Should you tell customers they are talking to an AI?

What the platforms say

Instagram's help centre says that where the law requires it, automated chats must say so at the start of a conversation, after a long gap, and when a chat passes from a person back to an automated reply. Our article on Instagram's automation rules has the details.

Rules on disclosing AI differ from country to country and change often, so check what applies where you trade.

Why it helps

• Customers know a person is available if they need one.
• Nobody feels tricked if the agent gets something wrong.
• It sets the right expectation for anything the agent passes on.

Wording you can use

Put it in the agent's first reply and keep it short. For example:

• "Hi, I'm the assistant for Rosa's Salon. I can book you in or answer questions, and I'll pass you to the team for anything else."
• "Thanks for your message. I'm an AI assistant for the clinic, and a member of staff will pick up anything I can't help with."

Add the same line to your brief so the agent uses it every time, and again when it picks a chat back up after a person has handled it.

Always offer a person

Tell the agent to pass the chat to a person whenever a customer asks for one. When you take over a conversation, the agent stays out of it until it is handed back.

Who you message

Pricing

Plans from $19 a month

Do I have to tell customers they are talking to an AI?

It depends on the platform and where you trade. Instagram requires it where the law does, and saying so is good practice everywhere.

Will customers mind?

Most people mainly want a fast, correct answer and a way to reach a person. Saying it plainly and offering a person covers both.

Where should the agent say it?

In its first reply, after a long gap in the conversation, and when it picks a chat back up from a person.