **No one's answering** on its own, which keeps the AI off that one number while the others keep replying. To hand a number back to the channel's Agent, pick **Same as…** again. Replies always go out from the number the customer messaged, so a contact who wrote to your second number keeps talking to that number and that Agent. The same choice is available from inside an Agent: on its **Entry Points** tab, add a **Channel Default** for WhatsApp or WhatsApp Web and, when two or more numbers are connected on that channel, a **Number** picker appears — leave it on **All numbers** for the channel-wide default, or pick one number to make this Agent answer that number only. A number-scoped rule shows the number as a chip in the list, so it never looks identical to the channel-wide default. A per-number pick only decides who picks up a **new** conversation. Contacts already talking to an Agent stay with it, and a Keyword or Broadcast rule that matches still wins first, exactly as for the channel-level pick. The Agent you pick for a channel here is the one that answers a new, unmatched conversation on that channel, and these picks are live. When every connected channel has an answer the panel collapses to a one-line summary with a green **Live** badge; any channel left without one shows amber, and new contacts there get no automatic reply until you choose an Agent. If you don't have any Agents yet, create one from the [AI Agents](ai-agents.md) page first, then come back to set channel defaults. --- ## Next Steps - [AI Agents](ai-agents.md) — what an Agent is and how to create or edit one. - [Comment-to-DM Automation](../ai-automation/comment-to-dm.md) — turning Instagram and Facebook comments into DMs. Set these up as **Instagram Comment** or **Facebook Comment** Entry Points on the Agent that should answer.