Frequently asked questions

Sign up, connect your Instagram Business account or WhatsApp Business number, pick a post and a keyword, write the message you want sent, and switch the automation on. Most people are live in under 30 minutes.

No. Automations are set up in a form, flows are built on a drag-and-drop canvas, and messages are plain text with variables. Nothing on the platform needs a developer.

An Instagram Creator or Business account that is connected to a Facebook Page. If your account is still personal, switch it in the Instagram app first — it takes a minute and is free.

No. You connect through Meta's own login screen, so CommentLink never sees or stores your password. You can disconnect the account from your settings at any time.

Nothing. CommentLink is free to use — every feature is open, there is no price to pay, no card to add and nothing expires. Just sign up, connect your account and start.

Yes. The whole product is free — comment-to-DM, Story replies, the shared inbox, flows, broadcasts and analytics. There is no paid plan and no trial countdown. The only money that can show up is WhatsApp conversation fees from Meta, billed to your own WhatsApp Business account.

You pick a post and the keywords that should trigger it — price, link, guide, book. When someone comments one of those words, CommentLink sends them a direct message with whatever you set up: a product link, a price list, a lead magnet or a booking page.

Yes. Keyword triggers are optional. You can set an automation to reply to every comment on a post, whatever it says, which works well for giveaways and launches where people type anything.

Yes. Reels comments work exactly like post comments — same keywords, same message, same setup. Reels usually bring the most new people, so this is where a lot of the leads come from.

Yes. When someone replies to your Story, CommentLink can answer immediately with a link, a promo code, a price list or a booking page — while the Story is still live and the person is still interested.

You can send them an automatic thank-you DM. It is a good place to put a discount code or the link you would like them to share again.

Yes. Upcoming Post Automation lets you set your keywords and your message in advance. The automation is armed from the very first comment, so a launch does not lose its first hour.

Short words people already type on their own — price, link, info, guide, book, yes. Put the keyword in the caption and say it out loud in the video, so people know exactly what to comment.

Usually within seconds of the comment. Sending goes through Meta's API and stays inside their rate limits, so if a post takes off the messages are queued and delivered in order rather than dropped.

Yes. You can ask for an email address or phone number inside the DM and only send the link once it is given, so you build a contact list you actually own instead of just handing out links.

Yes. You connect your own WhatsApp Business account, which means the number, the customers and the message history stay yours. Connection runs through Meta's official signup flow.

Not from us. Instagram messaging has no per-message fee from Meta at all. WhatsApp does — and because the WhatsApp Business account is yours, Meta bills you directly at their published rates. CommentLink never resells or marks that up.

Auto-answers for the questions you get every day, qualifying questions before a human takes over, routing to the right department, and follow-up sequences. Incoming WhatsApp chats land in the same shared inbox as Instagram.

You build a segment, pick an approved template, schedule the send, and see delivery, reads and replies per campaign. Broadcasts only go to people who can receive them under Meta's rules — it is not a way to message a bought list.

You submit the template from CommentLink and Meta reviews it under their standard process, usually within a few hours to a couple of days. The decision is Meta's, not ours, so keep templates clear and non-promotional where the category requires it.

Yes. You can connect several Instagram accounts and WhatsApp numbers and run them all from one workspace, with separate automations for each brand.

Conversations that need more than one message. On a drag-and-drop canvas you can ask a question, branch on the answer, wait, follow up, and hand the chat to a human at the right moment.

Yes. There is a template library for sales, lead magnets, giveaways, bookings and support. Pick one, change the wording so it sounds like you, and go live.

Up to four tappable buttons shown when someone opens your Instagram inbox — book a call, browse the catalogue, track an order, talk to support. People choose what they need instead of waiting for you to reply first.

Response times, how much your automations are handling, which links in which DMs get clicked, leads captured, and how each broadcast performed — so you can tell which post, keyword and message is actually earning.

Yes. Instagram and WhatsApp conversations arrive in one queue that your team can share, with assignment, internal notes and the full history on every contact — so nobody replies to the same person twice.

Yes. Permissions are role-based per module and teams can be grouped into departments, so conversations route to the people who should own them and nobody gets access they do not need.

Channels connect through Meta's official login, so no passwords are stored. Access inside your workspace is governed by role-based permissions, and important changes are recorded in an audit log you can review.

Every automation for that channel stops immediately and no further messages are sent. You can reconnect later from settings.

Yes. Everything runs on Meta's official Instagram Graph and WhatsApp Business APIs, stays inside their rate limits, and only sends messages in response to something a person did — a comment, a Story reply or a message. There is no scraping and no logging in as you.

Using the official APIs the way they are intended is not what gets accounts restricted. What does cause problems is messaging people who never interacted with you, or sending the same promotional message at volume. CommentLink is built to only reply to a real interaction.

Personal Instagram accounts cannot use messaging automation. That is a Meta restriction, not a CommentLink one. Switching to a Creator or Business account and linking a Facebook Page fixes it.

Meta lets you send free-form replies for 24 hours after someone last interacts with you. After that window, WhatsApp needs an approved template to reopen the conversation. It applies to every tool on these APIs, not just this one.

In order: the automation is switched on, the account is a Creator or Business account linked to a Facebook Page, the connection still has the permissions granted at setup, the comment actually contains your keyword, and the person is inside Meta's messaging window.

Always. Automation handles the repetitive part and you can take over any conversation from the inbox at any point. Flows can also be set to hand off to a human on purpose.