DOCUMENTATION
Everything about Glime, explained step by step.
This guide explains how Glime works from the first connection to the repeat sale: how your accounts connect, how each AI specialist behaves, how payments, orders, invoices and shipments are handled, and how you stay in control. For a short visual story, see How It Works.
ON THIS PAGE
01 · OVERVIEW
What Glime does
Glime is an AI business automation platform for businesses that sell through Instagram and WhatsApp. Customers comment or message you, and Glime replies, sells, collects payment, creates the order and invoice, keeps the customer updated on delivery, and follows up later so they buy again.
Instead of one general chatbot, Glime is a team of specialists that share one brain and one customer record:
| SPECIALIST | WHAT IT DOES |
|---|---|
| Instagram Sales Specialist | Replies to comments and DMs, qualifies leads, captures them and hands them to WhatsApp. |
| WhatsApp Sales Specialist | Runs the sales chat, sends payment links, confirmations and delivery updates. |
| Follow-up Specialist | Prepares and sends follow-ups to leads and past customers. |
| Leads Intelligence | Organises leads into a pipeline with AI insights and next actions. |
| Orders and Customers | Keeps every order, payment status, shipment and customer in one place. |
| Client Assistant | Answers questions about your data, analyses competitors and sends messages after your approval. |
| Business Intelligence | Surfaces growth insights and suggested actions. |
02 · GETTING STARTED
From sign up to your first automated sale
- Create your account. Sign up on the free trial page. Every new account starts with a 7-day free trial.
- Connect your accounts. Link your Instagram and WhatsApp Business accounts using their official login.
- Add your business knowledge. Enter your services or products, prices, delivery details and common customer questions.
- Choose your sending mode. Approve every reply yourself, or let Glime send automatically.
- Connect payments. Link your payment account so Glime can send payment links and confirm payments.
- Go live. New comments and messages are picked up by Glime from this moment.
03 · CONNECTING ACCOUNTS
Connecting Instagram and WhatsApp
Glime connects to your accounts through the official login of each platform. This means you sign in on the platform's own screen and approve access. Glime never asks for, sees or stores your passwords.
- Use a business or professional Instagram account.
- Sign in through the official Instagram login when asked and approve the permissions requested.
- Once connected, Glime can read and reply to comments and direct messages on that account.
WhatsApp Business
- Use a WhatsApp Business number you control.
- Complete the official connection steps. The Integration Guide in your dashboard walks you through them.
- After connecting, customer chats on that number appear in your WhatsApp Sales Specialist.
Disconnecting
You can disconnect any account at any time. When you disconnect, Glime stops reading and replying on that account.
04 · KNOWLEDGE BASE AND AI BRAIN
One brain for every channel
Glime keeps one central AI Brain and one central Knowledge Base for your business. Instagram, WhatsApp and the follow-up specialist all read from it. That is why your customers get the same answers and the same tone everywhere.
What to put in the Knowledge Base
- Products or services with clear names, descriptions and prices.
- Delivery and returns details such as areas served, delivery time and return rules.
- Customer support answers for the questions your customers ask most, added one topic at a time.
- Business details such as timings, location and how to contact you.
How it is used
When a customer asks something, Glime looks at what you have taught it and answers from that. The more complete your Knowledge Base, the better and more accurate the replies.
Where to manage it
Open Settings and go to the AI section. It contains AI Behaviour, Knowledge Base, Channels and AI Access, Human Handoff and AI Health.
05 · INSTAGRAM SALES SPECIALIST
From comment to conversation
The Instagram Sales Specialist handles everything that happens on Instagram.
Comments
When someone comments on your post or reel asking about price or availability, Glime can reply on the comment and open a private conversation with that person in their inbox, so the sale continues in private.
Direct messages
In DMs, Glime answers instantly using your Knowledge Base, asks the right questions to understand what the customer wants, and handles doubts.
Lead capture and attribution
- Every interested person is saved as a lead with their conversation history.
- Glime keeps track of the content that brought the customer, so you can see which posts bring sales.
Modes
In approval mode, Glime prepares each reply and waits for you. In automatic mode, Glime sends replies on its own within the limits you set.
06 · WHATSAPP SALES SPECIALIST
Closing the sale on WhatsApp
The WhatsApp Sales Specialist manages customer chats on your WhatsApp Business number.
- Customer chats with full conversation history and customer context.
- Suggested or automatic replies depending on the mode you choose.
- Order details such as item, quantity and delivery address are confirmed in chat.
- Payment links are sent when the customer is ready to pay.
- Confirmations and updates are sent after payment and during delivery.
07 · HANDOVER
From Instagram to WhatsApp, without starting over
When an Instagram customer is ready to buy, Glime invites them to continue on WhatsApp, where payment links, confirmations, invoices and delivery updates are easier to share and find later.
- The customer shows interest on Instagram and chats with the Instagram specialist.
- Glime saves what it learned: item, size, city and any other details.
- Glime invites the customer to continue on WhatsApp.
- The WhatsApp specialist opens the chat already knowing the context, so the customer does not repeat anything.
- Instagram and WhatsApp conversations are linked to the same lead.
08 · PAYMENTS
Collecting money safely
Glime works with Razorpay and UPI for collecting payments. The customer receives a payment link in the chat and pays in a few taps.
How payment confirmation works
An order is marked as paid only when your payment provider confirms the payment. Glime never treats a screenshot, a forwarded message or a customer's claim as proof of payment.
- Glime prepares the payment for the exact order amount.
- The customer receives the link and pays.
- The payment provider confirms the payment to Glime.
- Glime marks the order as paid and sends the confirmation message.
Money goes to your own connected payment account. If a payment stays pending, Glime can send a gentle reminder.
