# Sell and deliver customs Set what a creator films and at what price, let the AI take custom requests, then set a deadline and deliver the media from Content β†’ Customs. URL: https://help.substy.ai/en/articles/sell-and-deliver-customs Language: en Customs lets the AI chatter sell custom photos and videos within rules you set. The AI agrees on the details and a price with the fan. Your team then sets a deadline and delivers the finished media from the same page. Open it from **Content β†’ Customs**. The page shows one creator at a time, so select the creator first. Customs is marked **Beta**. ## Before you start | To… | You need | | --- | --- | | Open the Customs page and see orders | **View fans and messages** and **View customs** | | Open **Settings** | **View AI configuration** | | Change the settings | **Edit AI configuration** and **Configure customs** | | Set a deadline, deliver, or retry a delivery | **Send messages** and **Manage custom orders** | By default, Team Leader has all of these. Chatter can view orders, set deadlines and deliver, but cannot open the settings. The AI only negotiates when AI chatter can reply to the fan. If AI is off for the fan or a teammate has taken over the conversation, the AI does not handle the request. ## Set up customs for a creator 1. Open **Content β†’ Customs** and select the creator. 2. Select **Set up customs**, or **Settings** in the page header. 3. In **What the creator films**, describe the formats you offer and the requests you refuse. This field is required. For example: *Personalized videos, 2 to 10 minutes. Outfits on request. No face or meetups.* 4. Under **Pricing**, enter both prices: - **Minimum price**: the lowest total price for a custom. - **Price per video minute**: set it to 0 to use only the minimum price. 5. Select **Enable customs**. Fans only see the total quote, never these rates. Prices use the creator's currency. On Telegram, prices are in whole Stars and the minimum price starts at 277 Stars, because the fan pays with a locked photo. To stop taking requests later, open **Settings**, turn off **Sell customs** and select **Save**. Your settings are kept. ## How a request moves through Customs Each request appears on the page as the AI discusses it with the fan. | Status | What it means | | --- | --- | | **Pitching** | The AI is presenting the custom to the fan. | | **Quoted** | The price is sent. Waiting for the fan to pay. | | **Agreed** | The fan agreed. Waiting for payment, or for the rest of it. | | **Paid** | Paid in full. Set a deadline, then deliver. | | **Scheduled** | A deadline is set. Deliver when ready. | | **Delivered** | The media was sent to the fan. | | **Declined** | The AI declined the request. | The fan pays with tips. On Telegram, the fan pays by unlocking a locked photo sent in the chat. Once a custom is fully paid, Substy sends a **Custom to film** notification with a link to the order. ## Find the orders that need you - Switch between **Table** and **Kanban**. On the board, **Properties** chooses what each card shows; this choice is saved in your browser. - **Work** shows **All orders**, **To deliver** or **Overdue**. An order is overdue from the day after its deadline. - Filter by **Status**, search, or sort by **Newest**, **Oldest** or **Closest deadline**. - The **Next step** column says what to do: **Set deadline**, **Deliver content** or **Delivery failed**. Select an order to open it. The **Custom** tab shows the request, its details and activity; the **Fan** tab shows the fan's profile. **Go to this fan** opens the conversation. ## Set a deadline 1. Open a **Paid** order. 2. Under **Fulfilment**, enter the number of days in **Ready in** (1 to 365) and select **Set**. The order moves to **Scheduled**. When AI chatter can reply to the fan, the AI tells the fan when the custom will be ready. Otherwise the deadline is saved, but no message is sent. To change it, select **Change deadline**. ## Deliver the custom 1. Open a **Paid** or **Scheduled** order. 2. Under **Fulfilment**, select **Add the video** or **Add the photos**, then upload the media or pick it from the vault. 3. Select **Deliver** and confirm. A photo custom accepts photos only. A video custom needs at least one video, and photos are optional. You can select up to 20 items, but a single message on MYM carries at most 5 and on Telegram at most 10. The media is sent for free. When AI chatter can reply to the fan, the AI writes the message that goes with it; otherwise the media is sent on its own. A delivery cannot be sent twice. The order shows **Preparing delivery**, then **Sending**, and **Delivered** once the platform confirms the send. If it shows **Delivery failed**, read the reason and select **Try again** to send the same media again. ## Troubleshooting - **Set up customs is greyed out**: you need **View AI configuration** and **Edit AI configuration**. Ask an admin to set up customs for this creator. - **No Settings button**: you need **View AI configuration**. - **You cannot set a deadline or deliver**: you need **Send messages** and **Manage custom orders**. - **No requests appear**: check that customs are turned on in **Settings** and that AI chatter is on for the creator and the fan.