Facebook & Instagram Comment Automation

A small online clothing boutique uses the CRM to manage its social media presence. With the new Facebook and Instagram comment automation feature, the boutique can automatically respond to customer inquiries or feedback on its posts, ensuring prompt and personalized engagement without manual intervention.

Facebook & Instagram Comment Automation: The CRM now offers the capability to automatically trigger actions based on comments made on Facebook or Instagram posts, empowering businesses to engage with their audience seamlessly and efficiently.👇🏻

⭐️ Why does it matter to your business?

• Automated engagement: Businesses can set up triggers to respond to comments on their Facebook or Instagram posts, saving time and effort while ensuring timely interaction with their audience.

• Customizable responses: The system allows businesses to create personalized responses, including direct messages or comment replies, based on specific triggers, enhancing engagement and fostering stronger connections with customers.

• Flexible workflow automation: With the ability to add buttons and perform actions such as opening a website or calling a phone number based on interactions, you can create dynamic and interactive engagement experiences tailored to their audience's needs.

⭐️ Facebook & Instagram Comment Automation:

1. Access the “Automation” Tab from the left navigation menu then select “Workflows” and click on “+Create Workflow” button.

2. Click on Start from Scratch.

3. In the Workflow builder, click on “+Add New Trigger” and The triggers related to comment automation are present in the “Facebook/Instagram events” category. You can directly search for the trigger or scroll down to the category. Select the trigger according to your needs.

4. After clicking on the trigger, the sidebar will open. There are multiple filters present here. The first step is to select the Page.

5. After selecting the Page you have to select the Post Type. Post type can be “Published” or “Custom”.

a. Published Post ‘Published Posts’ tab includes all posts on your business page - it could be text, photo, video or live video types of posts.

b. Select the post.

6. You can also select the “View on Facebook” hyperlink to take you to the post.

Custom Post - ‘Custom’ tab allows you to find and connect the post by entering the Facebook post’s URL or ID. Select Custom in Post type, add the “Post is” filter and paste the URL of the post in the field against Post is field.

Click on “Add filters”

After selecting the post you have to enter what are you looking for in the comment. You can select from 2 options “Contains Phrase” and “Exact Match”.

You can also use the toggle to turn on tracking of only first level comments. If this is turned on only the first level of comments will trigger the workflow.

What are the new Actions?

There are 3 new actions in the “Communications” category.

Facebook Interactive Messenger

Instagram Interactive Messenger

Respond on Comment

To add these actions click on “+” Action and select the Required action form the actions list.

First thing to do here is to select the “Reply Type”. You have 2 options to select from, Reply to DM and Reply to comment via DM.

After selecting the reply type we have to configure the message that needs to be sent. You can select from pre existing templates or even write your own message.

You can also add buttons with your messages. Click on “Add Button” to add the buttons.

There are 3 types of buttons to select from -

a. Open website

b. Call Number

c. Perform Actions

The first thing to be added in a button is the Button Name. Next is the selection from the 3 button types and last is entering the phone number or URL for Call or Website button respectively.

Default Wait Time - This is a mandatory step. By default a wait time for 1 minute is added and it will be editable. After the given time has passed the contact will go to the “Default Branch”

Respond on comment action

With the help of this action you can comment on the comment entered by the customer. You can add multiple replies and the system will randomly select from these options and reply to comment. You also have a toggle button, switching the toggle button on will also like the comment.

Here is how the workflow will look.

Here is how the message will look on Facebook and Instagram.

This new feature empowers businesses to streamline social media engagement, automate responses, and create interactive experiences, ultimately enhancing customer relationships and driving business growth.