ChatIQ

Set up, launch, and manage Instagram and Facebook chat automation with ChatIQ.

Note: ChatIQ is a BETA app. Features and behavior may change.

What is ChatIQ?

ChatIQ is the SWAI app where you build AI-powered social chat automation for Instagram and Facebook. You design visual chatbot flows, manage contacts, send broadcasts, run drip sequences, and handle live DMs from one workspace.

You use it to:

Automate DMs, comments, story replies, and Live comments
Build visual chatbot flows (or generate them with AI)
Connect Instagram and Facebook accounts
Capture leads with comment-to-DM and Growth Tools
Manage contacts with tags, custom fields, and segments
Send broadcasts and timed sequences
Monitor threads and step in as a human in Inbox

Main screens

Screen	What it’s for
Flows	Create, edit, test, and publish chatbot flows
Templates	Start from pre-built flows (opened from Flows)
Inbox	Live chat for contact threads, human replies, and bot takeover
Contacts	CRM list: search, tags, segments, and contact details
Broadcasts	Send or schedule messages to many contacts
Sequences	Timed drip campaigns and enrollments
Analytics	Workspace stats, message volume, and flow performance
Growth	Comment-to-DM rules, match stats, and comment logs
Channels	Connect and sync Instagram and Facebook accounts
Settings	Workspace name, AI/messaging status, global keywords, tags, custom fields

Note: Open ChatIQ from the SWAI Dashboard (Settings → Beta Apps → ChatIQ, or go to app.swai.ai/setting/beta-apps). The app uses your SWAI session — there is no separate sign-up inside ChatIQ.

Before you start

Complete these setup items before you expect automation to go live. You can create a Draft flow anytime; published automation needs at least one connected channel.

Checklist

Open ChatIQ from SWAI
Use Settings → Beta Apps → ChatIQ (or go to app.swai.ai/setting/beta-apps) in the SWAI Dashboard so you are signed in for the correct brand/workspace.
Connect a channel
- In Channels, click Connect Channel and choose Instagram or Facebook.
- Authorize in the OAuth window.
- Click Sync so the account appears in ChatIQ.
- Confirm the channel shows Active (not Inactive).
Gemini AI (if you will use AI)
In Settings, confirm Gemini AI is configured. You need it for:
- AI Response and AI Private Reply (DM) nodes
- Creating a flow from a natural-language description (New Flow → describe what it should do)
Tags and custom fields (optional but useful)
In Settings, create Tags and Custom fields you plan to use in flows, segments, and broadcasts.
Global Keywords (optional)
Add workspace-wide keywords in Settings if you want fallback matching. Flow-specific triggers take priority over global keywords.

Important warnings

Warning: Draft flows do not run. Triggers only fire for Published flows.

Warning: Without an Active Instagram or Facebook channel, ChatIQ cannot send or receive messages.

Warning: After OAuth, if the account does not appear, click Sync. Connecting alone is not always enough.

Tip: Set up channels for the brand once, then reuse them across flows. Each Growth rule and many triggers still need you to pick the right channel.

Quick start

Open Flows.
Click New Flow.
Choose how to create:
- Describe what the flow should do, then Create (AI builds a starting graph).
- Or Start from scratch for a blank Untitled Flow.
- Or open Templates and click Use Template.
On the canvas, configure a Keyword Trigger (or another trigger type) and add message / logic / action nodes.
Click Publish.
Test by sending a matching DM, comment, story reply, or Live comment on the connected account.
Watch the thread in Inbox. Use Resume bot if you take over as a human.

Note: New flows start as Draft. Only Published flows enroll contacts from triggers and send automated replies.

Flows

A flow is a visual chatbot graph: triggers start it, message nodes reply, logic nodes branch or wait, and action nodes update CRM or hand off to humans.

Flow statuses

Status	Meaning
Draft	Saved but not live — triggers do not fire
Published	Live — matching events run this flow
Archived	Stored away; not active

How to create a flow

Method	When to use
New Flow → describe + Create	You want AI to draft the graph from a short description
New Flow → Start from scratch	You want a blank canvas
Templates → Use Template	You want a pre-built starting point (Comment, DM, Story, Live, and more)

Builder overview

Drag nodes from the Nodes palette onto the canvas:

Category	Nodes
Triggers	Keyword Trigger
Messages	Send Message, AI Response, Comment Reply, Private Reply (DM), AI Private Reply (DM)
Logic	Condition, Delay, A/B Split, Smart Delay
Actions	Add Tag, Remove Tag, Set Field, HTTP Request, Go To Flow, Human Takeover, Subscribe, Unsubscribe, Enroll in Sequence

Send Message supports rich content such as text, images, buttons, quick replies, and carousels.

