How a rule is matched
When a DM arrives, Trentzy checks your enabled rules in priority order and sends the first reply that matches. Each rule has one or more keywords and a matching mode.
- Exact: the whole message equals the keyword. Good for menu-style replies ("1", "2").
- Contains: the keyword appears anywhere. The default, good for "price", "delivery", "size".
- Starts with / Ends with: useful for codes like "ORDER 1234".
- Regex: full pattern matching for advanced cases, for example a pincode or a phone number.
Priority and fallbacks
Rules are evaluated top to bottom. Put specific rules first ("cash on delivery") and general ones later ("delivery"). A fallback rule with no keywords, placed last, catches anything else and can hand the conversation to a human by tagging it in the inbox.
Create a rule
- 1Go to Automations, DM rules, and press New rule.
- 2Add keywords and pick the matching mode.
- 3Write the reply. Add quick-reply buttons so the customer can tap instead of type.
- 4Optionally attach a product, which sends a product card with price and Buy button.
- 5Set the priority and press Create.
The 24-hour window
Instagram lets a business send free-form messages within 24 hours of the customer's last message. Automated replies to an incoming DM are always inside the window. Follow-ups you send from the inbox later than 24 hours may be rejected by Instagram; the inbox shows the window status on each conversation.
Questions
Each incoming message is matched once. If someone sends "price" twice they get the reply twice; use a cooldown on the rule if you want to limit that.
Not yet. It is on the roadmap; today a fallback rule can say when you reply.