Different rules for Carousell and WhatsApp

Buyers on Carousell and WhatsApp often want different things. You can set Moshee up differently for each channel, and keep everything else the same.

What you can set for each channel

• Replies on or off. In Agent, then Availability. Every channel starts with replies off, so you can look around first, and you turn each one on when you are ready.
• Reply hours. Also in Availability, including different hours on some days, or a day marked closed.
• Guidance rules. When you add a rule in Guidance, choose All channels, Carousell only, or WhatsApp only.
• Goal. One goal per channel, in Guidance.
• Follow-ups. Turn Proactive messages on or off, and choose how long to wait, for each channel.

What stays the same on every channel

Basics (tone, reply length, and language) apply to every reply on every channel. So does the wording you give Moshee for follow-ups.

When rules disagree

A rule for one channel beats a rule for all channels. If your all-channels rule says "Offer delivery" and your Carousell rule says "Offer meetup only", Carousell buyers are offered meetup only, and WhatsApp buyers are still offered delivery.

Example

• All channels: "Always ask for the buyer's name."
• Carousell only: "Suggest meeting at the MRT station nearest our shop."
• WhatsApp only: "Ask for a delivery address."