> ## Documentation Index
> Fetch the complete documentation index at: https://help.kajabi.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Use Universal Inbox and Comment-to-DM
> Manage social media messages and automate DMs when customers comment on your Instagram or Facebook posts.
**Comment-to-DM** is an Automation that sends a direct message to anyone who comments on a specific Instagram or Facebook post. **Universal Inbox** is a centralized hub that brings together those Comment-to-DM messages alongside inbound and outbound customer messages from Instagram DMs and Facebook Messenger.
Together, these features help you engage with your audience directly from Kajabi — no need to switch between platforms.
**Note:** Comment-to-DM is only available with Growth and Pro plans, and is not available on legacy plans. The Facebook (Not Facebook/Meta Pixel) and Instagram integrations are also not available on legacy plans. Check out [kajabi.com/pricing](https://kajabi.com/pricing) for more details. To use Comment-to-DM for Instagram, you must have an [Instagram Professional account](https://help.instagram.com/502981923235522?helpref=faq_content).
If you use additional third-party messaging platforms or integrations, they may interfere with Comment-to-DM Automations. We recommend using Kajabi exclusively to ensure the process completes correctly.
## Set up the Universal Inbox
To connect your Instagram DMs and Facebook Messenger chats with Universal Inbox:
1. Click **Settings** > **Integrations & Webhooks** from your Kajabi Dashboard.
2. In the **Social media** section, select **Instagram** or Facebook and click **Connect.**
3. Log in to your Instagram or Facebook account in the pop-up window.
4. Convert to an Instagram Professional account if prompted.
5. Allow **Kajabi Marketing Services** access to finish the integration.
## Set up Comment-to-DM
Comment-to-DM uses [Kajabi Automations](../../marketing/automations/automations-overview). Setup is quick when you use the premade Instagram or Facebook Comment-To-Conversation Automation blueprint. You can also [start from scratch](../../marketing/automations/automations-overview) when creating a Comment-to-DM Automation.
**Note:** Trigger words are not case sensitive. For example, if your trigger word is `KAJABI`, a customer comment of `Kajabi` will still trigger the Automation.
To set up the Comment-to-DM Automation blueprint:
### Instagram
1. From the Kajabi Dashboard, select **Marketing** > **Automations.**
2. Click **+New Automation.**
3. Choose the **Instagram Comment-to-Conversation** blueprint.
4. For the **When** trigger, select a specific Instagram post or choose **Any post** to apply the Automation to any future Instagram posts.
5. Click **Save Trigger.**
6. Customize the automated direct message that will be sent when the post receives a comment.
7. (Optional) Customize an automatic Instagram reply to comments on the post.
8. Click **Save.**
### Facebook
1. From the Kajabi Dashboard, select **Marketing** > **Automations**
2. Click **+New Automation**
3. Choose the **Facebook Comment-to-Conversation** blueprint
4. For the **When** trigger, select a specific Facebook Page or choose **Any page** to apply the Automation to all your Facebook Pages
* For specific Facebook Pages, select a specific Facebook post or choose **Any post** to apply the Automation to any future posts on the selected Page
5. Click **Save Trigger**
6. Customize the automated direct message that will be sent when the page receives a comment
7. (Optional) Customize an automatic Facebook reply to comments on the post
8. Click **Save**\\
**Important:** Facebook may temporarily block automated and manual comment replies when comment reply volume is high across posts (e.g., 250+ per day). If you expect high volume, consider skipping the comment reply action. Automated DMs are unaffected. Instagram comment replies are not subject to this limit.
### Backstage
[**Backstage**](https://help.kajabi.com/articles/products/backstage/set-up-a-private-client-backstage) will automatically be connected as a channel in the Universal Inbox where client messages can also be managed.
### Expert Agents
[**Expert Agents**](https://help.kajabi.com/articles/products/products-overview/expert-agents-overview) will automatically be connected as a channel in the Universal Inbox where member and visitor messages can also be managed.
## Comments and keyword guidelines
| Setting | Description | Details / Examples |
| ------------------------------ | ------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Any Comments** | Triggers on every comment received | Use for general welcome messages or broad engagement |
| **No Comments** | Disables the trigger | Use to temporarily pause Automations |
| **Specific Keywords** | Triggers only when comments match your keyword rules | See keyword matching rules below |
| **How keyword matching works** | Keywords are matched as individual words, not exact phrases. Case does not matter (`HELP` = `help` = `Help`) | **What works:** Single words: `help`, `pricing`, `info`. Numbers: `112`, `2024`. Emojis: ❤️, 👍, 🔥. Mixed lists: `help`, `pricing`, ❤️, `112`. Exact phrases: `how much`, `discount code`. **What does not work:** Phrases such as `how much` will match comments containing both "how" and "much" anywhere. Partial words: `help` will not match "helpful" |
| **Include Keywords** | Comment must contain at least one of these words | **Example keywords:**`pricing`, `cost`, `price`. **Matches:** "What's the pricing?" **Matches:** "This costs too much" (contains "cost") |
| **Exclude Keywords** | Comment must not contain any of these words | **Example keywords:**`spam`, `fake`, `bot`. **Blocks:** "This looks like spam" |
| **Combined Rules** | Both Include and Exclude rules must pass | **Example:** Include: `help`, `support`. Exclude: `never`, `don't`. **Matches:** "I need help". **Blocks:** "I don't need help" (contains "don't") |
## FAQs
### What happens if I have an existing Inbox Automation set up through Meta?
Both Automations will trigger. We recommend centralizing all your Automations in Kajabi or ensuring there are no overlapping triggers.
### Can I set up Comment-to-DM Automations on posts that are not yet live?
Yes. Once the post goes live and receives comments, the automated DMs will trigger.
### Are there post types where Automations are not supported?
Automations cannot be built from Facebook album posts because Meta does not support this capability.
### Create Contacts from Universal Inbox conversations
1. Click the **letter icon** and select **View all messages** to open Universal Inbox from your Kajabi Dashboard
2. Select the conversation with the person you want to make a Contact
3. Click the **i** icon on the right
4. Press **+Add Details**
5. Add the email address for that Contact
6. (Optional) Add any relevant Tags or notes
7. Click **Save** to create the Contact
### Disconnect an account
1. Click **Settings** > **Integrations & Webhooks** from your Kajabi Dashboard
2. In the **Social media** section, press **Disconnect** for the integration you want to disconnect
### Which Kajabi plan includes this feature?
Comment-to-DM is available with Growth and Pro plans. Universal Inbox is accessible on any plan.
### Is there a maximum number of conversations in Universal Inbox?
No, there is currently no limit.
### What is the maximum file size a customer can upload?
The maximum file size is 8 MB for images (due to Meta restrictions) and 25 MB for all other file types (after encoding).