Sales & CRM · Instagram comments

Every comment answered. Every buyer found.

Comments on your Instagram posts and reels land in one queue. Your rules answer the price questions, send details by DM, hide the spam and hand complaints to a person, before the next visitor reads them.

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Every comment on your posts and reelsReply in public, or privately in DMsSpam hidden, complaints to a person
Customer smiling as she reads the reply to her commentANSWERED IN 1 MIN
New commentsbarakaminimartwanjiru.k Bei ya 10L ni ngapi?Price sent by DMbrian_otieno Do you deliver to Roysambu?Answeredmercy.atieno I was charged twice for my order last week and nobody has called me back.To customer carecheap.phones.ke Follow us for iPhones at half price 🔥 link in bioHidden
“Bei ya 10L?” · price list sent by DMDelivery question · answered under the postSpam link · hiddenComplaint · assigned to Njeri“Best shop in Kasarani” · thankedDM opened in the Team InboxAI reply suggested · sent after a check

Running customer conversations for WhatsApp-first businesses

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Why comments slip through

Your comments section is a shop window.

Buyers ask there, unhappy customers vent there, and spammers post there, in front of everyone who visits your page.

An Instagram post with customers asking about new plans in the comments
PROBLEM 01Buyers ask in the comments“Any new plans?” “How much?” Ready customers ask under your post, and scroll away when nobody answers.
NAUTIXPrice and product questions get an answer in the thread, and the details by DM.
An unhappy customer’s comment left unanswered under a boutique’s post
PROBLEM 02Complaints sit in publicAn angry comment left for a day tells every visitor to your page what to expect.
NAUTIXComplaints go straight to a person, with the post and the comment beside the reply box.
A reel with more than a thousand comments waiting
PROBLEM 03Nobody can watch them allA busy reel gets hundreds of comments. Someone checks between other jobs, and most are never seen.
NAUTIXEvery comment lands in one queue, with an owner and a status.
One post, five comments

Each comment handled the way you decided.

Pick a comment to see the rule it matched, what was said under the post, what went by DM and where it sits in your queue.

BMbarakaminimartKasarani, Nairobi
Shop owner smiling behind the counter of her minimart
312 likesbarakaminimart This week’s offers are in! 5L cooking oil KES 1,250, and free delivery around Kasarani on orders over KES 2,000.
RuleComment text contains “bei”, “price” or “how much”
  • Reply publicly
  • Reply privately with the price list
Public reply · under the postBMbarakaminimart Hi Wanjiru! We’ve sent you the prices by DM 📩
Private reply · opened in the Team InboxHabari Wanjiru, 10L cooking oil is KES 2,350 this week. Would you like it delivered?
Status · ResolvedHandled by · Rule
Rules you write

When a comment arrives, your rules go first.

Match words in the comment, the commenter’s username or the post’s caption. Then reply, DM, hide, assign, tag, or let ACT answer. Comments no rule catches wait in the queue for your team.

  • IfText contains “price”, “bei” or “how much”ThenReply publicly, then send the price list by DM
  • IfText contains “deliver” or “location”ThenLet ACT reply from your delivery policy
  • IfText contains “refund”, “charged” or “scam”ThenAssign to customer care and tag “complaint”
  • IfText contains “link in bio” or “follow us”ThenHide the comment
  • IfPost caption contains “giveaway”ThenTag “giveaway” and reply with the rules
  • IfUsername contains “vip”ThenAssign to the account manager
Comment queueThis week
4Needs reply3Assigned1Escalated6Hidden48Resolved
  • mercy.atieno I was charged twice for my order…EscalatedNjeri
  • otieno_g Is the 5L offer on until Sunday?Needs replyUnassigned
  • kamau_j Best shop in Kasarani ❤️ResolvedAkinyi
ReplyReply privatelySuggest replyHideAssign
What your team can do

Every comment, one place to act.

See the Team InboxSee the Sell module
Reply in the threadAnswer where everyone can see it, so the next person with the same question has their answer.
Reply privatelySend a DM to the commenter. It opens as a conversation in the Team Inbox, linked to the comment.
Hide or deleteHide spam and abuse from your page, and unhide if you change your mind.
Assign and tagGive a comment an owner and a tag, and move it through Needs reply, Escalated and Resolved.
AI replyLet ACT answer from your knowledge, or ask it for a suggestion your team checks before sending.
See the postEach comment opens with the post it came from, so replies make sense in context.
FAQ

Comment questions.

What teams ask before they hand their comments section to rules and ACT.

ACTStill have a question?

Ask ACT, running on this site, or bring one of your busiest posts to a 20-minute Workflow Review.

Book a Workflow Review

Comments on the posts and reels of your Instagram business account. Comments on paid ads aren’t covered yet.

Yes. Reply privately sends the commenter a DM, which opens as a conversation in your Team Inbox, linked back to the comment. A rule can do it automatically, for example when someone asks for a price.

Only where your rules say so. You can let ACT reply to comments that match a rule, or have it suggest a reply that someone on your team checks and sends.

A rule can hide comments that match words you choose, like “link in bio”. Hidden comments stay in your queue, so you can unhide one if a rule got it wrong.

Every comment thread has an owner and a status: Needs reply, Assigned, Escalated, Hidden or Resolved. Filter the queue to see what’s left.

Start with one workflow

Stop losing buyers in your comments.

Show us a post that gets a lot of comments. We’ll connect your Instagram, write the first rules with you and show you how each comment would be handled.

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ACT · completed actions0 of 4 done
“Bei ya 10L ni ngapi?”ACT is on it
“Do you deliver to Roysambu?”
“I was charged twice…”
“Follow us for cheap iPhones 🔥”