> For the complete documentation index, see [llms.txt](https://docs.omnichat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.omnichat.ai/en/features/marketing/facebook-instagram-comment-reply-2.0.md).

# Facebook/Instagram Comment Reply 2.0

Omnichat supports automating public comment and private message replies on Facebook and Instagram, helping you create engaging auto-reply campaigns that boost ad performance.

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{% hint style="warning" %}
Please note that you should log in to your Facebook fan page as an **administrator** to use this "Facebook Comment Reply" feature.
{% endhint %}

Below, we'll begin with an introduction to the [Overview Page](#overview-page) of Facebook/Instagram Comment Reply 2.0, then provide a [step-by-step setup guide](#how-to-set-up-facebook-instagram-comment-reply-campaign) to help you get familiar with the new version.

## Overview Page

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1. **Search Bar**: Search for a campaign by name.
2. **New Campaign**: See the [section](#how-to-set-up-facebook-instagram-comment-reply-campaign) below for detailed setup instructions.
3. **Campaign Period**: This section is the set period for a campaign on your FB/IG channels.
4. **Message Reply:** The number of comment replies triggered.
5. **Private Message Reply:** The number of private message replies triggered.
6. **Creation Time:** The date and time the campaign was created.
7. **Status:** Shows the current state of the campaign.
   * **Draft**: You can freely edit the campaign while it's in draft. Once it's published, the campaign can no longer be edited.
   * **In Progress**: The campaign is live and running.
   * **Paused**: The campaign has been paused manually and won't trigger, even if the customer's replies meet the conditions.
8. **Action:** You can choose to edit or pause the campaign.

## **How to set up** Facebook / Instagram Comment Reply Campaign

### Preparation Step – Create a New Campaign

Click the "+ New Campaign" button in the upper right corner of the page to open the New Campaign setup page.

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FtJ8CykNgYMToaXW5ggMs%2Fcreate%20new%20campaign.png?alt=media&amp;token=7ff8ebfb-dde0-4f25-8b15-39f36606e05e" alt=""><figcaption></figcaption></figure>

To complete the setup, you'll need to go through two steps, namely:

* [General Settings](#step-1-set-up-general-settings) and
* [Reply Settings](#step-2-set-up-reply-settings).

### Step 1 – Set Up General Settings

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1. **Campaign Name:** Fill in your campaign's name in this field.
2. **Social Channel:** Choose the social media platform you would want to use for this campaign.
3. **Select Content:** You will have to select the content that you would like to set the campaign for. Please be reminded that scheduled posts are not supported.
   * **Select a post from the list:**
     * For Facebook, only the latest 50 published posts will be displayed.
     * For Instagram, only the latest 25 published posts will be displayed.
     * You can click the arrow button on the right to quickly open the post in a new tab for easy reference.
   * **Manually enter the post ID:**

     * For Facebook, you can manually enter the post ID. Reels (short videos) are now supported as well.❗<mark style="color:$danger;">Please do not copy the post ID directly from the URL</mark>.
     * The correct input format is **“Facebook Page ID\_Post ID.”** Exampl&#x65;**:**

       * Facebook Page ID: **1905757959685752**
       * Post ID: **1172929924945553** (please refer to [this article](/en/features/marketing/facebook-instagram-comment-reply-2.0/how-to-get-facebook-post-id.md) for instructions on how to find the Post ID)

       The manually entered Post ID should be:\
       **1905757959685752\_1172929924945553**

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     * For Instagram, this feature supports not only posts, but also Instagram Live videos, stories, and ads.
   * **All Posts:**
     * If you select "All Posts", the system will use the same auto-reply for every post.
     * If you have both "All Posts" and "Single Post" campaigns, the auto-reply for the "Single Post" will be triggered first.
     * If there are multiple "All Posts" campaigns, the system will trigger the one that was created most recently.
4. **Campaign Period:**
   * The campaign will automatically stop once the time period you set ends.
   * If you want the campaign to keep running without an end date, choose "Enable Permanently".
   * For Instagram Live videos, you can only set a schedule. Any live video that happens during that time will trigger an auto-reply.

### Step 2 – Set Up Reply Settings

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1. **Customer Comment:** Set the trigger conditions for auto-replies.

