Skip to content

Platform / Social Automation

Give social interest a useful next step.

Continue the conversation after an Instagram comment or message. Share the relevant resource, ask for the details you need and give your team the context to follow up.

Start free trial Explore the example
Social AutomationIllustrative example · Sample data
ChannelInstagram · Connected account
TriggerA matching comment or message
ConversationShare the requested guide
Lead detailsCollect the information for follow-up
Next stepReview the customer record

Plan the conversation behind the post.

Connect an eligible Instagram account, choose a trigger and build the response around what the person asked for.

  1. Choose the account and trigger

    Select the connected account and an available comment or message event. Set the matching conditions for the intended post or conversation.

  2. Write the next useful exchange

    Prepare the response, resource link or questions. Keep the conversation relevant to what the person requested.

  3. Decide where the work continues

    Choose the lead details to collect or the next follow-up step. Make it clear when the team should take over.

  4. Test before activation

    Try a sample request through your configured flow. Check the trigger, reply and resulting record before using it for customer inquiries.

Connect the response to the reason someone contacted you.

A comment asking for a guide needs a different response from a message about an appointment. Build the flow around that original intent. The useful starting point is the resource, answer or next question the person expects after interacting with the post.

For a resource request, share the link and explain what it contains. For a service inquiry, ask for the details needed to continue. For a booking question, use the relevant booking destination and explain the appointment. Each exchange should move the person closer to the answer they came for.

Give requests outside the prepared flow a clear owner. A person asking about an unusual project may need a teammate to read the conversation and respond. Keeping the original request and collected details together makes that handoff easier and saves the customer from starting again.

Resource requests
Continue from the request with the relevant guide or website link.
Service inquiries
Collect the details your team needs to understand and route the inquiry.
Booking interest
Give the person a clear booking destination or a defined handoff to the team.

Example: carry a guide request into a customer conversation.

Suppose a studio publishes a post offering a planning guide. It configures a matching comment trigger and prepares a message with the guide link. Before activation, the team checks that the reply refers to the right resource and that the link opens the intended page.

The next exchange can ask about the project the person is planning. If the flow collects an email address or other lead details, explain how the team will use them to follow up. Review the captured information in the customer record, then continue the conversation with the request and its context available.

Try a request that matches the trigger and one that should be left alone. Then try a question outside the prepared path. A teammate should be able to see where the conversation needs attention and respond with enough context to be helpful. Refine that handoff before using the flow across more posts.

See the conversation take shape.

Choose a scenario to explore a sample trigger, conversation and result. These illustrative examples do not connect an account or send a message.

Keep the wider customer journey within reach.

Connect the Instagram conversation to the tools your team uses before and after it.

Plan the post

Use Social Media Management for the content, campaign and publishing work that creates the conversation.

Explore the workflow

Continue the relationship

Review the captured customer context and the follow-up your team needs to own.

Explore the workflow

Connect the next action

Use the actions available in Automations to continue customer work after the social conversation.

Explore the workflow

Before you start

Which channel does this page describe?

Instagram comment and message automation. Available triggers and actions depend on the connected account and flow options in your workspace. Other social networks have their own capabilities.

Is this the social publishing calendar?

No. Social Media Management handles planning and publishing. Social Automation manages conversation flows that continue from an Instagram comment or message.

Do the examples send a real message?

No. The interactive scenarios are illustrative. They do not connect your account, contact a person or create a live CRM record.

What do I need before activating a flow?

Use an eligible connected account and the required workspace permissions. Review the supported trigger, message content, links, follow-up and any applicable plan or usage conditions, then test the configured path.

Can every conversation run without a person?

Give requests outside the configured flow a human handoff. Your connected account, available actions and provider rules determine which exchanges can run automatically.

Keep the work connected

Social Media Management AI CRM Automations Integrations
Start free trial