Set up DM Keyword Automation

What DM Keyword Automation does

DM Keyword Automation starts when someone sends your Instagram account a qualifying direct message.

You can use keywords to control which messages trigger the automation, or leave the keyword list empty so any qualifying inbound DM can start it.

Story replies are handled separately by Story Reply automations, and button taps such as Continue do not start a DM keyword automation.

Create a Direct message automation

1. Open Automations.
2. Select New automation.
3. Under Choose how your automation starts, select Direct message.
4. Configure the keyword rules.
5. Add at least one response under Send them a DM.
6. Select Save Draft.
7. When the setup is ready, select Start Automation.

Saving the draft does not activate the automation.

Configure the keyword rules

Under When someone sends a DM, use What keywords trigger this? to add the words or phrases that should start the automation.

Keywords are optional. If you leave the field empty, every qualifying inbound DM can match.

Any keyword

Choose Any keyword when the message should trigger if it contains at least one configured keyword.

For example, if the keywords are price and guide, either of these messages can match:

• "Can you send the price?"
• "I want the guide"

All keywords

Choose All keywords when the message must contain every configured keyword.

If the keywords are price and course, a message containing both can match, while a message containing only one will not.

Exact

Choose Exact when the full message must equal one of the configured keywords.

For example, if you add guide and pricing, either guide or pricing can match exactly.

Matching is case-insensitive, so GUIDE, Guide, and guide are treated the same. Leading and trailing spaces are ignored.

Punctuation is not automatically removed. If you rely on Exact, make sure the keyword reflects what people are likely to type.

Build the response

After the trigger, configure what the person should receive.

The current Direct message automation flow includes:

• Before the main response
• Send them a DM
• Follow up

Under Before the main response, you can turn Opening Message On or Off.

If Opening Message is On, ZayDM sends it first and waits for the person to tap Continue before sending the main response.

You can also configure Follow Gate when Opening Message is On.

Under Send them a DM, choose Add response, then select Text message or Card message.

Card messages can include a Destination using Paste URL or Upload file. You can also add an image using Paste URL or Upload image.

If Opening Message is Off, the main response is sent after the DM trigger matches. If Opening Message is On, the person must complete Continue and any enabled Follow Gate step first.

Save and start the automation

When you first create the automation, select Save Draft.

After the draft exists, use Save changes while editing it.

When you are ready for the automation to run, select Start Automation.

These actions are separate:

• Save Draft creates an inactive automation.
• Save changes updates an inactive automation.
• Start Automation activates it.
• Stop Automation stops an active automation so you can edit it again.

An automation needs at least one configured response before it can be saved and started.

Some features can be configured while the automation is inactive even if your current plan does not include them. ZayDM checks eligibility when you start the automation and shows an upgrade or billing action when needed.

Test the automation

Use another Instagram account for testing.

1. Confirm the correct Instagram account is connected and healthy in ZayDM.
2. Confirm the automation has been started.
3. From another Instagram account, send a new DM.
4. If you configured keywords, make sure the message matches the selected Match type.
5. If Opening Message is On, tap Continue.
6. Complete Follow Gate if it is enabled.
7. Confirm the main response arrives.

Do not test by messaging the connected business account from itself. Self messages are not treated as qualifying inbound DM triggers.

If the keyword list is empty, a qualifying inbound DM can trigger the automation even when the message contains no keyword.

How Story Replies are handled

A normal Instagram inbox message is evaluated by Direct message automations.

A reply sent through the Instagram Story interface is handled by Story Reply automation instead.

If your workflow should start from Story replies, create a separate Story Reply automation rather than relying on a DM keyword automation.

See Set up Story Reply Automation for the Story Reply flow.

How Smart Follow-Ups interact with inbound DMs

A genuine inbound customer DM stops pending Smart Follow-Ups for that person.

That same inbound DM can still be evaluated against your active Direct message automation and start a new matching flow.

Button taps and postbacks such as Continue are different. They do not count as new DM keyword triggers and do not behave like a genuine inbound customer reply.

See How Smart Follow-Ups work for follow-up behavior.

Common issues

The automation is saved but does not run

A saved draft is inactive. Open the automation and select Start Automation.

The keyword does not match

Check What keywords trigger this? and Match type.

Remember:

• Any keyword needs at least one keyword to appear.
• All keywords needs every configured keyword to appear.
• Exact needs the entire trimmed message to equal one configured keyword.
• punctuation still matters for Exact matching.

An attachment-only DM does not trigger my keyword rule

A qualifying inbound message with an attachment can reach the DM automation path, but if you configured keywords, the automation still needs message text that matches those keywords.

If you want qualifying inbound DMs to match without text, leave the keyword list empty.

I am testing from the connected account

Self messages are ignored for DM keyword matching. Test from another Instagram account.

The Opening Message arrived but the main response did not

If Opening Message is On, the person must tap Continue first. If Follow Gate is enabled, that step may also need to be completed before the main response is sent.

The trigger or automation cannot be started

Your current plan, active automation allowance, monthly automated DM usage, or another eligibility rule may be preventing activation or delivery.

Use the Upgrade plan or Review billing action shown in ZayDM instead of relying on fixed plan limits in this guide.

If the automation still does not work after checking these settings, see Automation not triggering.