Comment replies
Turn comments on your Instagram and Facebook posts into DM conversations about the right package, with everything you need to set up in Meta.
Pick a post, link it to the package it's about, and every comment on it gets two answers: a short public reply under the comment, and a DM about that package. When the person answers the DM, the chat lands in your inbox and the AI agent carries on as usual, already knowing which package they're interested in.
It works on Instagram posts and reels and on Facebook Page posts. You'll find it in Settings → Comment replies. Only the owner and managers can change it. It uses your Instagram and Messenger channels, so it's available on Growth and Pro (and during the free trial).
How it works
- Someone comments on a post you turned on (optionally: only if the comment contains one of your keywords).
- Flyby sends them a DM about the linked package (Meta calls this a "private reply").
- Flyby answers under the comment with a short line like "We've sent you the details in DM 💬". The wording rotates so Instagram doesn't flag it as spam.
- The comment and the DM appear as a new conversation in Conversations, starting with "You messaged @handle about a comment they made on your post" and a link to the post. The comment itself is quoted below it: click it to open the comment (Facebook) or the post (Instagram). If the DM had buttons, you see them under it.
- When they answer the DM, the AI agent takes over, with the package already in context.
Rules Meta sets
- You can send one DM per comment, within 7 days of the comment. After that, nothing more until the person answers. That's why the default DM ends with a question.
- Flyby sends one DM per person per post, even if they comment several times.
- If the DM can't be sent, Flyby skips the public reply too, so it never says "check your DM" when there's nothing there.
- Replies inside comment threads and your own comments are ignored.
Required actions
Everything below is a one-time setup. Do the column for each platform you want.
| What | Facebook Page | |
|---|---|---|
| Channel connected in Flyby | Instagram Direct | Facebook Messenger |
| Token permissions | instagram_manage_comments (plus the Instagram ones) | pages_read_user_content and pages_manage_engagement (plus the Messenger ones) |
| Meta webhook object | Page | |
| Webhook fields | messages, messaging_postbacks, comments | the Messenger fields, plus feed |
| Who can trigger it before Advanced Access | People with a role on your Meta app (testers) | Same |
Connect Instagram first
Follow Connect Instagram until DMs reach Flyby. Comment replies use the same channel.
Add instagram_manage_comments to the token
In Business Settings → Users → System users, generate a new token for your app (expiration Never) with the Instagram permissions plus instagram_manage_comments.
In the app, on the same use-case page, open Permissions and features and make sure instagram_manage_comments is added.
Save the new token in Flyby
Settings → Channels & integrations → Instagram Direct → paste the new token → Connect. Your Callback URL stays the same, so there's nothing to change in Meta.
Subscribe the webhook to comments
In your Meta app: Use cases → Customize → Webhooks. In the Product list on the left, pick Instagram (not "User" or "Page"). Check the Callback URL is Flyby's, then switch comments to Subscribed (next to messages).
About the orange warning
"Webhook configurations for Instagram API with Instagram business login are supported only within the product itself" is about a different connection method. Flyby connects Instagram through your Facebook Page, so you can ignore it.
Who can trigger it: testers vs. everyone
While your Meta permissions show "Ready for testing" (Standard Access), Meta only sends events from people who have a role on your app. To test, add your personal account under App roles → Roles → Instagram Testers (or as a tester for Facebook) and accept the invite. On Instagram, that's in Settings → Website permissions → Apps and websites → Tester invites.
What reaches Flyby from people with no role on your app:
| Standard Access | Advanced Access | |
|---|---|---|
| Their comments | ✅ Arrive | ✅ |
| Our DM and public reply to the comment | ✅ Sent, buttons included | ✅ |
| Their answers to the DM | ❌ Meta drops them | ✅ |
So on Standard Access, comment replies still reach everyone and link buttons (like "View the package") work, but the conversation can't continue in Flyby. Answers need Advanced Access for instagram_manage_messages (and pages_messaging for Facebook).
Advanced Access goes through Tech Provider
When you click Add to App Review on these permissions, Meta now asks you to become a Tech Provider, even for an app that only serves your own business. It needs business verification (your company's papers) and access verification, and it can't be undone. Start it only when you can finish every step.
Set up a post
- Open Settings → Comment replies. All your posts are in one list, each with a platform tag. Use the filter to show Instagram and Facebook, Instagram only or Facebook only. Just published something? Click Refresh posts.
- Click a post.
- Fill in:
-
Reply to comments on this post: on/off.
-
Package: the package the post is about. The DM mentions it, and the AI agent knows it when the person answers. Or pick No package for a general reply.
-
Only reply when the comment includes: keywords separated by commas, like
price, how much, بكام. Leave it empty to reply to every comment. -
DM type: Text, or Text + buttons (up to 3 buttons, 20 characters each). A button can be:
- Reply: tapping sends the button's text back as their message, and the AI agent answers it.
- Link: opens a link you enter (must start with
https://). - Package page: opens the linked package on your public page (the page must be on).
A preview shows what they'll see. If Meta refuses the buttons, Flyby sends the text on its own so the comment still gets its DM.
-
DM message: use
{name}for their name and{package}for the package name. Leave it empty to use the suggested text (Arabic or English, based on the comment's language). With buttons, the text can be up to 640 characters. -
Public replies under the comment: one per line. Flyby picks a different one each time.
-
- Click Save. The tile shows On and the package name.
To stop, open the post and switch it off, or click Stop and remove. Conversations that already started stay in your inbox.