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Question

Handling complete customer queries with AI Step

  • September 27, 2026
  • 1 comment
  • 9 views
Sami Mahin

Has anyone previously used the AI step as a complete customer support agent to handle entire customer queries? I just wanted to know if that's even possible because there is no option to add large text as a knowledge base yet on the WhatsApp and Messenger channels, like it is on Instagram. So it's nearly impossible to add all the information into multiple AI steps. Because of the character limits and creating multiple AI steps, and using the intent triggers for every step, it's not very efficient and cannot handle a conversation successfully.

    1 reply

    SumGenius
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    • SumGenius
    • Smooth talker
    • September 27, 2026

    You're reading it right, and it's a rollout gap rather than anything you've configured wrong. The knowledge base upload hit Instagram first and hasn't reached Messenger and WhatsApp yet, so on those channels you're back to pasting into the AI step and hitting the character cap. Chaining steps and routing with intents is what everyone does in that spot, and it's exactly as bad as you've found.

    I wouldn't build the chain. It's still rolling out and expanding through this year, so you'd be tearing it down again in a few months.

    If you need it working now, External Request is the escape hatch on Pro. Point it at your own endpoint, send the customer's message, do the retrieval and model call on your side, then map the answer back into a custom field and send. ManyChat handles delivery and stops being where knowledge lives.

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