MIA is Mercately's AI-powered virtual assistant, designed to automatically respond to your customers' conversations on WhatsApp, Instagram, and Messenger.
With MIA, you can provide 24/7 customer support, reduce response times, and automate frequently asked questions without manual intervention.
In this guide, you will learn how to activate MIA and configure the channels where it will be available.
Before you begin
Before activating MIA, make sure that:
Your account has a plan that includes Artificial Intelligence.
You have administrator permissions within Mercately.
Your channels (WhatsApp, Instagram, or Messenger) are correctly connected to the platform.
Note: MIA is only available for plans that include Artificial Intelligence.
Step 1. Access the MIA module
From the main menu in Mercately:
Automations → MIA AI Agents
Step 2. Go to Settings
Within the MIA module, go to Agents and select Configure.
Step 3. Activate MIA
Locate the Activate AI Agent section.
Here, you can select the channels where you want the assistant to respond automatically.
You can enable MIA on:
WhatsApp
Instagram
Messenger
Select the channels you want to use.
Step 4. Configure Additional MIA Chats
Each Artificial Intelligence plan includes a monthly number of contacts that can be handled by MIA.
In the Additional MIA Chats section, you can define what happens when you reach the contact limit included in your plan.
You have the following option:
Continue assisting with Mercately Cash
When this option is enabled, MIA will continue assisting new contacts after the contacts included in your plan have been used. Each additional contact will be automatically deducted from your Mercately Cash balance, preventing interruptions in customer service.
If this option remains disabled, MIA will stop assisting new contacts once the monthly limit included in your plan has been reached.
Recommendation: Enable this option if you want uninterrupted customer service and have an available Mercately Cash balance.
Step 5. Configure Tag Exclusions (Optional)
If there are conversations that you do not want MIA to handle, you can configure Tag Exclusions.
When a conversation contains any of the selected tags:
MIA will not respond automatically.
The conversation will remain available for manual assistance by an agent.
This setting is useful for excluding VIP customers, special cases, or conversations that require personalized assistance.
Step 6. Save the configuration
Once you have finished configuring:
Verify the selected channels.
Review the exclusion tags (if you configured any).
Click Save.
If the configuration was successful, Mercately will display a confirmation message.
When will MIA respond?
Once activated, MIA will automatically respond only in the following cases:
New chats: when a customer starts a conversation for the first time.
Conversations with more than 24 hours of inactivity: when more than 24 hours have passed since the last exchanged message.
Important: If a conversation is already being handled within the 24-hour window, MIA will not intervene automatically.
How do the contacts included in your plan work?
The contacts included in your Artificial Intelligence plan are counted collectively across all supported channels.
This means that contacts assisted through:
WhatsApp
Instagram
Messenger
share the same monthly contact limit included in your plan.
Example
If during the month:
1 customer starts a conversation on WhatsApp.
1 different customer writes on Instagram.
1 different customer writes on Messenger.
A total of 3 contacts will be counted.
Important: If the same person contacts you through different platforms, each channel is counted as an independent contact since each conversation belongs to a different channel
MIA capabilities on Instagram and Messenger
MIA offers the same capabilities on Instagram and Messenger as it does on WhatsApp, allowing you to provide a consistent customer experience across all your messaging channels.
Its main features include:
Automatic responses powered by Artificial Intelligence.
Personalized assistance based on the configured agent instructions.
24/7 availability.
Conversation context understanding.
Unified customer support from Mercately.
Recommendations
To achieve the best results with MIA, we recommend:
Properly configuring the agent instructions before activating it.
Reviewing the exclusion tags to define which conversations will be handled manually.
Testing the functionality on each channel before using it in production.
Monitoring the first conversations to ensure the responses meet your expectations.
Need help?
If you have questions about activating or configuring MIA, our Support team will be happy to assist you.
💬 Live Chat: From your Mercately platform.
📧 mail: [email protected]