DM handling is configured per agent under Agents → [your agent] → Settings → DMs. The DMs tab appears only for teams enrolled in the inbox beta.
The page has two sections: DM Handling and DM-Specific Instructions.
Choose inbox handling
The Inbox handling setting controls messages that are not owned by an explicit automation:
- Off: record the message without generating a reply.
- Draft: save a model-authored reply for a teammate to review and send.
- Automatic: send a valid model-authored reply without requiring review.
Explicit automations remain independent and follow the publish behavior configured on their actions. Page-specific behavior belongs in page-scoped automations rather than a hidden page inbox mode.
Disclose AI assistance
When this toggle is on, the first AI-authored inbox reply of each conversation includes a brief disclosure that AI assisted with the response. Subsequent replies in the same conversation do not repeat the disclosure.
Some industries (healthcare, finance, anything customer-trust sensitive) appreciate this transparency. Most consumer brands leave it off.
DM-Specific Instructions
The textarea under DM-Specific Instructions (up to 1500 characters) is layered on top of the agent's general brand context, but only for inbox-owned DMs. A matched automation uses its own visible action instructions instead. Use inbox instructions for things that apply to general private conversations, where the tone, content, or rules differ from public comment replies.
Concrete examples that work well here:
If the user asks for our phone number, ask them for theirs and let them know a team member will call within 24 hours.
When sending a checkout link, always remind users that 10% off their first order applies automatically at checkout.
Never share order status. Direct the user to log in to their account dashboard.
These take priority over conflicting guidance in the agent's general additional info. The agent reads them as DM-only rules.
When the changes take effect
Settings save when you click Save at the top of the agent settings page. New inbox-owned replies pick up the changes immediately. Drafts already in the inbox keep the text they had at the time they were generated. If you want to regenerate them with the new instructions, click Regenerate on the draft.
Related
- Agent settings overview — for everything outside the DMs tab.
Next steps
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