Core concepts
The product model behind the new DMtoLead interface. Worth two minutes upfront.
Workspace
Your top-level DMtoLead account. One workspace can hold multiple connected accounts, AI Assistants, Training sets, team members and managed clients (for agencies). Plan and billing live at the workspace level.
Connected account
A customer-facing profile or number connected to DMtoLead: an Instagram account, WhatsApp number, Facebook Page, Telegram bot or web chat. Conversations from all accounts arrive in Conversations, while each platform keeps its own permissions and messaging rules.
AI Assistant
A customer-facing AI employee assigned to one connected account and one clear job. An assistant combines:
- Account — where it works.
- Job — what it is allowed and expected to handle.
- Training — the shared business knowledge and voice it follows.
- Business data and actions — the commerce, booking, CRM, support or built-in capabilities the job needs.
Jobs stay intentionally bounded. For example, Instagram DMs and comment-to-DM campaigns can use separate assistants even when they belong to the same account.
Training
The shared source of truth for a business, brand or client. Training holds knowledge, voice and approved corrections so you can teach once and reuse the result across assistants. Updating Training does not activate a customer-facing job; each assistant still controls its own activation.
Team member
A human with workspace access. Team members can read conversations, take over from AI mid-thread and—depending on role—manage assistants, Training, connected accounts and settings.
Credit
One automated reply DMtoLead sends on your behalf — whether it's an AI reply, a RAG-augmented reply, an Instagram comment auto-engage or a keyword auto-reply. 1 credit = 1 reply.
Incoming customer messages are free. Replies typed manually by your team are free. Credits live at the workspace level and reset monthly on your plan's renewal date. See pricing & credits for plan allowances and how top-ups work.
Business data
Live or managed information an assistant can consult or act on. Commerce sources include Shopify and Ikas; scheduling includes Google Calendar and Calendly; business systems include HubSpot, Pipedrive and Zendesk; built-in sources cover bookings, inventory, appointments, catalogs, events, services and reward codes.
Some connections are directional. Google Sheets is currently an output sync for conversations and Shopify or Ikas orders, not a general knowledge input. See all data sources for the exact capability of each connection.
DMtoLead Assistant
Your private owner-side operator—not the customer-facing AI. After a conversation is verified as yours, you can ask it for workspace status, usage, customers, conversations that need a human, channel health, calendar availability or events, and business-data answers. It can also prepare confirmed actions and propose, test and apply assistant instruction changes.
Owner chat is deliberately isolated: customer AI stays off in that private thread. See DMtoLead Assistant.