How to Handle Custom Requests with Automations

🎯 What You'll Achieve

When a fan sends a message containing keywords like "custom", "sextape", or similar terms:

1. The AI chatbot will automatically stop for that fan

2. Your team gets notified on Telegram

3. The fan is added to a list for follow-up (optional)

This ensures custom requests get the personal attention they deserve while keeping your AI running for regular conversations.

🚀 Step-by-Step Setup

Step 1: Create a New Automation

Go to Automation → Create automation in your Substy dashboard.

Step 2: Set Up the Trigger

1. In the Trigger section, select "Fan sends a message" from the dropdown

2. Under Keywords, add the keywords you want to detect:

   • custom

   • sextape

   • personalized

   • private video

   • Add any other terms your fans commonly use

3. Choose your Matching style:

   • Contains (recommended) – Matches if the fan's message includes the keyword anywhere

   • Exact match – Only matches if the entire message equals the keyword exactly

💡 Tip: Keywords are case-insensitive. "Custom" and "CUSTOM" will both trigger the automation.

Step 3: Configure Actions

Scroll down to the Actions section. You can enable multiple actions:

Stop AI Chatbot (Required)

Toggle on "Stop AI chatbot". This temporarily pauses AI replies for this specific fan, handing control back to your team.

⚠️ AI will stand down: When this automation runs, the AI chatter automatically disables for the targeted fan and hands control back to your team.

Notify Employee on Telegram (Recommended)

Toggle on "Notify employee on Telegram" to alert your team instantly:

1. Select the Recipients from the dropdown

2. Add an Additional note (optional) to provide context, such as:

   • "Fan requested custom content - needs human response"

3. Use the quick-insert buttons to include dynamic info:

   • + Conversation URL – Direct link to the chat

   • + Fan Name – The fan's display name

Add Fan to a List (Optional)

Toggle on "Add fan to a list" to organize custom request fans:

1. Select or create a list like "Custom Requests" or "VIP Fans"

2. Fans are added to this list immediately when the automation triggers

💡 Pro tip: You can later create other automations targeting this list for follow-ups.

Step 4: Skip the Message Sequence

For custom request handling, you typically don't need to send an automated message. The key actions are stopping the AI and notifying your team.

Step 5: Save and Activate

Click Create automation to save. Your automation is now active!

📋 Recommended Keywords

Here's a starter list of keywords to detect custom requests:

Adjust based on what your fans commonly ask for.

🧩 Example Configuration

⚠️ Important Notes

• One automation per trigger type: If multiple automations have the same trigger and keywords, Substy will randomly select one to execute.

• AI remains stopped: Once stopped, the AI won't respond to this fan until you manually re-enable it from the conversation view.

• Keyword overlap: Be mindful of keywords that might appear in regular conversation. Very short or common words may cause false positives.

💡 Pro Tips

• Combine with fan lists: Create a "High Value" list and use it to prioritize which custom requests to handle first.

• Use Telegram notifications wisely: Include the conversation URL so your team can jump straight into the chat.

• Review periodically: Check which keywords trigger most often and refine your list accordingly.