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They comment on the post. They get a DM.

Keyword rules reply to comments, stories and DMs right away. It all lands in the same inbox as WhatsApp, and the AI answers from your catalog.

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MetaBusiness PartnerOfficial Instagram login
Keyword ruleRunning on the post
Applies to
All posts
Keyword
WANT
Public reply
Sent you a DM
DM
Collection link
  1. Comment with the keyword
  2. Public reply on the post
  3. DM with the link
  4. AI picked up the reply
Sample conversation

Four ways to start the conversation.

Stories, mentions and DMs land in your team's queue, and a keyword comment turns into a DM. The Instagram screen shows where each conversation came from.

Ways to start
Comment on a post
WANT
Your teamHi! Here's the link to the new collection.
Replied to your story
Do you have it in a 38?
Your teamWe do! Shall I set one aside for you?
Ice breaker
What's the delivery time?
Your teamFor your area, 2 to 4 business days.
Direct message
Can I pay online?
Your teamSure! I'll send you the link here.
Sample conversation

One rule per keyword.

Pick where it applies, the keywords and the message. Whoever comments gets a public reply and a DM with your link, and the same rule can answer DMs and story replies.

Applies to
All posts and Reels
Keywords
WANT, LINK · capitals and accents ignored
Public reply
Sent you a DM!
DM
Collection link + first-purchase coupon, with a button
Sample rule, with fictional data.
What happens after one comment
  1. CommentSomeone comments WANT
  2. Public replyThe rule answers on the post
  3. DirectLink with a button in a DM
  4. ReplyThe customer answers the DM
  5. InboxYour team or the AI takes over
  • One private reply per comment, as Meta requires.
  • A comment with a question can send your team an alert.
  • When a rule replies, the AI doesn't repeat it.

The same inbox as WhatsApp.

Instagram DMs land in the same inbox as WhatsApp, with conversation assignment and a team queue you choose for each account.

The CCX Messages inbox on a tablet: the conversation list on the left and an open conversation with the customer's profile alongside.
The CCX Messages inbox. Fictional data.

Every interaction becomes a conversation.

From keyword to DM

Anyone who comments the keyword, on all posts or only on Reels, gets a public reply and a DM with a button and a link. Meta allows one private message per comment, and the rule respects that.

Stories and mentions in the inbox

Story replies and story mentions arrive as conversations, marked as a story. For a mention, the story itself shows in the chat.

AI in your DMs

The AI agent answers DMs from your knowledge base and catalog, in text, and hands off to a person when needed. You turn it on per Instagram account.

Ice breakers

Up to four ready-made questions for people opening a DM with you for the first time, edited in the dashboard.

The same inbox as WhatsApp

Instagram and WhatsApp in the same inbox, with conversation assignment. Each Instagram account can go to a team's queue.

Received media in the chat

Photos, videos, voice notes and PDFs customers send by DM show up in the conversation.

Access renewed automatically

Meta's access lasts 60 days and the platform renews it before it expires. If renewal fails, the dashboard tells you.

A post that goes viral shouldn't turn into an invoice.

With tools that charge per active contact, every person who comments counts toward that month's plan. At CCX, the monthly plan follows your message volume, and DMs carry no per-message fee.

See CCX × ManyChat
People who commented the keywordLaunch week of one postFictional data
17,000 DMs and keyword repliesPer-message fee: none

DMs have no per-message fee.

Instagram is included in your plan: DMs and keyword replies aren't charged and don't count toward your plan's message volume. When the AI answers, it's billed per interaction.

See full pricing
Direct messagesIncluded
Keyword to DMIncluded
AI · simple replyUS$0.02
AI · with knowledge baseUS$0.05
Plansfrom US$39/mo
Prices in USD. AI billed per interaction. No per-seat fees.

Questions we get from new teams

Still unsure? Talk to the team that runs the platform.

Do I need a Facebook Page?

No. The connection uses Instagram's own login and a professional account, business or creator, with message access turned on. We set it up with you: we send the access invite through Meta, you accept it on Instagram and authorize with your login.

Does Meta allow keyword rules?

Yes. We use the official comments and messaging API, and Meta allows one private message per comment: the rule replies to the comment and sends a single DM.

Can I send a campaign through DMs?

No. Meta doesn't allow bulk sending in Instagram DMs. The conversation starts with the customer: a comment, a story, a mention or a message.

Can I send photos by DM?

No: replies from the dashboard are text. Photos, videos, voice notes and PDFs customers send show up in the conversation.

How much does it cost?

Instagram is included in your plan. You pay for the AI interaction when it replies, from US$0.02.

Your next post can answer for itself.

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Sign up through the site and get a US$5 test credit.