Help center
How can we help?
Get set up in five steps, then find answers to the most common questions.
Setup guide
Your first automation in five steps.
Switch to a Business or Creator account
In the Instagram app, go to Settings → Account type and tools → Switch to professional account. It’s free and takes a minute. Then link it to a Facebook Page you manage (Instagram → Edit profile → Page). Using Messenger only? You just need a Facebook Page.
Allow access to messages
In the Instagram app, go to Settings → Messages and story replies → Message controls → Connected tools, and turn on Allow access to messages. Without this, Instagram won’t let any tool send DMs for you.
Connect with Facebook
In Automations Hub, open Accounts and choose Connect with Facebook. Log in with the Facebook account that manages your Page, then tick the Page and its Instagram account. Leave every permission switched on.
Create your first automation
Open Templates and pick one, such as Send link on keyword. Change the keyword, messages and link, then switch it on.
Test it from a different account
Comment your keyword from a friend’s account or a second account. Comments from your own account are ignored on purpose, so you never DM yourself. The DM should arrive within seconds.
Building automations
Good to know.
Choosing a trigger
Comment works on posts and Reels, on Instagram and Facebook. Story reply is Instagram only. DM keyword (Pro) replies when someone messages you a word, on both.
Writing keywords
Separate keywords with commas. Capitals, accents and Arabic spelling variants (ة/ه, ى/ي) don’t matter. Leave the box empty to reply to every comment or message.
Opening message and button
The first DM can carry a button. When they tap it, the next message goes out, and Instagram lets you keep replying for 24 hours.
Follow gate
Turn on Require follow and people who don’t follow you get a reminder and a button to try again. Instagram only.
Email gate (Pro)
Turn on Collect email and we ask for an address before sending the link. Find everyone in Contacts, and export them as CSV.
English or Arabic
Switch the dashboard language at any time. Each automation also has a language for the few messages we write for you, like asking again for an email.
Troubleshooting
Something not working?
Nobody got a DM
- Check the automation is switched on, and its account shows Connected under Accounts.
- Test from a different account. Your own comments never trigger a DM.
- Check Allow access to messages is on in Instagram (step 2 above).
- Check the comment includes one of your keywords, or leave keywords empty.
- Each person gets an automation only once. If your test account already got it, commenting again, even on another post, won’t send a second DM. Test with an account that hasn’t used it yet.
- Check you haven’t reached your monthly DM limit, under Plan & billing.
My Page or Instagram account isn’t in the list
- Log in with the Facebook account that manages the Page, not a personal one without access.
- Make sure the Instagram account is a Business or Creator account and linked to that Page.
- If you skipped a Page during login, choose Connect with Facebook again and tick it.
- If we say it’s already connected by another user, that person needs to disconnect it first.
My account says “Needs attention”
- The connection to Meta stopped working, often after a password change or removing the app in Facebook settings.
- Choose Connect with Facebook again. Your automations and contacts stay as they are.
“Your plan allows 3 active automations”
- The Free plan runs up to 3 automations at a time. Pause one, or upgrade to Pro for unlimited.
DMs stopped partway through the month
- You’ve probably reached your plan’s monthly DM limit. Every message we send counts as one.
- No new DMs go out until the 1st of the month (Cairo time) or until you upgrade. Conversations already started still finish.
I can’t pick Story reply
- Story replies only work on Instagram. Choose an Instagram account for that automation.
“The link must start with https://”
- Paste the full address, including https://, for example https://yourshop.com/guide.
Still stuck?
Tell us what you tried and a screenshot of what you see, and we’ll sort it out.
Contact support