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Auto-DM: reply to a comment and message the customer privately

Set a rule on a Facebook or Instagram post: when someone comments, Rafiq replies publicly and sends them a private message you wrote.

Illustration: a comment turns into a private message delivered to a phone

Many shops ask customers to comment on a post to get the price or the details. Auto-DM does that step for you with a text you control.

An Auto-DM rule with keywords, a public reply and a private message

How a rule works

  • A rule belongs to one Facebook or Instagram post. Choose the post when you create the rule.
  • It triggers on any comment, or only on comments that contain one of your keywords. You can add up to 10 keywords.
  • You write two texts: a public reply under the comment (up to 500 characters, or leave it empty) and the private message the customer receives (up to 1,000 characters).
  • A rule can be paused and resumed at any time. A shop can have up to 50 rules.

Good to know

  • Auto-DM sends your fixed text. It is separate from Rafiq's AI replies to comments: a comment that matches no rule can still get a normal Rafiq reply if comment replies are switched on for that platform, and rules keep running when they are off.
  • Facebook and Instagram allow one private reply per comment, so the rule sends a single message. Once the customer answers it, the conversation continues in your inbox like any other.
  • The post of a rule cannot be changed afterwards. Create a new rule for another post.

Find it in the app under Settings, then More, then Auto-DM.