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Answer social comments without leaving the inbox

Comments left on your Instagram account and your Facebook pages land in the same inbox as your chats. You reply to them like any other conversation, and you can have the chatbot handle them for you.

This is for you if people ask real questions under your posts and those questions get lost. It also covers DM for Comments, which opens a private conversation with someone the first time they comment on an Instagram post.

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Step by step

Connect your accounts first

Comments only reach the inbox from an Instagram account and Facebook pages that are already connected to your Vera.Support account. If nothing is arriving, start with the Instagram and Messenger setup guide.

Reply from the inbox

A comment appears as a conversation. Open it and write your reply the same way you would answer a chat message, so your team works in one place rather than switching between apps.

Decide whether the chatbot answers comments

The chatbot works on comments out of the box, human takeover included. If you would rather keep comments for humans only, switch it off at Settings > Messenger > Disable chatbot for comments.

Turn on DM for Comments

This sends a direct message automatically to someone commenting for the first time on your Instagram posts, so the conversation moves somewhere private. Leave the Post ID field empty to cover all your posts, or enter a post ID to limit it to one.

Settings reference

Setting	What it does
DM for Comments	Sends an automatic direct message to people commenting for the first time on your Instagram posts.
Post ID	Limits DM for Comments to a single Instagram post; leave it empty and every post is covered.
Disable chatbot for comments	At Settings > Messenger > Disable chatbot for comments, stops the chatbot replying to comments while leaving it active everywhere else.

Good to know

Rich messages are limited here

Rich messages do work in comments, but images, videos, chips, buttons and select options do not. Keep comment replies to text and save the interactive parts for the direct message.

The reply you see is a preview

The real comment renders after you send it. Do not worry if the formatting in the panel is not identical to what appears under the post.

DM for Comments fires once per person

It sends to people commenting for the first time. Someone who has already commented and received the message will not get it again on their next comment.

Human takeover applies to comments too

If the chatbot cannot understand a comment, or the person asks for a human, takeover works exactly as it does in chat. Your team picks the conversation up in the inbox.

Common questions

Can the chatbot answer my Instagram and Facebook comments?

Yes. It works on comments by default, and human takeover works there as well. To keep comments for your team only, use Settings > Messenger > Disable chatbot for comments.

How do I send an automatic DM to everyone who comments?

Turn on DM for Comments and leave the Post ID field empty. People commenting for the first time on any of your Instagram posts then receive a direct message.

Can I run the automatic DM on one campaign post only?

Yes. Put that post's ID in the Post ID field and DM for Comments applies to that post rather than all of them.

Why do my buttons not show under a post?

Comments support rich messages, but not images, videos, chips, buttons or select options. Send those in the direct message instead.

Where do comments show up?

In your inbox, alongside your chats. Each one behaves like a normal conversation, so you reply, assign and archive it in the usual way.

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