Skip to main content
This guide builds on a channel you have already connected. If Messenger is not connected yet, start with the Messenger guide.
Someone comments INFO under your post. Your assistant sends them a private message with the answer, and the conversation continues in your Inbox like any other chat. This is the fastest way to turn a post that performs well into real conversations. You publish as usual, invite people to comment a word, and every person who does gets a personal answer within seconds, without anyone watching the comments.

​
Where It Works

Instagram uses a separate Meta permission for reading comments, and Meta is reviewing it. The setting appears on the Instagram channel once that review is approved. Everything else on this page works the same way on both.

​
Before You Start

  1. A connected channel. The Page (or account) must already be answering direct messages. See the Messenger guide.
  2. A post to use it on. Any post on the connected Page. The feature reads comments across the whole Page, so you do not select posts one by one.
  3. A word to ask for. Pick one short word people would not type by chance, like INFO, GUIDE or PRICE.

​
Turn It On

  1. Open your assistant’s Channels tab.
  2. Click the settings icon on the connected channel.
  3. Set Reply to comments to Comments with keywords.
  4. Add your words under Keywords. Press Enter after each one.
  5. Save.
Every comment is also available. It answers everyone who comments, keyword or not. Read the next section before you pick it.
Facebook Messenger channel settings with Reply to comments set to Comments with keywords and the keywords INFO and GUIDE added
The setting is off by default, and it stays off until you pick the keywords. Capital letters and accents do not matter: GUIA, guía and Guia all match the same keyword.
Say the word out loud in the video and put it in the caption: “Comment GUIDE and I will send it to you.” People who type it are telling you they want the answer, and that is exactly the conversation your assistant is good at.

​
Keywords or Every Comment

The Reply to comments options: No, Every comment, and Comments with keywords, each with a short hint
Keywords are the safe default. Answering every single comment is the fastest way to get an account restricted: Meta watches for accounts that message everyone who comments, and a post that takes off turns that into hundreds of unwanted messages in minutes. People writing “nice one” or tagging a friend do not want a private message, and enough of them reporting it puts the account at risk. Keywords keep the volume matched to real intent, so only the people who asked get an answer. Use Every comment on posts where every comment is a real question, such as a product launch or a giveaway with a small audience, and switch back to keywords if a post starts to take off.

​
What Happens Next

When someone comments a keyword, your assistant sends them one private message. That message is the whole conversation until they answer. The first message is a single text message. It cannot carry files, buttons or option lists, because the platform allows exactly one message before the person replies. Your assistant knows this and writes accordingly: it does the work first, then answers in one message, and invites the person to reply if it needs anything else. Once they answer, everything is available again: files, buttons, follow-ups, and your team taking over from the Inbox.
One reply per comment, within 7 days. If the same person comments a second time on another post, that is a new comment and gets its own reply. If someone comments but never answers, no further message can be sent to them until they do.

​
When Someone Already Has a Chat

If the person messaged you in the last 24 hours, the conversation is already open. In that case your assistant answers the comment as a normal message in the existing chat, with everything available: files, buttons, several messages if it needs them. It also stays in the same conversation. A comment never starts a second chat with someone you are already talking to.

​
What the Assistant Knows

The comment reaches your assistant as part of the conversation, quoted, so it can answer the actual question rather than send a canned reply. Your Instructions, Knowledge and Actions all apply exactly as they do in a normal chat. Nothing extra to configure: if your assistant can answer the question in a DM, it can answer it from a comment.

​
Best Practices

INFO, GUIDE, PRICE and START work well. Avoid thanks, nice, wow, love or your brand name: those show up in normal comments and turn every conversation into an unwanted message.
In the video, the caption and the on-screen text. People follow a clear instruction, and the comments you get are from people who actually want the answer.
Comment replies here are private. If you also reply publicly under the comment, vary the wording. Identical public replies repeated dozens of times is the pattern platforms look for.

​
Troubleshooting

Work through these in order:
  1. Your own comments are ignored. A comment from the connected Page or account never starts a conversation. Test from a different profile.
  2. Check the word. The comment must contain one of the keywords you saved. Extra words around it are fine.
  3. Re-save the channel. Channels connected before this feature shipped need one save to start receiving comments. Open the channel settings and click Save, with no other change.
  4. Check the assistant is on for that conversation. If a team member took the conversation over, or AI replies are off, the comment still arrives in the Inbox but no automatic answer is sent.
That is the AI switch. When AI replies are off for a conversation, or a team member has taken it over, the comment is recorded and left for a person to answer. Anyone on the team can reply from the Inbox, and that reply goes out as the private message.
Meta only notifies us about comments that still exist when the notification is sent. A comment deleted a few seconds after it was posted may never reach us at all. Nothing is wrong on your side.
That is the platform rule, not a failure. Until the person answers your first message, nothing else can be sent to them. This is also why your assistant invites a reply instead of promising a follow-up.
Switch Reply to comments to Comments with keywords and add a word. Messaging everyone who comments is the behavior that gets accounts restricted, and a single post that performs well can turn it into hundreds of unwanted messages. Ask for the word in the post instead.

​
Next Steps

Messenger

Connect a Facebook Page if you have not yet

Inbox

See where the comment and the conversation land

Knowledge

Give the assistant the answers people ask for in comments

Tracking

See which posts bring conversations in