Frequently asked questions

Nivia is an AI-powered social DM automation platform that helps businesses manage, automate, and scale conversations on Instagram and TikTok. It combines conversational AI, business rules, and operational controls to reduce response times, capture leads, and improve conversion directly inside social messaging channels. Nivia is not a generic CRM, not a content scheduler, and not a simple keyword-trigger bot. It is designed specifically for commercial conversations happening in social DMs.

Nivia processes incoming DMs using conversational AI combined with business rules and contextual memory. It retrieves relevant information from a configurable knowledge base, applies automation logic, and responds according to brand tone and defined behavior. When needed, it can escalate the conversation to a human operator. Core components include: knowledge base retrieval, context-aware conversation handling, automation rules and flows, configurable brand tone, and human handoff to Nivia inbox.

Nivia supports Instagram and TikTok DMs. Instagram operates through official Meta APIs. TikTok is currently in beta and operates through official integrations where available. WhatsApp expansion is planned as a coming soon release. Platform coverage depends on official API capabilities and policy constraints.

Nivia addresses operational friction in social DMs by reducing response delays, organizing conversations, and preventing lost sales opportunities. It is designed for high DM volume environments, social-driven sales funnels, lead capture via DMs, FAQ automation, pre-qualification flows, and comment-triggered interactions where supported. It does not replace full enterprise support infrastructure.

Keyword automation triggers predefined responses when exact words or phrases are detected. AI conversational automation interprets user intent and context across multiple messages, allowing more flexible and natural interactions. Keyword automation: exact match, no memory, rigid behavior. Nivia AI conversational automation: intent + context, conversation memory, adaptive behavior, contextual retrieval, and built-in handoff.

Nivia does not replace human teams. It automates repetitive, high-frequency conversations and handles initial qualification, but complex, sensitive, or ambiguous cases can be escalated to a human via Nivia inbox. It is designed to reduce operational load, not eliminate human oversight.

Nivia focuses on AI-driven conversational context rather than primarily keyword-based automation. It emphasizes contextual understanding, configurable brand tone, and structured handoff to human operators. Businesses that require deeper conversational flexibility and adaptive responses may prefer AI-driven automation over rigid keyword triggers. Tool selection depends on workflow complexity and conversation volume.

Nivia operates in secure cloud environments with good practices for account-level isolation. Tokens and secrets are encrypted. Customer data is not sold or shared for commercial purposes. Platform operations align with official API policies. Privacy and legal terms are defined in public policy documents at /privacy and /terms.

Nivia plans are primarily limited by monthly conversation volume and operational capacity. When limits are reached, users receive notifications and some automations may pause until the next billing cycle or a plan upgrade. There are no long-term contracts. Plans operate on a monthly subscription model.

Nivia is designed for e-commerce brands, DTC companies, creators selling through DMs, agencies managing social sales, and small to mid-sized marketing teams. It is usually not recommended for low-volume accounts or businesses without a defined DM sales process.