   <div align="left"><figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2F4fz3dxuG5RJY3hfAshCK%2Fconditions.png?alt=media&amp;token=ae550507-5475-4bc5-ba97-49a6f3c7a6db" alt="" width="563"><figcaption></figcaption></figure></div>

{% hint style="info" %}

* **Any content:** No keyword is needed. Any comment under the post, including text, emojis, images, or stickers will trigger the auto-reply.
  * For example, customer comments:

    * "Yummy!"
    * 😀
    * A photo of food

    ✅ Auto-reply is triggered.
* **Contains Any:** When multiple keywords are set, the auto-reply will be triggered if the comment contains any keyword.
  * For example, keywords set: `apple`, `orange`. Customer comments:
    * "I want an apple." → ✅ Triggered
    * "Can I get an orange?" → ✅ Triggered
    * "I'm hungry for apple and orange." → ✅ Triggered
    * "I love bananas." → ❌ Not triggered
* **Contains All:** When multiple keywords are set, the auto-reply will be triggered if the comment contains all keywords.
  * For example, keywords set: `apple`, `orange`. Customer comments:
    * "I love apple and orange!" → ✅ Triggered
    * "Orange and apple are my favorites." → ✅ Triggered
    * "Just an apple, please." → ❌ Not triggered
    * "Only want an orange." → ❌ Not triggered
* **Is exactly the same as:** The comment must be exactly the same as the keyword set. To avoid confusion, it's best to set just one keyword or sentence. If you enter more than one keyword, only the first one will work, the others will be ignored.
  * Keyword set: `Apples and oranges are delicious.` Customer comments:
    * "Apples and oranges are delicious." → ✅ Triggered
    * "Apples and oranges are delicious!" → ❌ Not triggered
    * "I think apples and oranges are delicious." → ❌ Not triggered
    * "Oranges and apples are delicious." → ❌ Not triggered
      {% endhint %}

2. **Number of tagged friends:**
   * **No tagging required:** Select this option if customers are not required to tag any friends.
   * **Minimum number of people:** Auto-reply will be triggered when a customer tags at least the specified number of friends.
   * Instagram currently does not support tagging friends.
3. **Action:** You can choose between "Reply in Comments" or "Private Message Reply".
   * Select at least one reply type and add at least one reply message.
   * For Instagram live, story, or "All Content" campaigns, only "Private Message Reply" is supported.
   * For instructions on setting up replies for "Reply in Comments" and "Private Message Reply", please refer to [this section](#action-reply-in-comments-and-private-message-reply).
4. **Add Reply:** You can create multiple reply messages under the same condition.
   * When multiple replies are set under the same condition, the system will randomly send one of them.
   * We highly recommend creating a variety of reply messages to lower the chances of being blocked or marked as spam by Meta.
5. **Add Condition:** At least one condition is required, and you can add more if needed.

{% hint style="warning" %}
**Keyword Matching Rules**

When setting up keywords, please note that the system treats the following as different characters:

* Uppercase and lowercase letters.
* Full-width and half-width characters.

**Example 1:**

These are all considered different keywords:

* `ABC` (uppercase, half-width)
* `ＡＢＣ` (full-width)
* `abc` (lowercase, half-width)

**Example 2:**

If your keyword is set as `abc` (lowercase, half-width):

* Customer comment: `abc` → ✅ Auto-reply is triggered
* Customer comment: `Abc`, `ABC`, `aBC`, or `ａｂｃ` → ❌ Auto-reply is not triggered

To make sure the keyword works as expected, double-check its exact format when setting it up.
{% endhint %}

### **Action -** "Reply in Comments" & "Private Message Reply"

#### Reply in Comments

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1. Click the "Reply in Comments" tab to start editing your reply content.
2. Click "Add Reply" to create a reply message. You can add more replies by clicking the same button again.
3. You can include text and images in your reply. Emojis and variables are also supported.
4. Click the trash icon to remove a reply.

#### Private Message Reply

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1. Click the "Private Message Reply" tab to start editing your reply content.
2. Click "Add Reply" to create a reply message. You can add more replies by clicking the same button again.
3. You can choose to reply with text or use a chatbot.\
   (Note: Due to Facebook's restrictions, you can only reply with modules containing a single card. We highly recommend using a card with buttons, as this can effectively boost user interaction with your Fan Page.)
4. If you select "Text", emojis and variables are supported.
5. If you select "Chatbot", a preview of the message will appear on the left.
6. Click the trash icon to remove a reply.

### Step 3 - Save & Publish

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Once all settings are complete, click "Save" or "Publish" button in the top right corner.

* **Save:** Saves your current settings and keeps the campaign in draft status. You can continue editing it anytime.
* **Publish:** Activates the campaign immediately. After publishing, you won't be able to edit it. You can only pause the campaign if changes are needed.