A comment is a conversation. Treat it like one.
Every comment on your Instagram posts, reels and ads lands in the inbox as a thread. Reply publicly or in a private DM, hide the spam, assign the thread, and let a bot journey open a ticket when a comment is really a complaint.
Meta Technology Partner ✦ One thread per post ✦ Tickets from comments
Thread
Tickets
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The complaint files its own ticket
Assign a bot journey to the Instagram channel and it runs on comment threads too. Kaylee classifies the comment, a Create Ticket step files a categorised ticket from the channel's ticket workflow against the thread, and a private reply tells the guest someone is on it. The agent who picks up the thread sees the whole exchange.
- Twenty-five step types, including Create Ticket, Agent Transfer and conditions, on any channel.
- Kaylee with chat actions can file, update and read tickets under the rules you write.
- Everything attributed. A ticket filed by a bot shows the bot as its author and fires the same webhooks.
Public, private, hidden: every comment handled
Reply where the audience is
A public reply posts under the comment on Instagram, threaded one level deep and mentioning the right person. Up to 2,200 characters, text only.
Take it private in one DM
One private reply per comment, within seven days, lands in the commenter's normal Instagram chat with a card quoting the comment and a link back to the post.
Hide the noise, keep the record
Hide a comment from everyone on Instagram while it stays in the thread, or delete it after a confirmation with a struck-through copy kept for the record.
Lead forms become leads, in minutes, with attribution
Connect the Facebook Page your lead ads run from and every form submission, on Facebook or Instagram, becomes a lead in the Track you choose. Name, phone and email land on the contact so an existing WhatsApp customer is recognised, custom questions become fields named after the question, and campaign, ad set, ad, form and platform travel with the lead into assignment rules, scoring and reports.
- Nothing lost silently. Submissions for a switched-off form wait and arrive when you switch it on; anything that cannot land is listed under Needs attention with a one-click fix.
- Worked like any lead. Lead Tracks assign it, the dialer calls it, a Lead created automation alerts the team.
Lead · Reservations track
Ready to answer every comment, not just the easy ones?
Switch on comments for your Instagram account and watch the next thread arrive in the inbox.
Questions, answered
Switch on Comments in inbox for the account under Connections. From then on every comment on that account's posts, reels and ads lands as one thread per post, with the post pinned at the top. Comments arrive within seconds and the thread updates live when a comment is replied to, hidden or deleted.
Reply publicly under it on Instagram, reply privately as one DM within seven days of the comment, hide or unhide it, or delete it. The thread itself takes assignments, workflows, labels, notes and tickets like any chat, and a new comment reopens a resolved thread.
Yes. A bot journey assigned to the channel can classify the message and run its Create Ticket step, which files a categorised ticket from the channel's ticket workflow against the running conversation. Kaylee, the AI agent, can do the same when chat actions are switched on, under the rules you write.
Connect the Facebook Page and each form submission becomes a lead in the Track you choose, assigned by the Track's rules with its SLA clock running. Name, phone and email land on the contact, custom questions become fields, and campaign, ad set, ad, form and platform attribution travel with the lead.