Must be done before you expect automation

At least one Active channel
A Published flow
A configured trigger that matches how contacts will engage
Message or AI nodes connected so the contact gets a reply

Tip: Use Version History after publishing so you can track published versions of a flow.

Triggers

A trigger decides how a contact starts a Published flow. Configure the type on the Keyword Trigger node.

Trigger	What it does
Keyword	Contact sends a matching keyword in a DM
Button Click	Contact clicks a button (payload match)
Quick Reply	Contact taps a quick reply (payload match)
Welcome Message	Contact starts a conversation (first inbound)
Default Reply	No other trigger matches
Comment Keyword	Keyword appears in a post/reel comment
Story Reply	Keyword appears in an Instagram story reply
Live Comment	Keyword appears in a Live comment

Keyword match types

Match type	Behavior
Exact match	Message/comment equals the keyword
Contains	Keyword appears anywhere in the text
Starts with	Text begins with the keyword

Priority and scoping

Flow triggers win over Global Keywords in Settings.
Triggers can be scoped to a channel or left workspace-wide, depending on how you configure them.
For post-specific comment automation, use Growth rules (optional Specific Post IDs) in addition to or instead of a generic Comment Keyword trigger.

Warning: If two published flows could match the same keyword, review which flow is Published and how match types overlap — unexpected replies usually come from a broader Contains match or a Default Reply.

Tip: Use Exact match for campaign keywords (for example PRICE) and Contains when you want natural language variants.

Channels

On Channels you connect the social accounts ChatIQ can message.

Channel	What you connect	Typical use
Instagram	Brand Instagram account	DMs, comments, story replies, Live comments
Facebook	Brand Facebook Page	DMs and comments

Rules to remember

Connect Instagram and/or Facebook via Connect Channel, then Sync.
Toggle Active / Inactive when you need to pause a channel without disconnecting.
Use Copy DM link for deep links (ig.me / m.me style) you can share or put in posts.
ChatIQ’s connect UI is Instagram and Facebook only. Some templates mention collecting a phone number or handing someone off to WhatsApp in the message text — that is not a ChatIQ channel connection.

Where to manage channels

Need	Where
Connect / Sync Instagram or Facebook	Channels
Test messaging connectivity	Settings → Social messaging → Test & Sync Channels

Warning: Empty channel lists or “connect a channel” prompts on Flows usually mean the brand has not finished Connect + Sync — fix it in Channels, then return to the flow.

Working in Inbox

Inbox is your live chat across connected channels.

Common tasks

Find a conversation — Use the list and filters (all, open, closed, snoozed).
Read the thread — See inbound and outbound messages for that contact.
Reply as a human — Send a message yourself on the conversation’s channel.
Pause AI / take over — When a flow hits Human Takeover, the thread shows Bot paused. Reply yourself, then click Resume bot to turn automation back on.
Assign — Use Assign to... to set an agent name on the conversation.
Close / Snooze / Reopen — Manage conversation status as you work the queue.
Contact info — Open the side panel for tags, fields, and channel identity.

Conversation statuses

Status	Meaning
open	Active thread that needs attention or is ongoing
snoozed	Temporarily out of the main queue
closed	Finished / archived from the open list

Tip: If automation stops unexpectedly, check whether the conversation shows Bot paused. Click Resume bot (Resume automation) after you finish helping.

Warning: Message status may show Delivered or Failed. Failed sends usually mean channel/token issues — Sync the channel and confirm it is Active.

Contacts, tags, fields, and segments

Contacts

Contacts are created automatically when people message or comment on a connected channel.

On Contacts you can:

Search by name or email
Filter by tags
Build a Segment with advanced filters
Open a contact for channels, tags, custom fields, and related conversations

Subscribed controls whether a contact is included in default broadcast audiences. Flows can Subscribe or Unsubscribe contacts with action nodes.

Tags and custom fields

Create these in Settings:

Item	Used for
Tags	Labels in flows, segments, and contact filters
Custom fields	CRM attributes (name + slug) for Set Field, conditions, and segments

Segments

Shared filters for Contacts and Broadcasts:

Filter	Examples
Has tag / Missing tag	Tag membership
Custom field	equals, does not equal, contains, greater than, less than
Platform	Instagram, Facebook, and other platform values on the contact
Subscribed	Yes / No
Last interaction	before / after a date

Combine filters with AND / OR, and add filter groups when you need more complex audiences.

