The Comment That Becomes a Lead

Someone comments a keyword under your post. A minute later they have a DM, answered two questions and landed in the CRM as a lead. Here is how chat automations work in the Social module — and where a human should take over.

A post does well. Dozens of people comment "price" or "info" underneath it. Each one is a person asking to be contacted, and each one gets the same treatment: someone on the team works through the comments the next morning, sends a DM to each, and copies the interesting ones into a spreadsheet. By then half of them have moved on.

The interest was there in the moment. The response was not.

Automations that talk

With the Social module, Swelis One automations work inside chats. The same flow canvas, with triggers built for conversations: someone comments a keyword under any post, one post or the next one you publish; someone sends a message; someone replies to or mentions a story; someone writes for the first time; or someone opens a link, a QR code or the website chat.

The first message under a comment goes out as Meta's private reply, and the chat continues in DMs. Your public comment section stays clean, and the conversation moves to where it can actually go somewhere.

From chat to CRM

The point of the chat is not the chat. It is the lead at the end of it. A flow can collect what you need, record consent, add audience tags and then create a lead in the CRM with the answers attached. If you run Meta ads, it can also send a conversion to Meta, so your campaigns learn which conversations turned into real interest. For people who use the Instant Form instead of DMs, see Your Lead Ads Should Know Who Became a Client.

Messages can carry buttons, quick replies and an image, and an A/B split lets you test two versions of the opening message against each other.

Automate the first minute. Hand over everything after the first real question.

Know when to hand over

The fastest way to ruin a chat automation is to keep a person talking to a bot when they want a human. Two steps prevent that. Sentinel answers responds from your own notes and hands over as soon as a question is not covered or someone asks for a person. Hand over to a person passes the conversation to your team in the Inbox, with everything said so far.

There are guardrails built in, too. A message gets one automated answer, a question a flow is waiting on always gets answered first, and bots only write inside the platforms' 24-hour windows.

A starting flow

  1. Trigger: someone comments your keyword under the post.
  2. Send a message with a short answer and two quick-reply buttons.
  3. Ask and wait for an email address.
  4. Record consent, then create a lead with the answers.
  5. Hand over to a person if they ask anything the flow does not cover.

Six ready-made chat templates are in Templates if you would rather start from one. Either way, test it with your own account before the next post goes out — the comment section is not the place to find out a branch is wrong. And to keep the posts coming that start these conversations, plan a month of them in one afternoon.

Watch a reply go out: the Social scene on our features page answers a comment under a reel.