Summary
Instagram DM automation in Wati lets you automatically respond to incoming Instagram messages based on specific conditions. You can create rules using a trigger, optional filters, and one or more actions.
This guide explains the available triggers, filters, and actions for Instagram, with examples of common automation scenarios.
Instructions
Build a rule
Go to Automation > Rules.
Click + Create Rules.
Choose a trigger.
Add one or more filters, if needed.
Choose one or more actions.
Name the rule and click Save Changes.
Switch the rule ON.
A rule only runs when it is switched ON.
Important: If you have multiple Instagram rules, make sure their conditions are specific enough to prevent unintended overlaps. When multiple rules match the same message, they can all run, which may result in the customer receiving multiple automated replies.
Triggers
A trigger defines when a rule starts.
Trigger | Fires when |
New Instagram DM is Received | A contact sends a DM to your connected Instagram account. |
New Instagram Comment is Received | A user adds a comment to a post on your connected Instagram account. |
New Instagram Story Mention is Received | A user mentions your connected Instagram account in an Instagram story. |
New Instagram Story Reply is Received | A user replies to an Instagram story from your connected Instagram account. |
Each rule can have only 1 trigger. If you want to automate different scenarios, create separate rules for each scenario.
Important: The filters and actions available for a rule can vary depending on the trigger you select.
Filters
Filters define the conditions that must be met for a rule to run. You can combine multiple filters in the same rule.
Filter | Use it to |
Contact Exists / Does Not Exist | Distinguish between first-time and returning contacts. |
Contact initiates a new chat | Run the rule only when a contact starts a new conversation. Later messages in the same conversation won't trigger the rule. |
Timestamp Is Within / Is Not Within Working Hours | Create different automation for messages received during or outside your configured working hours. |
Incoming message matches keyword(s) rule | Run the rule when an incoming message contains specific words or phrases. You can add multiple keywords to the same filter. |
Keyword match types
When you use the Incoming Message Matches Keyword(s) filter, you can choose how Wati should match the keyword.
Match type | How it works | Example use |
Contains | Runs when the keyword appears anywhere in the message. | Match |
Exactly Matches | Runs only when the entire message matches the keyword. | Match campaign codes or one-word replies. |
Fuzzy Matches | Runs when the message contains a close variation of the keyword, such as a minor spelling mistake. | Match common typos or spelling variations. |
Choose keywords carefully
When setting up keyword-based rules:
Add common variations that customers are likely to type.
Avoid short or common words with Contains matching. For example, the keyword
hicould match words such as "this," "shipping," or "high."Combine keyword filters with other filters, such as working hours or contact status, when a keyword alone could match too many messages.
Actions
Actions define what Wati does when all the conditions in a rule are met.
Action | What it does |
Send Instagram Message | Sends a text, image, video, or audio reply. Use this for a single automated response. |
Start a chatbot | Starts a chatbot flow for a multi-step conversation, such as qualifying a lead, answering multiple questions, or collecting a phone number. |
Common Instagram automation examples
Reply to an Instagram DM
Use this rule to automatically respond when a contact sends a message containing a specific keyword.
Trigger: New Instagram DM is Received
Filter: Incoming Message Matches Keyword(s), using Contains
Action: Send Instagram Message
For example, you can reply with product information when a customer sends a message containing price.
Respond to an Instagram comment
Use this rule to automatically respond when someone comments on your Instagram post.
Trigger: New Instagram Comment is Received
Action: Send Instagram Message (Send DM) or Start a chatbot
For example, you can start a chatbot when someone comments on a post to help them learn more about a product.
Respond to an Instagram story mention
Use this rule to automate a response when someone mentions your Instagram account in their story.
Trigger: New Instagram Story Mention is Received
Action: Send Instagram Message
For example, you can send a thank-you message when a customer mentions your business in their story.
Respond to an Instagram story reply
Use this rule to automatically respond when someone replies to your Instagram story.
Trigger: New Instagram Story Reply is Received
Action: Send Instagram Message
For example, you can send a message with more information when someone replies to a story about a product or promotion.
Wati automatically creates the welcome and out-of-office automation when you connect an Instagram account.
Frequently Asked Questions (FAQs)
1. Can I use more than one trigger in a rule?
No. Each rule can have only 1 trigger. Create separate rules when you need to handle different scenarios.
2. Can I combine multiple filters in a rule?
Yes. You can use multiple filters to make a rule more specific. For example, you can combine a keyword filter with a working-hours or contact filter.
3. What's the difference between Contains, Exactly Matches, and Fuzzy Matches?
Contains matches a keyword when it appears anywhere in the message. Exactly Matches requires the entire message to match the keyword. Fuzzy Matches allows close variations, such as minor spelling mistakes.
4. Why did a customer receive multiple automated replies?
This can happen when multiple rules match the same message. Review your rules and make their conditions specific enough that they don't unintentionally overlap.
5. Can I edit or switch off a rule after creating it?
Yes. You can edit or switch a rule on or off from Automation > Rules.
6. Are automation triggers billed?
Yes. Automation triggers are billed. For more information, see Understanding Automation Triggers and their cost.