Social Chatbots

Social media chatbots are AI agents that automate interactions with users directly within the most popular social and instant messaging platforms: Instagram, Facebook Messenger, WhatsApp, Telegram and Slack. Thanks to Crafter.ai's generative AI and RAG system, these conversational assistants handle support requests, respond to DMs, moderate comments and promote products, ensuring precise and personalized responses 24 hours a day. A practical example: a customer DMs a brand on Instagram to check their order status; the bot recognizes the request, retrieves the information from company systems and replies within seconds, involving a human operator only when needed. Unlike old scripted bots, they understand natural language, keep the context of the conversation and draw exclusively on the company knowledge base, reducing the risk of wrong answers.

Crafter.ai integrates via API with all major social and instant messaging channels: Instagram, Facebook Messenger, WhatsApp, Telegram, Slack and others. The omnichannel platform maintains user profile consistency across all touchpoints, ensuring a seamless and personalized experience regardless of the channel chosen by the user. If a customer starts a conversation on Instagram and continues it on WhatsApp, the AI agent keeps the history and context, without asking them to repeat information they already provided. Activating a new channel does not require rebuilding the bot from scratch: the same knowledge base and conversational flows are reused on every connected platform, cutting implementation time and costs.

An AI-based social media chatbot like those from Crafter.ai operates 24/7 without interruption, responds in milliseconds, handles hundreds of simultaneous conversations and continuously learns from data. Manual moderation, on the other hand, is limited to business hours, subject to human error and not scalable at high volumes. Think of a campaign going viral or a new product launch: a team of operators cannot answer thousands of comments and messages in time, while the bot handles them in parallel and escalates to operators only the cases that truly require human intervention. Across Crafter.ai customers' social projects, this approach cuts comment management time by up to 70% on average, while maintaining a superior user experience.

Yes, Crafter.ai is fully GDPR compliant. User data is processed securely and the RAG system ensures that responses are based exclusively on the company knowledge base, without sharing information with third-party models. You have full control over your customers' data and can manage retention policies at any time. This is especially important on social channels, where conversations often contain personal data such as names, contact details and order numbers. The handover module also allows the conversation to be transferred to a human operator at any time, so the most sensitive requests are handled by authorized staff.