Warning: Broadcasts without a segment default to all subscribed contacts. Use segments (or unsubscribe contacts) when you want a narrower audience.

Broadcasts

Broadcasts send one message to many contacts at once.

Workflow

Open Broadcasts → Create Broadcast.
Name the broadcast.
Optionally enable Target specific contacts and build a segment.
Write the Message.
Choose:
- Send Now
- Schedule
- Save Draft

Broadcast statuses

Status	Meaning
Draft	Not sent yet
Scheduled	Waiting for the scheduled time
Sending	Currently sending
Completed	Finished
Cancelled	Stopped / cancelled

Metrics on a broadcast include Recipients, Sent, Delivered, and Failed.

Tip: Preview your segment on Contacts first so you know who will receive the message.

Sequences

Sequences are drip campaigns: ordered steps that send over time.

Sequence steps

Step	What it does
Message (Send Message)	Sends a message to the enrolled contact
Wait	Delays the next step (minutes-based timing in the editor)

Sequence statuses

Status	Meaning
Draft	Not enrolling / not running
Active	Can enroll contacts and run steps
Paused	Temporarily stopped

Use Activate / Pause on the sequence editor. Only Active sequences accept new enrollments from the UI.

How contacts enroll

Enroll in Sequence action node inside a flow
Enroll contact on the sequence’s enrollments panel (when the sequence is Active)

Enrollment statuses

Status	Meaning
Active	Currently moving through steps
Completed	Finished the sequence
Cancelled	Stopped (manually or by the system)

You can Cancel enrollment for a contact who should stop receiving sequence messages.

Note: Sequences are scheduled steps, not free-form live chat. For conversational AI, use a Flow with AI Response nodes and manage replies in Inbox.

Growth Tools

Growth is where you manage Comment-to-DM rules for lead capture and engagement.

Create a comment rule

Open Growth → New Comment Rule.
Set:
- Channel
- Response Flow (the flow that should run)
- Keywords (comma-separated)
- Match Type (Contains / Exact match / Starts with)
- Public Reply (optional public comment reply)
- Specific Post IDs (optional — limit to certain posts)
Create Rule.

Rules can be Active or Paused. You can Edit, Pause, Activate, or Delete a rule.

Stats and logs

Growth shows:

Comments Processed
Keywords Matched
DMs Sent
Conversion Rate
Recent Activity (author, comment, matched keyword, DM result, time)

Tip: Pair a Growth rule with a flow that uses Private Reply (DM) or AI Private Reply (DM) so commenters get a private follow-up.

Warning: The response flow should be Published, and the channel must be Active, or matches will not produce DMs.

Analytics

Analytics monitors workspace performance.

Control / metric	Meaning
Last 7 days / 30 days / 90 days	Time range for charts and totals
Total Flows	Flows in the workspace
Total Contacts	Contacts in the CRM
Messages Sent	Outbound volume in range
Messages Failed	Failed outbound sends in range

You will also see flow performance (starts, completions, drop-off), contact growth, and message volume over time.

Tip: If Messages Failed spikes, Sync channels and check Inbox threads marked Failed before changing flow content.

Settings

Settings covers workspace-wide configuration.

Section	What it’s for
General	Workspace name
Social messaging	Messaging API status; Test & Sync Channels
Gemini AI	Whether AI nodes and AI flow creation are available
Global Keywords	Workspace-wide keywords (lower priority than flow triggers)
Tags	Labels for flows, segments, and filters
Custom fields	Field definitions for Set Field nodes and segments

Note: Messaging and Gemini keys are managed for the app environment (not entered per brand in ChatIQ). If Settings shows they are not configured, contact your SWAI admin.

Templates

From Flows, open Templates to browse builtin and saved starters.

Filters

All, Comment, DM, Story, Live, Grow followers, Engage, Drive traffic, Saved

Badges you may see: Saved, Popular, AI.

Typical uses

Welcome / FAQ / lead capture for DMs
Auto-DM links from comments
Story and Live engagement
Collect a phone number into CRM (message content — not an SMS channel)
Message copy that points people to WhatsApp (handoff text — not a ChatIQ WhatsApp connect)

Click Use Template, customize the canvas, then Publish.

You can also Save Flow as Template from a flow you like.

