Flowlith Iris answers customer messages using your business information, relevant conversation context, available reference material, and any Actions you have enabled. Manage that setup in Flowlith’s dashboard or through a connected AI app.
For concrete CRM, ERP and HIS examples and unsupported features, see What Iris can do. For the two different MCP connections, see How MCP connects.
A customer message, step by step
Customer sends a message on a connected channel
→ Iris uses the business setup and that conversation’s context
→ Iris can consult relevant knowledge or an enabled Action
→ A data-changing Action needs the customer’s confirmation
→ The answer returns to the customer’s channel
Opening hours can come from your business information. Today’s stock needs an appropriate connected source; a note or an old chat is not proof of current availability. If an external action fails or its result is uncertain, do not treat a confident-sounding reply as proof that the external change happened. Check the connected system.
One business, separate conversations
Your business’s channels share its business setup. Customer conversations remain separate by channel and customer identity. The same person on WhatsApp and Instagram is not automatically treated as the same customer, even if their name or phone number looks familiar.
For website chat, your backend must authenticate the visitor and supply a stable customer identifier. The business API key identifies your business, not the person using your website. Read the Website API before choosing an identity scheme.
A customer preview is a separate test conversation. It is not an inbox view and does not impersonate a real customer or give you access to their private customer-memory records.
Put knowledge in the right place
| Place | Use it for | Do not use it for |
|---|---|---|
| About business / Info | Business facts, hours, policies and preferred tone | Passwords, customer profiles or long process manuals |
| Memory | Short shared facts and useful lessons | Customer lists, individual orders or transcripts |
| Actions → Assets | Customer-safe Markdown references such as FAQs | Credentials, private records or executable programs |
| Actions → Your skills | When and how to follow a business procedure | Granting account access just by mentioning a service |
| Actions — external connections | Reviewed connections and approved external operations | Arbitrary access to every tool in an account |
A link describes a resource; it does not authorize account access. A skill describes a procedure; it does not itself create a working integration. Connect the external system and test the exact Action separately.
Learning and owner edits are different
Iris can learn reusable shared notes and procedures over time. Review Memory regularly and keep important business rules clear in About business and approved materials. AI-generated lessons can be incomplete or mistaken; important facts still need verification against a reliable source.
Owner edits follow explicit save and apply steps:
- About business and Memory use Save changes. Saving replaces the complete note, not just the edited lines.
- Assets and skills are saved as drafts first. Apply to Iris publishes the whole saved set, including other pending edits for the business.
- External Actions have their own Preview, Test and exact-version activation flow. Applying teaching does not replace Action activation.
Do not assume every learned note waits for owner approval. The draft-and-Apply workflow describes your teaching edits, not every piece of learning Iris may perform.
If a save reports a conflict, preserve your edits, reload the latest version, merge deliberately, and save again. Pending or unconfirmed is not the same as applied. Review the displayed status before testing.
Customer memory is not shared Memory
When customer memory is enabled for a business, Iris can retain useful customer-reported details for that customer’s channel conversation. This is separate from shared business Memory and is not a customer directory. Customer-reported details are not verified order or payment records.
Never put individual customer names, contact details, orders or transcripts into shared Info, Memory, assets or skills. Those materials are business-wide context. Clearing shared Memory does not erase conversation history or individual customer records. For privacy requests, use the appropriate customer/account workflow or contact support; deleting one note does not remove everything.
Actions can change the outside world
An Action might read an order, create a lead or request a booking. The owner chooses what is available and reviews its setup before enabling it. For a data-changing customer Action, Iris proposes the change and asks for confirmation in a later customer message. Changed details require a fresh confirmation; “do whatever is needed” is not an exact approval.
Owner Tests and customer previews are real. A connected tool can write to the external system during a test. Prefer a test account or limited test key, fictional data and an operation you can safely undo. If a write’s result is uncertain, inspect the destination before deciding to retry. Actions integration guide
Message credits
One answered customer or customer-preview message uses one credit. It is not a token count. Reconnecting the same website message correctly does not create another charge for that same answered message. Follow the message-ID rules in the Website API reference.
Credits belong to the selected business. Check its balance and available purchase options in Billing. Plan credits are used first and do not roll over; one-time credit packs do not expire. After credits run out, a 200-message grace allowance is available before new replies stop. Grace usage is deducted from the next purchase. Use the dashboard’s current balance rather than treating the allowance as extra purchased credits.
Customer document reading does not add a separate OCR credit charge to the normal answered-message credit. External services you connect can have their own usage charges. A test is not necessarily free or harmless: review its credit use and external effects before sending it.
What Iris does not guarantee
Iris is an AI assistant, not a guarantee of factual accuracy, stock availability, payment completion or third-party delivery. Teach clear escalation rules, keep references current, and verify important changes in the system that owns them. Do not promise customers a live handoff, refund, booking or other result until you have configured and tested the process that makes it happen.
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