Facebook & Instagram comment automation

Enhance your customer interactions on Facebook and Instagram with Stack’s comment automation feature. This tool helps you engage with your audience instantly, ensuring no lead slips through the cracks and every follow-up opportunity is seized.

What is this feature?

This feature is designed to boost sales and foster conversations with your customers on Facebook and Instagram. It allows you to:

• Engage with customers when they’re most interested.
• Ensure no leads are missed and follow-up opportunities are maximized.
• Respond instantly to comments, attracting potential customers more efficiently.

Pre-Requisites

To utilize this feature, ensure your Facebook account is integrated with Stack. You will also need to have the “User comments on a post” trigger available for both Facebook and Instagram.

Integrating Facebook and Instagram

To connect your accounts:

1. Navigate to Settings.
2. Go to Integrations.
3. Find the Facebook and Instagram section.
4. Connect your account.

New Triggers

When setting up a workflow, click on Add Trigger. The relevant triggers for comment automation are under the Facebook/Instagram events category. You can search for or scroll to find:

• Facebook: User comments on a post
• Instagram: User comments on a post

Steps to Set Up Triggers

1. Go to Triggers and select the one that suits your needs.

2. After selecting a trigger, a sidebar will open with various filters. Start by selecting the Page.

3. Choose the Post Type: either “Published” or “Custom”.

   • Published Post: Includes all types of posts on your business page.
   • Custom Post: Connects to a specific post using its URL or ID.

4. Define what you’re looking for in the comment using “Contains Phrase” or “Exact Match”.

   • Exact Match: Matches the comment exactly as specified.
   • Contains Phrase: Matches if the comment contains the specified phrase.

5. Optionally, toggle to track only first-level comments, triggering the workflow only for these.

Contact Saving

When a contact is triggered, their First Name and Last Name will be stored in your contact list.

New Actions

Three new actions are available in the Communications category:

Facebook Interactive Messenger & Instagram Interactive Messenger

1. Choose an action to open the sidebar and capture details.

2. Select the Reply Type: “Reply to DM” or “Reply to comment via DM”.

   • Reply to DM: Send a message based on a direct message from the customer.
   • Reply to comment via DM: Send a message based on a customer’s comment.

3. Configure the message, using templates or creating your own.

4. Attach files if needed by clicking Add attachment.

5. Add interactive buttons to your message:

   • Open website: Directs users to a URL.
   • Call Number: Allows users to call a specified number.
   • Perform Actions: Progresses the conversation with further actions.

6. Set the Button Name and configure the button type and details.

7. Define a Default Wait Time (1 minute by default, editable).

8. Set a Default Branch for actions if no reply is received.

Respond on Comment Action

• Reply to a customer’s comment with multiple options, randomly selected by the system.
• Optionally, like the comment by toggling the feature on.

Workflow and Message Examples

Visualize how your workflows and messages will appear on Facebook and Instagram to ensure clarity and effectiveness.

Important Points

• The “Page is” filter is crucial; deleting it removes all other filters.
• Up to 3 buttons can be added in the Interactive Messenger action.
• No actions can follow a “Call” button; the contact moves directly to the Default Branch.
• A default wait time of 1 minute is included, which can be adjusted.
• If no button is selected, the contact defaults to the “Timeout” branch.
• The “Reply to DM” action checks for recent conversations within 24 hours to send messages.
• For “Reply to comment via DM”, a 7-day window applies for sending replies, else delivery fails.