Common warnings and troubleshooting

I can’t open ChatIQ

Warning: You may see Authentication failed or a message about an invalid/expired embed token. Close the tab and open ChatIQ again from the SWAI Dashboard (Settings → Beta Apps → ChatIQ, or go to app.swai.ai/setting/beta-apps).

My flow doesn’t reply

Check:

Flow status is Published (not Draft or Archived)
Channel is Active and recently Synced
Trigger type matches the event (DM keyword vs Comment Keyword vs Story Reply vs Live Comment)
Match type is not too strict (try Contains while testing)
Conversation is not Bot paused in Inbox
No other published flow is stealing the match (Default Reply / broader keywords)

I can’t connect a channel

Open Channels → Connect Channel.
Finish OAuth for Instagram or Facebook.
Click Sync.
Confirm the account shows Active.
If it still fails, use Settings → Test & Sync Channels.

AI nodes / AI Create don’t work

Confirm Gemini AI shows as configured in Settings. If not, ask your SWAI admin to enable Gemini for the ChatIQ environment.

Broadcast went to the wrong people

Broadcasts with no segment target all subscribed contacts.
Build a segment with tags / fields / platform filters before Send Now.
Use Unsubscribe in flows (or mark contacts unsubscribed) for people who should not get blasts.

Comment-to-DM isn’t sending

Growth rule is Active.
Keywords and match type match the comment.
Specific Post IDs (if set) include the post that received the comment.
Response Flow is Published.
Channel is Active.
Check Growth Recent Activity for match and DM results.

Story Reply or Live Comment doesn’t fire

Use trigger type Story Reply or Live Comment (not only Keyword).
Confirm you are testing on Instagram (story replies) or a Live session that ChatIQ’s connected account can see.
Publish the flow after changing the trigger.
Prefer a simple keyword and Contains while testing.

Human takeover stuck / bot won’t continue

Open the conversation in Inbox.
Confirm it shows Bot paused.
Click Resume bot.
Send a new inbound message if needed to continue the flow.

Contact missing from broadcasts or sequences

Contact may be unsubscribed.
Contact may lack the channel identity needed to message them.
Sequence must be Active to enroll.
For sequence steps, the contact needs a reachable channel on the connected platform.

Number / WhatsApp / SMS expectations

ChatIQ connects Instagram and Facebook only. Templates that mention SMS lists or WhatsApp are about collecting info or sending handoff links inside DMs — they do not add those as ChatIQ channels.

Glossary

Term	Meaning
Workspace	Your brand’s ChatIQ space for flows, contacts, and channels
Channel	A connected Instagram or Facebook account
Flow	Visual chatbot automation graph
Node	A step on the canvas (trigger, message, logic, or action)
Trigger	Event that starts a Published flow
Keyword / match type	Text rule with Exact match, Contains, or Starts with
Draft / Published / Archived	Flow lifecycle
Template	Pre-built flow starter
AI Flow create	Natural-language description → generated flow (New Flow)
AI Response	Gemini-powered DM reply with conversation context
AI Private Reply (DM)	Gemini-powered private reply after a comment
Comment Reply	Public reply on a comment
Private Reply (DM)	Comment-triggered private Instagram/Facebook DM
Human Takeover	Pause automation so a human agent can reply
Resume bot	Re-enable automation after takeover
Inbox / Conversation	Live chat thread with a contact
Open / Snoozed / Closed	Conversation status
Contact	Person who messaged or commented
Tag	Label for segmentation and conditions
Custom field	CRM attribute on contacts (name + slug)
Segment	Filter rules for contacts and broadcasts
Subscribed	Opt-in state used by broadcasts and Subscribe/Unsubscribe nodes
Broadcast	One-shot or scheduled message to many contacts
Sequence / Enrollment	Timed drip campaign and a contact’s membership in it
Smart Delay	Wait for a user reply or a timeout
A/B Split	Random path split by traffic weight
Growth / Comment rule	Keyword rule that runs a flow from comments
Global Keywords	Workspace-wide keywords (lower priority than flow triggers)
Payload	Value matched for Button Click or Quick Reply
Go To Flow	Jump to another flow (optional return-after)
HTTP Request	Call an external API from a flow

Need more help?

If something still fails after the checklist above:

Confirm the flow is Published and the channel shows Active.
Confirm the contact engaged on the connected Instagram/Facebook account.
Check Inbox (Bot paused? Failed send?) and Growth Recent Activity for comment rules.
Contact your SWAI admin or support with the workspace/brand, flow name, channel, trigger type, and what you expected to happen.