How to Use the Reply Workflow

Follow these steps to configure your Reply Workflow:

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

Decide what you want to automate:

Define what triggers the workflow:

If your CTA is clear (example: Comment “INFO” to receive a DM), use that CTA keyword as the trigger. Prefer phrase match to catch emojis and extra text, then add exclusions to avoid false positives. For launches, giveaways, and teaser series, add Post ID/URL targeting as a secondary filter so the workflow only fires on the intended posts.

Note: Avoid delays with keyword-only logic
If you need the fastest possible delivery, keep triggers and exclusions keyword-based. Adding non-keyword logic can introduce a short processing delay (around a few minutes) before the reply is drafted or sent.

📌 Tip: Always add exclusions for negative words/emojis to avoid poor matches. See Using Boolean Operators Correctly for formatting examples.

Enhance precision:

Choose how you want to respond:

Note: Platform-level automation limits
Not every platform supports auto-sending replies. On TikTok, Reply Workflows can auto-send public comment replies, but DM replies can be set to Pending Approval. On YouTube, private replies (DMs) are not available, and public replies must be set to Pending Approval.

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

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

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

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

Use /ONLY with quotation marks for exact match automation.
📌 Note: /ONLY is case-sensitive. “INFO” and “info” are treated as different matches.

Example (single exact match):
​/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."

​Example (matching capitalization variants):
​/ONLY "keyword" /OR "Keyword" /OR "KEYWORD"

✅ Covers common ways users type the same keyword, without widening the match beyond that keyword.

Pair /NOT with quotation marks to exclude unwanted matches:

Example "info" /NOT "no"

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

Use Reply Workflows to automate predictable, high-volume conversations

Automate repetitive, straightforward asks.

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

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

Public-to-private is supported on Facebook and Instagram. On TikTok, Reply Workflows can reply publicly to comments, but cannot send a DM from a comment trigger. TikTok public-to-private capabilities are region-limited and not currently relevant for US coverage.

🚨 Alert: TikTok limitation
​Public-to-private is supported on Facebook and Instagram only. On TikTok, Reply Workflows can reply publicly to comments, but cannot send a DM from a comment trigger.

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]!"

Note: Track these interactions with a Tag Workflow
If you want reporting or a clean folder view for these replies, set up a Tag Workflow using the same filters as the Reply Workflow (keyword trigger + Post ID/URL targeting). This gives you a reliable way to tag and track volume and outcomes, even before you expand deeper automation.

📌 Note: Prevent DM spam with per-user limits

For DM Workflows (Private messages), you can define a maximum number of automated DMs per user either within a single workflow or across all workflows. Use this when users are likely to trigger automations repeatedly (like for giveaways, teaser campaigns, etc.).
​

Example: set a cap of 1 DM per user every 5 days across all workflows.

This limit currently applies to Private message workflows only. It is not available for Public-to-Private workflows.

💬 Order Status Updates

💬 Refund Requests

💬 Customer Support Requests

💬 General Information Requests

💬 Product Pricing Inquiries

💬 Common FAQs