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A single rule can only do one thing. Multi-branch logic does everything at once. Instead of setting a fixed action for each rule, multi-branch logic lets the agent read the intent and sentiment behind every comment and route it to the right outcome automatically — a buying question gets a reply with a link, a complaint gets moved to a private DM, and toxic or spammy content gets hidden before any buyer sees it. One flow, three branches, zero manual sorting.

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The routing flow

Each comment that enters the multi-branch flow is read by the agent and assigned to one of three branches:

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How intent is detected

The agent reads the full text of each comment, the commenter’s history on your page, and the context of the post it appeared on. From that, it assigns an intent category — Buying, Complaint, or Toxic/Spam — along with a confidence score.
  • High-confidence spam is hidden instantly with no delay.
  • High-confidence buying questions get a reply within seconds.
  • Lower-confidence comments can be held for review or routed to your moderation queue depending on your threshold settings.
The agent improves over time as it processes more comments from your audience, becoming more accurate at distinguishing a genuine complaint from a casual negative reaction, or a curious question from a competitor probe.

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Setting up multi-branch routing

1

Open your agent's settings

In the Exerta dashboard, go to your agent and open Settings.
2

Enable Multi-Branch Logic

Toggle on Multi-Branch Logic under the Moderation section.
3

Configure each branch

For each of the three branches — Buying, Complaint, and Spam — choose the action:
  • Buying: select or write a reply template and optionally enable DM follow-up
  • Complaint: write the DM message your agent will send to open a private conversation
  • Spam/Toxic: confirm the Hide action (enabled by default)
4

Set confidence thresholds

Optionally adjust the confidence threshold for each branch. The default settings are recommended for most accounts — only change these if you’re seeing too many false positives or missed catches.
5

Save and activate

Click Save. The agent begins routing comments through the multi-branch flow immediately on all assigned placements.
The complaint branch is especially powerful — moving a complaint to a DM removes it from public view while still giving the customer personal, direct attention. You defuse the situation privately instead of letting it escalate in front of potential buyers.
Multi-branch logic uses AI credits from your monthly plan. Each comment routed through the flow counts as one AI action.

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