Summary
Wati lets you automate responses to Instagram story interactions using Automation > Rules.
You can create rules for 2 types of Instagram story interactions:
Story replies and story reactions use the New Story Reply is Received trigger.
Story mentions use the New Story Mention is Received trigger.
These triggers let you automatically respond to Instagram story interactions and start or continue an Instagram direct message (DM) conversation.
Note: Instagram story reply and story mention automation is available on all Wati plans.
Instructions
Instagram story interaction triggers
Use the following trigger for each type of story interaction:
Instagram interaction | Wati trigger | Description |
Story reply | New Instagram story reply is received | Someone sends a message in response to your Instagram story. |
Story reaction | New Instagram story reply is received | Someone reacts to your Instagram story with an emoji. Instagram sends story reactions through the same API event as story replies. |
Story mention | New Instagram story mention is received | Someone mentions your Instagram account in their own Instagram story. |
Important trigger behavior
There is no separate trigger for story reactions. Story reactions use New Instagram story reply is received.
New Instagram story reply is received handles both typed story replies and story reactions.
New Instagram story mention is received handles Instagram story mentions.
Each rule can use only 1 trigger.
To automate both story replies and story mentions, create a separate rule for each trigger.
Set up a story reply rule
Use the New Instagram story reply is received trigger to automate responses to Instagram story replies and reactions.
Go to Automation > Rules.
Select + Create Rules.
Under Instagram Triggers, select New Instagram story reply is received.
Note: If you've connected multiple Instagram accounts, you can choose to enable this automation for one, some or all accounts by selecting them under the trigger.
Add a condition if needed. You can use Keyword Match to trigger the rule only when a story reply contains specific keywords. Emojis can also be used as keywords. For example, add 🔥 or ❤️ to match those reactions.
Choose the action you want the rule to perform. You can choose to send a Instagram message under actions. You can send a text, image or video message.
Choose the reply material from the library.
Enter a name for the rule.
Select Save Changes.
Turn the rule ON.
Story reply rules apply to all stories
You can't select an individual Instagram story when creating a story reply rule. The rule applies to story replies received on all of your Instagram stories.
If you want to use story automation for a specific campaign, use a keyword that people are likely to include in their reply.
For example, ask customers to reply with INTERESTED to learn more about a promotion. You can then create a rule that uses INTERESTED as the keyword.
If you don't add a keyword condition, the rule can run for every story reply your Instagram account receives.
Set up a story mention rule
Use the New Instagram story mention is received trigger to automate responses when someone mentions your Instagram account in their story.
Go to Automation > Rules.
Select Create New Rule.
Under Instagram Triggers, select New Instagram story mention is received.
Note: If you've connected multiple Instagram accounts, you can choose to enable this automation for one, some or all accounts by selecting them under the trigger.
There is no filter for story mentions because the rule is triggered whenever someone mentions your Instagram account in their story. No keyword or additional condition is required.
Choose the action you want the rule to perform.
Enter a name for the rule.
Select Save Changes.
Turn the rule ON.
For example, you can use a story mention rule to thank someone for mentioning your account and send them additional information.
Story replies and mentions in the Team Inbox
When someone interacts with your Instagram story, the interaction can start a private Instagram DM conversation.
You can use automation to respond to the interaction. When human assistance is needed, the conversation can be handled by an operator in the Team Inbox.
Messaging windows for Instagram story interactions
Reply windows
Instagram gives you a limited window to reply after a customer sends a message. The window depends on how the conversation was started and whether the reply is automated or sent by a human operator.
Reply type | Reply window |
Automated reply from a Rule or chatbot | 24 hours |
Reply from a human operator | 7 days |
The reply window is counted from the customer's most recent message. Each new customer message starts a new reply window.
Once the window expires, Wati can't send further messages in the conversation until the customer messages you again.
Note: The 24-hour automated reply window can affect chatbot flows that use time delays. If a delay extends beyond the reply window, subsequent automated messages can't be sent.
Frequently Asked Questions (FAQs)
Instagram story automation
1. What Instagram story interactions can I automate in Wati?
You can automate responses to Instagram story replies, story reactions, and story mentions using Automation > Rules. Story replies and story reactions use the New Instagram story reply is received trigger, while story mentions use the New Instagram story mention is received trigger.
2. How do I automate responses to Instagram story replies and reactions?
Go to Automation > Rules, create a new rule, and select New Instagram story reply is received under Instagram Triggers. You can optionally add a keyword condition, including emojis, choose an action such as sending a text, image, or video message, select the reply material, name the rule, save the changes, and turn the rule on.
3. How do I automate responses when someone mentions my Instagram account in their story?
Go to Automation > Rules, create a new rule, and select New Instagram story mention is received under Instagram Triggers. No keyword or additional condition is required because the rule runs whenever someone mentions your Instagram account in their story. Choose the action, name the rule, save the changes, and turn the rule on.
4. Can I create a rule for a specific Instagram story?
No. Instagram story reply rules apply to all stories on the Instagram account. If you want automation for a specific campaign, you can ask people to include a specific keyword in their story reply and add that keyword as a condition in the rule.
5. How long can I reply to an Instagram story interaction?
An automated reply from a rule or chatbot can be sent for up to 24 hours, while a human operator can reply for up to 7 days. The reply window is counted from the customer's most recent message, and each new customer message starts a new reply window. Once the window expires, Wati cannot send further messages until the customer messages you again.