# ManyChat client-interaction fallback messages

> Written 2026-08-05 by the `channels/dm-app-review` lane, closing HANDOFF
> operator item 11 (parked 2026-08-04, `bc1f7a3`).
>
> **Confirm them by looking, not by reading:**
> `plans/rethink/manychat-fallback-messages.html` renders every message as the
> Instagram DM bubble the customer actually receives.

## What these are, and where they go

The moments where the DM bot has nothing good to say. Today ManyChat owns
comment → DM, and it will keep owning it until App Review lands, so these are
**pasted into ManyChat by the operator** — `CLAUDE.md` hard rule 5: ManyChat is
integrated, not owned, and nothing here writes workflow JSON.

After approval the same set seeds our own flows, unchanged. The copy is the
deliverable; where it runs is a deployment detail.

## The ground rules (operator, 2026-08-04)

- Instagram DM, not email, not WhatsApp.
- Warm professional Silver Oak voice.
- English only.
- **Every message nudges toward contact info or a call.** No message is a
  dead end.

Two more the house style adds:

- **No em-dashes, no AI-isms.** No "feel free to", no "I'd be happy to", no
  "Certainly!". These read as a bot the moment they appear.
- **Only verified contact details.** `+971 800 555 555` and
  `info@silveroakglobal.ae` are both live on `/legal/privacy`
  (`apps/web/src/routes/LegalPrivacy.tsx:116,118`) and on the company site.
  Nothing else is quoted, and no message promises a time, a price or an office
  hour that nobody has confirmed.

## The ten cases

| # | When it fires | Message |
|---|---|---|
| 1 | Nothing matched. The bot did not follow the message. | Sorry, I did not catch that one. Tell me the area or the building you have in mind and I will pull up what we have. If it is easier to talk it through, call us on +971 800 555 555. |
| 2 | They asked for a person. | Let me put you with one of our consultants. Send your name and the best time to reach you, or call +971 800 555 555 and the team will pick up. |
| 3 | Nobody is on. | Thanks for writing in. The team is offline right now and will come back to you as soon as they are in. If it is urgent, call +971 800 555 555 or email info@silveroakglobal.ae. |
| 4 | Price, terms or anything we will not quote in a DM. | That one is better answered properly than quickly. Share your number and a consultant will call you with the full picture, or reach us on +971 800 555 555. |
| 5 | A voice note, a video, or anything the bot cannot read. | I cannot open voice notes here. Type it out and I will help, or call +971 800 555 555 and talk it through with the team. |
| 6 | Not in English. | We answer in English on this channel. Send it again in English and I will help, or call us on +971 800 555 555. |
| 7 | Off topic. Not about property. | That is outside what I can help with here. For anything about our properties, tell me the area you are looking at. For everything else, info@silveroakglobal.ae reaches the team. |
| 8 | They want to view it. | Good, let us get you in to see it. Send your name and when you are free, or call +971 800 555 555 and we will book it in. |
| 9 | They want a brochure, floor plan or price list. | I can get that sent over. Share your email and the team will send the brochure and the floor plans, or call +971 800 555 555. |
| 10 | The property is gone. | That one has gone. Tell me the area and the budget you had in mind and the team will send what is close to it. Or call us on +971 800 555 555. |

## Why these ten and not more

Every case here is a **different thing going wrong**, so every case needs
different words. The ones deliberately left out collapse into one of the ten:

- "Repeated the same message" and "the bot looped" both end at case 1.
- "Complaint" was drafted and cut. It needs a person, not a bot, and case 2
  already routes there. A bot apologising for a real complaint reads worse than
  a bot handing over.
- "Asked about payment plans" is case 4.
- "Asked where the office is" is case 7, and the address is not verified
  anywhere in this repo, so no message quotes one.

## What is NOT settled

- **Office hours.** Case 3 says "as soon as they are in" precisely because
  nobody has confirmed the hours. If the operator gives them, case 3 gets
  sharper and nothing else changes.
- **Whether ManyChat can fire all ten.** ManyChat exposes no published-vs-draft
  state through any endpoint (re-probed 2026-07-30), so which of these the
  operator can actually wire is his read of the ManyChat UI, not ours.
- **Arabic.** Case 6 turns non-English away in English, which is the ground rule
  as given. If Silver Oak wants Arabic on this channel, that is a new decision
  and a second set of ten, not an edit to these.