"Social Auto-Replies" is Working for DMs But Not for Comments

Question

This feature is in “beta” and Klaviyo admits there may be bugs...but this would be a pretty big bug.

I set up the “social auto-replies" Instagram integration and set the trigger word to be "launch" (with and without quotes).

The automation trigger is working if someone sends a DM (direct message) with the trigger word, but it is NOT working if they comment with the trigger word (which is the method I would prefer to use).

I have confirmed that everything is (or seems to be) configured correctly according to the Klaviyo help doc ( https://help.klaviyo.com/hc/en-us/articles/41741460845339 ) including…

Both 'comments' and 'dm' are selected as the listening triggers
the Instagram account is a business account;
the post in question is not a collab post;
the keyword 'launch' is not being used elsewhere in the account;
I tested it with 4 *public* Instagram accounts (it won’t work with private IG accounts)

Has anyone been able to get this to work when someone COMMENTS the trigger word?

Thanks in advance for any help / advice!

Byrne C · Answer

Hi ​@CraigRR,Based on what you’re describing, this does appear unexpected. Just to make sure you’ve covered all your bases, can you confirm that somebody doesn’t need to be a follower to trigger your auto-reply, and there also isn’t a minimum follower count? Additionally, in your Instagram settings, do you have conversation routing set up to another 3rd-party app that isn’t Klaviyo?If you can confirm none of these are the case, I’d recommend reaching out to our support team at Klaviyo.com/supportand letting them know the steps you’ve tried, so we can investigate further and determine if it’s something in need of fixing.

"Social Auto-Replies" is Working for DMs But Not for Comments

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