Workflow Action: Respond On Comment for Facebook and Instagram

Responding to comments on social media platforms like Facebook and Instagram is crucial for engaging with your audience and fostering meaningful interactions. The "Respond On Comment" feature allows users to automate responses to comments, enhancing customer engagement and driving conversations.

Pre Requisite

• To use this feature Facebook account should be integrated.
• To use the actions in the workflows, the Facebook User comments on a post or Instagram User comments on a post trigger should be available.

How to Use this Feature

For Facebook and Instagram:

1. Access Workflows: Navigate to Automation > Workflows 

1. Select Trigger: Create a new workflow and click on "Add Trigger". Look for the "Facebook/Instagram events" category and choose "Facebook - User comments on a post".
   Similarly, select the "Instagram - User comments on a post" trigger for Instagram.
   
2. Specify Page and Post: Select the relevant Facebook and/or Instagram page and specify the post type as either "Published" or "Custom". For a custom post, provide the post URL or ID.

• Published Post: The 'Published Posts' tab includes all posts on your business page - it could be text, photo, video, or live video types of posts. You can also select the "View on Facebook" hyperlink to take you to the post.
• Custom Post: The 'Custom' tab allows you to find and connect the post by entering the Facebook post's URL  or ID. Select Custom in Post type, add the "Post is" filter, and paste the URL of the post in the field against the Post is field.

1. Define Comment Criteria: Specify the criteria for the comments you want to respond to, such as containing a particular phrase or being an exact match.
   
2. Configure Response: Choose the "Respond on comment action" and set up your responses. You can add multiple replies, and the system will randomly select one to reply to the comment.
   
3. You can enable the toggle to track only the initial level of comments. When this is activated, only the first level of comments will initiate the workflow.

1. You can also add buttons to your messages. Buttons are an effective way to interact with your customers and allow you to perform actions based on their selection, such as sharing your phone number or website link. Click on "Add Button" to include buttons, and you can add up to 3 buttons.
2. There are 3 types of buttons to select from:

• Open Website: Link this button to a URL. When clicked, it will direct the user to the specified web page.
• Call Number: Input a phone number for this button. When clicked, the user will initiate a call to that number.
• Perform Actions: Use this button to continue the interaction with the customer. You can define subsequent actions to progress the conversation.

1. The first step in adding a button is to provide a Button Name. Next, choose one of the 3 button types, and finally, enter the phone number or URL for the Call or Website button, respectively.
2. Here is how the message will look in Facebook and Instagram

1. Toggle Like Option: Optionally, enable the toggle to automatically like the comment when responding.
   

Benefits of the Feature

1. Enhanced Engagement: By automatically responding to comments, Referins helps businesses maintain a consistent presence and engage with their audience promptly.
2. Time Efficiency: Automating comment responses saves time by eliminating the need for manual monitoring and replies, allowing teams to focus on other essential tasks.
3. Improved Customer Satisfaction: Prompt responses to comments demonstrate attentiveness and care, leading to higher customer satisfaction and loyalty.
4. Opportunity Capture: By always including a comment, businesses can seize every opportunity to convert leads into customers and nurture relationships effectively.
5. Personalized Interaction: Despite automation, Referins allows for personalized responses tailored to specific comments, maintaining the authenticity of interactions.

FAQ

1. Can I set specific criteria for which comments receive automated responses?
   Yes, you can define specific criteria for comments, such as containing certain keywords or exact phrases, to ensure only relevant comments trigger responses.
2. Can I respond to comments on both Facebook and Instagram posts using this feature?
   Absolutely, you can set up triggers for both Facebook and Instagram. Just select the appropriate page and post type for each platform.
3. Is it possible to add multiple responses to comments?
   Yes, you can add multiple response options, and the system will randomly select one to respond to each comment, making interactions feel more personalized.
4. What happens if a user clicks on one of the buttons in the automated response?
   Buttons in responses provide further engagement opportunities. Depending on the button type, users can be directed to a website, initiate a call, or proceed with additional actions defined by you.