Building Instant Reply for businesses whose sales happen in DMs

I'm Suleiman, building Instant Reply. I keep meeting businesses that treat Instagram and WhatsApp like a sales counter, but the inbox still gets handled like a pile of email: first reply, qualifying questions, handoff, and follow-through are all mixed together.

The part I'm most interested in is the boundary between an AI answer and a human conversation. An agent can handle a clear FAQ, but a buyer asking about a specific order or an unusual requirement needs context and a clean handoff, not a confident guess.

If you're building for businesses with a busy inbox, how are you deciding what AI should answer versus what a person should own? I'm especially curious what you've seen break in real conversations, beyond a polished demo.