Automations
Instagram rules: what Meta controls and what BaTimo does
A clear split between Instagram (Meta) platform rules for comments, private replies, DMs and stories and what BaTimo's automations actually do.
Instagram automations combine two things: rules set by Instagram (Meta) that nobody can change, and features BaTimo implements on top. This page keeps them apart so you can plan campaigns realistically.
Rules set by Instagram (Meta)
Based on Meta's Private Replies documentation and messaging policy:
| Topic | Instagram rule |
|---|---|
| Private reply to a comment | A business can send one private message to the person who commented. |
| Time limit | It must be sent within 7 days of the comment for posts, ad posts and reels. For Instagram Live comments it is only possible during the broadcast. |
| Continuing the chat | After that one message, the conversation can continue only if the person replies, and then within the 24-hour messaging window. |
| Replying in DMs | Businesses can reply to a customer message within 24 hours. A longer manual-reply period exists only through a special message tag that must be approved by Meta and is intended for a human agent. |
| Message formats | Text, images and templates (buttons, cards) with Meta's own limits: for example at most 3 buttons per message or card and 10 cards in a carousel, with short button titles. |
| Access | The Instagram account must be a business account that you authorize for messaging and comments. |
What BaTimo does
| Capability | BaTimo behavior |
|---|---|
| Match a comment | Compares the comment text to your comment automations. A trigger can be exact, starts with, contains, any keyword, regex or any comment. Matching ignores upper and lower case and extra spaces. |
| Which automation wins | Automations for the specific post are tried first, then "any post" ones. Within each group the most specific match type wins: exact, then starts with, then contains or keywords, then regex, then any. |
| Public reply | Always posts your public reply under the comment (required in every comment automation). |
| Private DM | Optionally sends one private reply: a fixed message, or the first step of a flow with its buttons and cards. This is the single message Instagram allows. |
| Flows after the reply | When the commenter replies or taps a button, the conversation continues in the normal DM pipeline: flow steps, then your AI assistant (if Answer DMs with AI is on). |
| Skips | BaTimo ignores your own comments and comments from contacts on the channel's Blocked Users list. |
| Quota | Comment automations do not use conversation quota. |
| Story replies | A reply to your story is matched against story reply automations, flows and then the AI. Reaction-only replies (an emoji) and stickers are ignored. |
| Buttons on Instagram | Sends the first 3 buttons of a step or card. Text sent with buttons is cut at 640 characters. Carousels are limited to 10 cards. |
| Opening your DM after the 7 days | BaTimo cannot send a private reply after Meta's 7-day window and cannot send more than one private reply per comment. |
| Tags | BaTimo does not use special message tags to message outside the 24-hour window. |
| Reconnecting | Accounts connected before comment access was added must be reconnected to reply to comments. |
Practical design rules
- Put everything important in the first DM. It is the only message you can send before the person responds. Include a clear call to action or a button.
- Ask a question or add a button so the person replies; that opens the 24-hour window for the rest of the conversation.
- Reply fast. Messages to customers outside the 24-hour window cannot be sent on Instagram.
- Use specific posts for campaigns and "any post" for thank-yous.
- Do not rely on Live comments. BaTimo lists them as Coming soon.
Troubleshooting
- The DM did not arrive: the person may have commented more than 7 days ago, or the one private reply was already used.
- Public reply works but no DM: check the automation's Direct message mode and that the chosen flow exists and is enabled.
- Nothing happens on comments: reconnect Instagram, confirm the automation is enabled, and check the automation limit for your plan.
Limitations
- These rules come from Instagram and can change. Check Meta's current documentation for your market.
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