"price please", "pp", "share details" - if you are a brand having a large following or running ads on social media platforms such as Instagram or Facebook, you are well aware of comments like these.
Your followers and prospective customers often leave such a comment to show their interest in the product. And they expect that you will share the details to the product via DM.
Most brands we work with told us that the sooner they DM'd the customer after a comment, the higher the chances of a conversion. However, if you get 100s of such comments in a single day, it can get hard to keep up.
DelightChat has built a feature to tackle this exact problem.
We have created a video guide that you can watch in just 2 minutes.
If you prefer, you can also read the text + images guide below.
IG/FB Comment to DM Automation
We already had an Automation Rules feature where you could reply to an IG/FB comment via DM automatically. We have now extended this feature such that you can specify the exact post URL.
Which means, you can set a very specific reply/DM that should be sent based on the post on which your customer has commented. You can find these settings in Settings > Automation Rules.
The conditions that you need to select are:
WHEN
- Select the FB/IG comments channel only
- Select both options "new ticket created" and "new message in a ticket"
IF
"All" of the below conditions match.
- Select Message Body > Contains any of > "price please", "pp" and any other phrases
- Select URL of post (under Facebook / Instagram post) > Contains any of > URL
THEN
- Auto-reply (IG/FB Comment to DM)
How to differentiate between comments & DMs channel?
In this automation for Comment to DM, under WHEN you must select the comments channel.
Here is how you can identify a comments channel. Pick this option for this automation.
Here is how you can identify a DM channel. Do not pick this option for this automation.
How to find the URL of the Facebook / Instagram post?
You can go to your FB/IG page and find the specific post for which you want to setup this rule. Alternatively, you can find the link to the FB/IG post from within DelightChat.
Once you open the post, look for the unique URL parameter that helps DelightChat identify that post.
For Instagram, it's the text you see after instagram/p/URLparameter
For Facebook, it's the text you see at the end of the URL.
Enter the URL parameter you found from above in DelightChat's automation rules setup.
Finally, configure the reply that you want to send for that comment via DM.
This is the sample message from the screenshot:
Hi, thank you for your inquiry. Please find the details of the product below:
Product Name XYZ
Price ₹1000.00
Link: delightchat.io
Let us know if you need any more details!
--
In the same rule, you can also include an auto-reply to just the comment on the post.
Just select THEN > Auto reply and type the message.
And that's it!
Final note: Create a separate automation rule for each post where the auto-DM has to be different. This is because the reply contains information specific to the product mentioned in the post. And that's why separate rules are required.
