Automating replies to comments - Pacten Guides
Marketing → Automations is where you decide what happens without you. A rule watches one channel’s comments for words you choose and answers for you. The page has three views: Rules, What went out and Notifications.
1
Connect a channel first
A rule watches one account’s comments. With no channel connected the page says so.
2
Start a rule
Press New rule and choose the kind. Two are ready: Comment → DM and Comment → public reply. Four more are shown as coming and cannot be made yet.
3
Say where and when
Name it, pick the account under On comments to, and pick every post or one post. Under When a comment says type the words with commas between them. A word matches whole words only, so price answers “price?” but never “pricing”.
4
Write the answer
Under Then choose Send them a DM or Reply under the comment. Write the message. You can insert a link and the person’s username. How it arrives shows a preview.
5
Save, then turn it on
Press Save trigger. A new rule saves switched off. Turn it on when you want it live.
About the private message
Only Instagram allows a private message from a comment. Other channels can reply under the comment. Each comment gets one message, within seven days of it. It arrives in the person’s message requests, not their inbox. If they only accept messages from people they follow, it is dropped without anyone being told. A quiet result does not always mean the rule failed.
Answer in public too
On a private message rule you can add And answer the comment. It posts a short public reply under their comment, so others know to ask too.
KEEPING TRACK
See what went out
And stop a rule when you need to.
What went out is the record of every message a rule sent, including ones that did not send. Notifications holds what Pacten tells you about new comments. Your plan limits how many rules can be live per channel. The page says the number, and marks a channel plan limit reached. Deleting a rule keeps what it already sent in the record.
Frequently asked questions
- How do I send a DM when someone comments a word?
- Open Marketing then Automations, press New rule and choose Comment to DM. Name it, pick the account and post, type the keywords, write the message, save, and turn it on.
- Can I automate replies on TikTok or LinkedIn?
- You can answer under the comment on any connected channel with Comment to public reply. A private message from a comment is Instagram only.
- Why did nobody get my DM?
- It arrives in the person's message requests, and if they only accept messages from people they follow it is dropped without anyone being told. Check What went out to see what was sent.
- Why is my new rule not doing anything?
- New rules save switched off. Turn it on from its row in Rules.
- Does it match "pricing" if my keyword is "price"?
- No. It matches whole words only.