Messenger Auto-Reply + Knowledge Base

Problem

Facebook Messenger flooded the team with repeat questions that already had answers in docs—but nothing connected the two.

Goal

Auto-reply on Messenger from the knowledge base, and escalate only when a person is needed.

Solution

• Messenger webhook intake for inbound messages
• Knowledge base retrieval for grounded answers
• AI response drafting with confidence / escalate rules
• Handoff path into human support when required

Workflow samples

What I built at each step—placeholder frames ready for your real screenshots.

Automation logic

My role

Messenger integration, KB retrieval design, auto-reply logic, and escalation rules.

Result

Messenger questions get instant KB-backed answers, with clean escalation to humans.

Lessons learned

Sharing one KB across website chat and Messenger kept answers consistent and cut duplicate content work.