Vietnam's VIB runs one AI chat agent across five support channels
In plain words
VIB put a live AI chat agent on all its main support channels.
What happened: AI agent live on five channels.
Source: revve.ai ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
Connect your website chat, Messenger and Instagram to one inbox (Intercom/Tidio/Crisp).
- 2
Load FAQs, policies and prices into the AI agent.
- 3
Add the prompt below so it answers the same way on every channel.
- 4
Turn it on outside business hours first.
- 5
Expand to 24/7 once it resolves most chats without complaints.
The instructions to give the AI
Paste this into Intercom Fin (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.
Agent instructions (prompt)
You answer customer messages for [business] on web chat, Messenger and Instagram. Same answers on every channel, from the knowledge base only. Keep replies under 60 words. Collect name and contact before handing over. Hand over immediately for complaints, payments or anything not in the knowledge base.
[Highlighted] = replace with your own details before you run it.
What you should get back: The same short answer on chat, Messenger and Instagram: "We're open 8-6 weekdays — book here: [link]."
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: Revve AI
You could use: Intercom Fin, Tidio Lyro or Crisp AI across website chat, Facebook Messenger and Instagram DMs
- Intercom Fin
AI support agent that answers customers from your help centre and hands off to humans.
From $0.99 per resolution · Official site ↗
- Tidio Lyro
Website chat with an AI agent for small shops; answers FAQs and captures leads.
Lyro from $32.50/mo · Official site ↗
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐A help desk or chat widget on your site (e.g. Gorgias, Tidio, Intercom)
- ☐A knowledge base: FAQs, shipping/returns policies, product info
- ☐Connection to your store or orders (e.g. Shopify) so it can look up orders
- ☐Tone and rules for what the AI must never promise
- ☐Testing against 50+ past tickets before going live
- ☐Hand-off to a person when it is unsure or the customer is upset
Can I do this myself?
Yes, for most small shops. The built-in setup does the heavy lifting; the real work is writing a good knowledge base and testing.
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