With CommentChat, you can automate responses to comments on your Instagram posts, stories and reels.
How does it work? You select up to three keywords customers can comment in the comments section.
Those keywords will trigger an automatic public reply to the customer comment and will send the customer a DM with a link.
You customize the public replies and DM and you choose the product link sent to the customer.
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CommentChat Mobile Experience for Instagram |
CommentChat Mobile Experience for Facebook |
Step 1: Create a New CommentChat Flow
- Hover over the side menu in your CommentSold dashboard.
- Locate and select CommentChat.
- Select Create Chat Flow in the top-right corner of the page.
- Hover over the side menu in your CommentSold dashboard.
- Locate and select CommentChat.
- Select Create Chat Flow in the top-right corner of the page.
Step 2: Select Social Account and Post Type
- Enter a name for your CommentChat flow in the Flow Name field. This name helps you differentiate this flow from others in your list of flows.
- In the Connect Your Account section, use the drop-down to select which Instagram this CommentChat is for.
- Next, choose the type of post to link the CommentChat to:
- The next post created on this account. This option will link the CommentChat flow to the next post or Reel posted to the selected account. It will not link to the next post if the post is a live sale. You must create the next post within 48 hours or the CommentChat flow will be deactivated.
- An existing post/reel. This option will launch a selection panel that will allow you to choose which existing post or Reel to link to CommentChat flow to.
- An existing story. This option will launch a selection panel that will allow you to choose which existing story to link to CommentChat flow to.
- Enter a name for your CommentChat flow in the Flow Name field. This name helps you differentiate this flow from others in your list of flows.
- In the Connect Your Account section, use the drop-down to select which Facebook account this CommentChat is for.
- Next, choose the type of post to link the CommentChat to:
- The next post created on this account. This option will link the CommentChat flow to the next post posted to the selected account. It will not link to the next post if the post is a live sale. You must create the next post within 48 hour, or the CommentChat flow will be deactivated.
- An existing post. This option will launch a selection panel that will allow you to choose which existing post to link to CommentChat flow to.
Step 3: Create Public Reply Responses
- Enter your Comment Trigger Words in the field provided.
- You can pick up to three trigger keywords. Separate keywords with a comma.
- We encourage you to use different words with each post to create a new and exciting commenting and shopping experience.
- Trigger words are not case-sensitive, so variations like "sold," "Sold," and "SOLD" are treated the same.
- Avoid using trigger words that are similar to your shop’s handle name, as this could result in sending unintended DMs to your customers.
- Enter at least three Public Comment Responses in the fields provided.
- Create responses that read conversational and have a personal feel to it
- CommentChat will choose from these options at random when replying to a comment containing a keyword.
- To add an additional response, select Add Response. You can customize up to 5 responses.
- Enter your Comment Trigger Words in the field provided.
- You can pick up to three trigger keywords. Separate keywords with a comma.
- We encourage you to use different words with each post to create a new and exciting commenting and shopping experience.
- Trigger words are not case-sensitive, so variations like "sold," "Sold," and "SOLD" are treated the same.
- Avoid using trigger words that are similar to your shop’s handle name, as this could result in sending unintended DMs to your customers.
- Enter at least three Public Comment Responses in the fields provided.
- Create responses that read conversational and have a personal feel to it
- CommentChat will choose from these options at random when replying to a comment containing a keyword.
- To add an additional response, select Add Response. You can customize up to 5 responses.
Step 4: Set Message Destination
Select the destination from Where do you want to send commenters? drop-down.
There are three options available, A Specific Product, A Shop Page, and a Custom URL. We detail these options below.
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- Select A Specific Product to direct the customer to a specific product on your website.
- In the Select a Product field, search for the product you wish to link to in your message.
- Once you locate the product, select the product tile. You’ll see a Selected frame around the tile.
- Select A Shop Page to direct the customer to a shop page on your website.
- Using the Shop Page drop-down, search for the shop page you wish to link to in your message. Available pages are those published in Site Creator.
- Select Custom URL to direct the customer to a specific section of your website, like a live replay.
- Copy and paste the URL you would like to use. (This field does not support external links.)
- Select A Specific Product to direct the customer to a specific product on your website.
Step 5: Customize DM Response
Your DM Response is the message a follower will receive via their DMs when they comment the keyword on your post or Reel.
As you customize your response, your changes will update the preview to the right of the fields.
- Enter the text for your DM message in the Message Text field.
- Enter what you’d like to appear as your button text. This is your “call to action” and the link button a follower will tap to be redirected to the product page
- Select Save Chat Flow to save your chat flow.
If a shopper doesn’t follow your Instagram account, DMs from CommentChat or auto-replies will go to their Message Requests folder, not their main inbox. They can see them by tapping the app notification or opening the Requests section.
If a shopper does follow your account, these DMs go directly to their inbox.
Your Messenger Response is the message the commenter will receive via their Messenger when they comment the keyword on your post.
As you customize your response, your changes will update the preview to the right of the fields.
- Enter the text for your message in the Message Text field.
- Enter what you’d like to appear as your button text. This is your “call to action” and the link button a follower will tap to be redirected to the product page
- Select Save Chat Flow to save your chat flow.
CommentChat Insights
CommentChat comes with powerful reporting metrics to help you gain deeper insights into your customer interactions.
Provides you with key performance metrics, including:
- Comments Received: Track the volume of customer comments on your listings to understand engagement levels.
- DM Sent: Monitor the number of direct messages sent, allowing you to gauge your outreach efforts.
- DM Clicked: See how many times your direct messages were clicked. This metric counts total clicks. So if one shopper clicks a DM multiple times, each click is included.
- Site Page Views: Keep an eye on how many users are viewing your site, helping you assess product interest and visibility.
- Checkout: Track the number of checkouts, providing you with insight into how many customers are committing to their purchases and moving through the final steps of the buying process.