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Facebook and Instagram

How to auto-reply to Facebook and Instagram comments with a direct message

In Automation › Workflows, create a workflow with the comment-on-post trigger for Facebook or Instagram and add the reply-to-comment-via-DM action. You can add buttons and quick replies; the customer's answers land in Conversations.

Updated on

Before you start

  • Your Facebook page (and Instagram, if you use it) must be connected with messaging turned on in Settings › Integrations.
  • You need permission to create workflows.
  • If you want to use ready-made text, create it as a snippet first.
Where to find it

Automation › Workflows › + Create Workflow

Step by step

Set up the automatic reply

  1. Open Automation › Workflows and click + Create Workflow (or edit an existing one).
  2. Click + Add Trigger and choose the comment-on-a-post trigger for Facebook or Instagram.
  3. If you only want it to work on one post, pick that post in the trigger. Save the trigger.
  4. Click the + below the trigger and choose Reply to comment via DM (or Reply via DM) under the Facebook or Instagram interactive messaging actions.
  5. Write the message or pick a snippet.
  6. Optionally add buttons, for example "I have a question", which lets the person call your number.
  7. Click Save, then Publish.
  8. Test it: comment on the post from another account and check that the DM arrives.

Add quick replies

  1. In the same workflow, add the Facebook Interactive Messenger or Instagram Interactive Messenger action.
  2. Create your quick replies: up to 13, each up to 20 characters (for example "See prices", "Book a visit").
  3. Save and publish.
  4. The customer sees the options under the latest message and picks one with a tap. Their choice arrives in Conversations as an inbound message, highlighted in blue.

Tips

  • On Facebook you can combine quick replies with buttons and images.
  • On Instagram, a single message can have buttons or quick replies, and quick replies only work with no attachments.
  • Anything the customer writes afterward shows up in Conversations, so you can carry on the conversation from there.

Common problems

  • People who comment don't get the DM → Make sure the workflow is published, Facebook or Instagram messaging is turned on in the card settings in Settings › Integrations, and the right post is selected in the trigger.
  • I can't add quick replies to an Instagram message → Remove any attachments and don't mix buttons and quick replies in the same message.
  • Quick reply text gets cut off → Each quick reply is limited to 20 characters. Shorten it.
  • The customer picked the wrong option → Once chosen, the option can't be changed. Reply to them directly in Conversations.

Frequently asked questions

Are quick replies always visible?

No. They only appear on the most recent message and work as a single choice.

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