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How to Use the Reply Workflow

This guide helps you set up the Reply Workflow to automate replies to public comments, private messages, and public-to-private interactions.

Updated over 7 months ago

📌 The Reply Workflow is an add-on feature. Contact your CSM to activate it.

Setting Up a Reply Workflow

Follow these steps to configure your Reply Workflow:

1. Select Platform and Assets

  • Go to Workflows > New Workflow.

  • Choose platforms (Facebook, Instagram) and specific assets or asset groups.

💡 Tip: Create separate workflows for each platform — different character limits and interaction styles apply

2. Select Message Type

Decide what you want to automate:

  • Public comments

  • Ad comments

  • Private messages

3. Set Automation Triggers

Define what triggers the workflow:

  • Keywords: Use /ONLY for exact matches.

  • Sentiment: Positive, neutral, negative, or all.

  • Language: Filter by language.

  • Tags: Refine with existing tags.

📌 Tip: Always add exclusions for negative words/emojis to avoid poor matches.

4. Add Additional Filters (Optional)

Enhance precision:

  • Post Types (organic vs ads)

  • Post ID or URL targeting

  • Caption keywords

  • Specific campaign/ad targeting

5. Create and Customize Responses

Choose how you want to respond:

  • Public Reply: Directly reply on the comment thread.

  • Private Reply: Shift from public to DM (works on Facebook and Instagram).

✅ Important:
Create at least 20 reply variations to avoid looking spammy.
Use the AI variation generator to speed this up.

6. Preview the Workflow

Review matches against past comments/messages.
Fine-tune before launch to ensure high relevance.

7. Activate the Workflow

Once satisfied, activate — the workflow will now engage new comments/messages matching your setup.

Using Boolean Operators Correctly

Boolean operators refine workflows for precise, high-quality responses. Here’s how to use them strategically:

Exact Matches with /ONLY

Use /ONLY with quotation marks for exact match automation:

Example /ONLY "more info"

✅ Sends replies only when the comment says exactly "more info."

🚫 Without /ONLY, you risk replying to unintended variations like "I don't want any more info."

Excluding False Positives with /NOT

Pair /NOT with quotation marks to exclude unwanted matches:

Example "info" /NOT "no"

✅ Replies only to comments mentioning "info" without negative context.

Avoiding Unexpected Responses

  • Avoid Generic Keywords:
    Broad terms like "help" can misfire. Instead, combine them with specifics:
    ​/ONLY "can you help me with my order"

  • Exclude Negative Keywords:
    Example:
    ​"product details" /NOT "hate"

  • Use Sentiment Filters:
    Narrow replies further by setting sentiment triggers (positive/neutral).

  • Test Before Launching:
    Always preview matched comments to ensure the workflow behaves as intended.

What Should You Automate?

Use Reply Workflows to automate predictable, high-volume conversations

1. No-Brainer Comments

Automate repetitive, straightforward asks.

Example: Comments like "I want more info" can trigger instant replies.

2. Public-to-Private Workflows

Send users a private message when they comment a keyword publicly.

  • Especially useful for Instagram campaigns ("Comment ‘INFO’ to get a DM!")

  • Use post ID/URL filters to target specific posts or ads.

3. DM Workflows

Automate private message replies — while clearly informing users they're interacting with a bot.

Example for collaboration inquiries: "Hey! You're chatting with [brand]'s bot. If you're looking to collaborate, reach out to [email protected]!"

Examples of Conversations to Automate

DM Workflows

💬 Collaboration Requests

  • Keywords: "collaborate" OR "partnership" OR "collaboration"

  • Sample Response: ​"Hey! You're chatting with our bot. Interested in collaborating? Reach out to [email protected]!"

💬 Shipping Information

  • Keywords: "shipping" OR "deliver" /NOT "hate" "dislike" "terrible"

  • Sample Response: ​"Here's where we ship! [Link]"

💬 Order Status Updates

  • Keywords: "order status" OR "track my order" /NOT "wrong order" "missing"

  • Sample Response: ​"Track your order here: [Link]"

💬 Refund Requests

  • Keywords: "refund" OR "return policy" /NOT "refuse refund" "no returns"

  • Sample Response: ​"Learn about our return options here: [Link]"

💬 Customer Support Requests

  • Keywords: "support" OR "help with" /NOT "not helpful" "bad support"

  • Sample Response: ​"Here's how to contact our support team: [Link]"

Public Comment Workflows

💬 General Information Requests

  • Keywords: /ONLY "info" OR /ONLY "more info"

💬 Product Pricing Inquiries

  • Keywords: /ONLY "price" OR /ONLY "cost" OR /ONLY "how much"

💬 Common FAQs

  • Keywords: /ONLY "how can I buy it?" OR /ONLY "how to buy

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