Connect an account
Bring Facebook and Instagram into your workspace.
Get started →A little help, right here
What would you like to do?
Find a quick answer or ask us for a hand.
Create a reply
Choose a keyword and write a helpful answer.
Get started →Reset my password
Get a secure link to choose a new password.
Get started →Quick answers
Everyday questions, plain answers.
How do I connect an account?+
Open My accounts. Choose Connect Facebook or Connect Instagram and follow the sign-in steps. Instagram needs a professional account linked to your Facebook Page.
What keyword should I use?+
Use a word your customers will type, such as PRICE, MENU, HOURS, or INFO. Uppercase and lowercase letters both work.
What does matching mean?+
Contains the word means the keyword can appear anywhere in a message. Only these words means the whole message must match. Starts with these words means the message begins with your keyword.
What is the difference between comment and message replies?+
A comment reply is visible underneath the customer’s comment. A direct message goes to their inbox. You can also answer a direct message they send you.
Can I pause a reply?+
Yes. Open My replies and choose Pause next to the reply. Choose Resume when you want it to run again.
My reply did not send. What should I check?+
Open Reply activity and read the status. Check that your account is connected, the reply is turned on, and the customer used the right keyword. If you’re still stuck, contact us.
How can customers stop automatic messages?+
Customers can send STOP, UNSUBSCRIBE, or CANCEL. FBReply stops automatic messages for that sender on the connected account.
I forgot my password. What do I do?+
Choose Forgot password on the sign-in screen. Enter your account email, then follow the reset link in your inbox. The link expires after 30 minutes.
Optional post offers
A special reply for the first 20 people.
Running an offer with limited spots? Choose a post and a keyword, set the number of people, and write two pairs of replies. FBReply switches to the second pair after the first group fills up.
The first group
Someone comments your keyword. Their public comment gets reply A, such as “You got a spot! Check your inbox.” Their private message gets reply B with the offer details.
Everyone afterward
The next matching commenters get reply C, such as “All 20 spots are claimed.” Their private message gets reply D with a waitlist link or another option.
You control the offer
Turn it on or off, see how many spots are claimed, or reset the counter to start a new round. Each person can claim only one spot per round.
How to set it up
- Open My replies and choose one connected account.
- Choose your keyword and “Reply under their comment and send a private message.” Write the usual comment and private-message answers above; these are A and B.
- Under First X people, enable the offer. Enter the numeric post ID and a limit such as 20. Add the after-limit comment reply C and private message D.
- Save. Your saved rule shows the claimed count, offer status, and reset button. Reply activity shows the group and each delivery outcome.
For Facebook, use the numeric post ID from posts/ or story_fbid= in the post link, or PageID_PostID. For Instagram, use the numeric media ID; the shortcode in a post URL is different.
How counting, delivery, and resets work
Only matching, eligible commenters count. The first group is assigned in the order FBReply processes comments after activation; social notifications can arrive out of order. Repeated comments from the same person do not claim extra spots. A person keeps their group for that round.
A comment reply and a private message share one offer spot, but count as two separate replies toward your monthly allowance when sent. Delivery failures keep the person's spot and appear in Reply activity. Retries retain the assigned messages.
Turning the offer off sends the usual A/B answers to new matching comments without advancing the counter. Turning it back on resumes the saved count. The configured post ID still limits this rule to that post. Reset counter starts a fresh round, allowing people to qualify again. Changing the post also starts a new round. Already queued replies and historical assignments stay as they are.
Still need a hand?
Tell us what happened. We’ll help you find the next step.