Comment-to-DM and the Universal Inbox are new features engineered to increase user engagement. The Comment-to-DM feature is a new automation that automatically sends a Direct Message (DM) to a user who comments on a specific post on your Instagram or Facebook page.
Note: The Universal Inbox and Comment-to-DM Features are only available with the new Growth & Pro Plans announced on September 16, 2025. Check out kajabi.com/pricing for more details.
To use the Universal Inbox feature and Comment-to-DM for Instagram, you first must have an Instagram Professional account.
Universal Inbox is a centralized hub that brings together your Comment-to-DM messages and inbound and outbound customer messages across multiple platforms. Universal Inbox currently integrates with your social media DMs for Instagram and Facebook Messenger.
If you are using additional third-party messaging platforms or integrations, this may interfere with the Kajabi automations for Comment-to-DM. We recommend using Kajabi exclusively to make sure the process is completed.
How to set up the Universal Inbox
To connect your Instagram DM’s and Facebook Messenger chats with Universal Inbox:
Click Marketing - Universal Inbox from your Kajabi Dashboard
Use the All Channels drop-down menu to select Instagram or Facebook Messenger.
In the pop-up window, log in to your Instagram or Facebook account.
If you do not yet have an Instagram Professional account, you will be prompted to convert your account at this point.
Allow Kajabi Marketing Services access to finish the integration:
How to set up Comment-to-DM
Feature Update: We are rolling out the ability for you to select "any post" for Instagram or Facebook. You will no longer have to set up an automation for each specific post if desired. If you do not see this option, the feature has not been made available to your account yet. Check back at a later time to try the new experience.
The Comment-to-DM feature uses Kajabi Automations. Set up is a breeze when using the premade Instagram or Facebook Comment-To-Conversation Automation blueprint.
You may also start from scratch when creating a Comment-to-DM automation.
Note: Trigger words are not case sensitive. For example, If you input your trigger word to be “KAJABI”, if your customer comments “Kajabi” the automation will still be triggered.
To set up the Comment-to-DM Automation Blueprint:
Instagram:
From the Kajabi Dashboard, select Marketing - Automations
Click +New Automation
Choose the Instagram Comment-to-Conversation blueprint.
For the When trigger, select a specific Instagram post or choose Any post to apply the automation to any future Instagram posts.
Click Save Trigger.
You may further customize the automated direct message that will be sent when the post(s) receive a comment.
(optional) Customize an automatic Instagram reply to comments on the post(s).
When finished, remember to Save:
Facebook:
From the Kajabi Dashboard, select Marketing - Automations
Click +New Automation
Choose the Facebook Comment-to-Conversation blueprint.
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 your Facebook Page.
When the Post(s) have been selected, click Save Trigger.
You may further customize the automated direct message that will be sent when the page(s) receive a comment.
(optional) Customize an automatic Facebook reply to comments on the post(s).
When finished, remember to Save:
Tip: 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, we recommend skipping this action.
Automated DMs are unaffected. Instagram comment replies are not subject to this limit.
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 | Important:- Keywords are matched as individual words, not exact phrases.- Case doesn’t matter (“HELP” = “help” = “Help”). | What Works:• Single words:
• Numbers:
• Mixed lists:
Exact phrases: `how much`, `discount code`
What Doesn’t Work:• Phrases such as: |
Include Keywords | Comment must contain at least one of these words. | Example Keywords: |
Exclude Keywords | Comment must not contain any of these words. | Example Keywords: |
Combined Rules | Both include AND exclude rules must pass. | Example:- Include: |
Frequently Asked Questions
Automations & Triggers
What happens if I have an existing Inbox automation set up via Meta? Will both Meta and Kajabi automations trigger?
Yes. 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 any types of posts for which Automations are not supported currently?
Currently, automations cannot be built from Facebook album posts because Meta does not support this capability.
Contacts
How do I create Contacts from Universal Inbox conversations?
Click Marketing - Universal Inbox from your Kajabi Dashboard.
Select the Conversation with the person you wish to make a Contact.
Click the “i” icon on the right.
Press +Add Details.
Add the email address for that contact.
(optional) add any relevant tags or notes.
Hit Save to create a new contact:
Account Management
How do I disconnect my account if I want to?
Click Marketing - Universal Inbox from your Kajabi Dashboard.
Select the
…drop-down menu.Click Manage Integrations.
Press Disconnect for the integration you wish to disconnect:
Availability & Limits
Which Kajabi Plan Subscription is this feature available for?
Comment-to-DM and Universal Inbox are available for Growth and Pro plans.
Is there a maximum number of conversations that can appear in the Universal Inbox?
No, there is currently no limit.
What is the maximum file size a customer can upload?
The maximum file size is 8MB for images (due to Meta restrictions) and 25MB for all other file types (after encoding).
Facebook Pages & Data Retention
If a Hero unpublishes a Facebook page, will the messages be retained? Will they be retained if they republish it?
Yes. Messages will still be retained even if the page is unpublished, and they remain available when republished.
Coming Soon
Currently, Universal Inbox integrates with Instagram and Facebook Messenger, but we’re just getting started!
Future updates will bring even more channels into your Universal Inbox, allowing you to connect with your audience wherever they are.