09 · ORDERS, INVOICES AND DELIVERY
From confirmed payment to doorstep
Order creation
After payment is confirmed, the order is recorded with the customer, items, delivery address and payment status. Orders can also come from the website or be added manually, and all of them appear together in the Orders page.
Confirmation message
The customer gets an order confirmation message on WhatsApp as soon as payment is confirmed.
Invoice
An invoice for the order is prepared and shared with the customer, so you do not have to create it by hand and your records stay clean.
Shipment and delivery
If you connect a shipping partner such as Shiprocket Cargo, shipment details are shared with the customer so they know when to expect delivery. The order status is tracked in your Orders page.
| STAGE | WHAT THE CUSTOMER SEES | WHAT YOU SEE |
|---|---|---|
| Payment confirmed | Confirmation message | Order marked paid |
| Invoice ready | Invoice shared in chat | Invoice with the order |
| Shipped | Shipment details | Shipping status |
| Delivered | Delivery confirmation | Completed order |
10 · FOLLOW-UPS AND REPEAT SALES
The sale is not the end
The Follow-up Specialist makes sure no lead and no customer is forgotten.
After a purchase
- A few days later: a friendly check-in about the order.
- After about one month: a message about new products or offers.
- After about two months: a reminder to reorder.
Timing and wording are examples of the idea. You control what is sent and when.
For leads who did not buy
People who showed interest but went quiet receive follow-ups as well, so warm leads are not lost.
Controls
- Manual approval: you review every follow-up draft before it is sent.
- Automatic sending: follow-ups go out after a valid trigger.
- Per-lead switch: turn follow-ups on or off for a single lead.
- Templates and analytics: reuse messages and see what works.
11 · LEADS
Know who is ready to buy
The Leads page shows every lead in a pipeline with the stages New, Contacted, Qualified, Follow-up Due, Won and Lost. Each card shows the source, priority, last activity and next follow-up.
- Side panel: click a lead to see contact details, enquiry, conversation, notes and tasks.
- AI insights: Glime explains why a lead looks promising and suggests the next action.
- Source analytics: compare Instagram, WhatsApp, website and other sources.
12 · CLIENT ASSISTANT
Your business partner in the dashboard
The Client Assistant is a conversational helper that understands your business data.
What you can ask
- Explain my data. "Where am I losing the most customers?" or "How were my sales this month?"
- Analyse competitors. Ask how others in your space sell and position themselves, and get takeaways you can act on.
- Prepare messages. "Send a reminder to customers who asked for a price last week."
Approve and send
When you ask the assistant to message customers, it shows you a proposal with the message and who will receive it. Nothing is sent until you press approve. After approval, the assistant sends it for you.
13 · CONTROL AND LIMITS
Stay in charge
| CONTROL | WHAT IT DOES |
|---|---|
| Approval or automatic | Choose whether you approve replies first or Glime sends on its own. |
| Daily limits | In Settings, Automation, set the maximum AI usage and messages per day for WhatsApp and Instagram. |
| Human handoff | Take over any conversation, and set when Glime should hand over to you. |
| Per-lead follow-up | Turn follow-ups on or off for each lead. |
| Knowledge Base | Control what Glime knows and says about your business. |
| AI Health | Check that your AI setup is working as expected. |
Limits are applied per day, so you always know the most Glime can use in a day.
14 · CONNECTORS
Connect the tools you already use
In Settings, the Connector section lets you link other business tools to Glime. Available connections include WhatsApp Business, Instagram, Razorpay, Google Sheets, Google Calendar, Shopify and Shiprocket Cargo. You can also connect AI assistants such as ChatGPT and Claude securely.
Each connector uses an official, secure connection and can be disconnected at any time.
15 · SECURITY AND PRIVACY
Your accounts and data
- No passwords shared. Accounts connect through official login.
- Payments confirmed by providers. Orders are marked paid only when your payment provider confirms.
- You own your data. You can request to download or delete your data. See the data deletion and data download pages.
- Private pages. Dashboard, settings, orders and leads are available only to logged-in users.
Read the Privacy Policy and Terms for full details.
16 · GLOSSARY
Terms used in Glime
| TERM | MEANING |
|---|---|
| Lead | A person who showed interest but has not bought yet. |
| Specialist | An AI agent that is an expert at one job, such as Instagram sales or follow-ups. |
| AI Brain | The shared behaviour and knowledge that every specialist uses. |
| Knowledge Base | The information you teach Glime about your business. |
| Approval mode | Glime drafts replies and waits for you to approve them. |
| Handover | Moving a customer from Instagram to WhatsApp, or from AI to a human. |
| Follow-up | A message sent after a conversation or purchase to keep the relationship going. |
| Connector | A link between Glime and another tool you use. |
17 · TROUBLESHOOTING AND FAQ
Common questions
Glime is not replying to a customer
Check that the account is still connected, that you have not reached your daily limit, and that the mode is set the way you expect. In approval mode, replies wait until you approve them.
A reply was wrong or incomplete
Add the correct answer to your Knowledge Base. Every specialist and every channel will use it from then on.
A customer says they paid but the order is unpaid
Check your payment provider's dashboard. Glime marks orders paid only after the provider confirms. Do not rely on screenshots.
I want to pause automation for a while
Switch to approval mode, lower your daily limits, or turn follow-ups off for specific leads.
How do I take over a conversation?
Open the chat in the WhatsApp or Instagram specialist and reply yourself. You can also use the Human Handoff settings to decide when Glime hands over.
Can I disconnect an account?
Yes, at any time. Glime stops reading and replying on that account as soon as it is disconnected.
Where can I get help?
Use the Contact page and our team will help you.
Ready to see it work for your business?
Start your 7-day free trial and connect your accounts in minutes.