Who this is for
Businesses whose enquiries arrive as Instagram or Facebook messages: retail, fashion, beauty, restaurants, clinics, training providers and anyone running Meta ads that drive to messages. In Nepal that is a very large group, because a great deal of commerce happens in DMs rather than on websites. This sits within marketing and business automation and overlaps with Instagram and Messenger DM automation.
What it does well
- Comment-to-DM. Someone comments a keyword on a post and receives a message with the details. It is the highest-performing mechanic on the platform and the reason most businesses install ManyChat.
- Instant first reply. Every message answered within seconds with the common information, which stops the enquiry going cold while your team is busy.
- Keyword routing. Price, availability, location and delivery questions answered automatically, with anything else handed to a person.
- Lead capture. Name, phone number and requirement collected in the conversation and pushed to your CRM or spreadsheet rather than staying in the inbox.
- Story reply and mention triggers, which suit businesses whose customers respond to stories more than posts.
- Handoff to a human with the conversation history attached, which is the part that decides whether customers tolerate the automation.
Meta’s messaging rules, which shape everything
These are not optional and they explain why some flows are possible and others are not.
- The 24-hour window. After a user messages you, you may reply freely for 24 hours. Outside it, only specific message types are permitted, so a broadcast to old contacts is not available the way an email list is.
- No unsolicited first messages. You cannot start a conversation with someone who has not messaged you. Every flow begins with a user action: a comment, a message, a story reply or an ad click.
- Automation must not impersonate a person. The flow should make clear a bot is answering and offer a route to a human quickly.
- Policy enforcement is account-level. Aggressive automation risks the messaging permissions of the page itself, which for a business taking most enquiries in DMs is a serious risk.
Built within those rules, it works well. Built against them, it eventually costs you the channel.
What a build includes
- Conversation mapping. The questions you actually get, in the order they arrive, from reading your existing inbox rather than guessing.
- Flow design with an explicit handoff trigger, so nobody gets trapped in a loop.
- Comment-to-DM setup on the posts and ad creatives that drive volume.
- Lead capture and CRM push, so an enquiry becomes a record rather than a message that scrolls away.
- Team handoff process, including who watches the live inbox and how they know a conversation needs them.
- Testing from a real account, including deliberately awkward messages.
- Documentation so your team can edit the replies without me.
What you receive
- Mapped conversation flows built in your own ManyChat account.
- Comment-to-DM triggers on your key posts and ads.
- Lead capture pushing to your CRM or sheet.
- A documented handoff process for the team.
- Written documentation and a walkthrough.
Build pricing is on request; see packages. The ManyChat subscription is paid by you directly, and its free tier is often enough to start.
Next step
Tell me roughly how many DM enquiries you get a week and what most of them ask, on the contact page. If WhatsApp is your bigger channel, WhatsApp Business automation is the better starting point.