Automated chat flows

ManyChat runs conversation flows across Messenger, SMS, Instagram, and email. When a subscriber replies or hits a keyword, the agent reads the message and context, applies your response rule, and advances the person through the approved flow, answering common questions and setting the right custom fields. Familiar, in-scope questions are handled inside the conversation. When a subscriber asks something the flow does not cover, sounds upset, or raises a billing or account issue, the agent hands the thread to a human agent with the history attached, so a person replies with judgment.

Contact tagging and segments

Every ManyChat subscriber carries tags and custom fields that decide which flows and broadcasts they see. The agent reads new activity, applies your segmentation rule, and updates tags, fields, and subscriber status as people interact, moving them between audiences as their behavior changes. Clear signals, like a completed purchase or an opt-out keyword, are applied automatically. Ambiguous cases, such as conflicting tags or a contact who qualifies for restricted offers, are flagged for a marketer, who confirms the segment before the subscriber receives any targeted messages.

Cross-channel broadcasts

Broadcasts in ManyChat push an update to a segment across the channels each subscriber allows. Working from an approved message and audience, the agent assembles the broadcast, checks it against your sending rules, such as frequency caps and channel consent, and schedules it for the agreed time. Sends that sit inside policy proceed. A broadcast to a new segment, a message with an untested link, or one that would exceed a frequency cap is paused and routed to a marketer, who confirms the audience and content before anything reaches subscribers.