How automations work
Triggers, steps, keyword matching, and how a flow runs on every message
An automation is a trigger followed by a chain of steps. When a message, comment or event matches the trigger, Arolead runs the steps in order for that one person. You draw the chain in the builder; there is no code.
Triggers
| Trigger | Fires when | Channel |
|---|---|---|
| Comment keyword | Someone comments on a post with a matching word | Instagram, Facebook |
| DM keyword | Someone sends a DM with a matching word, or any DM at all | Instagram, Facebook Messenger |
| Story reply | Someone replies to a story, optionally with a keyword | |
| Live comment | Someone comments during a live | |
| New follower | Someone follows the account | |
| WhatsApp keyword | Someone messages your number with a matching word | |
| Inactivity | A lead has not replied for N days | Any |
Keyword matching can be contains, exact, or starts with. Matching ignores case. A DM trigger can also be set to any message, which catches everything that does not match a more specific automation. Arolead checks keyword automations first, then an active AI bot session, then any-message catch-alls, so a specific keyword always wins.
Steps
- Public reply: posts a reply under the comment. Instagram and Facebook only.
- Send DM / Send template: sends a private message. For a comment trigger this uses Meta's private reply, which only works within 7 days of the comment.
- WhatsApp message / WhatsApp template: a free-form message inside the 24-hour window, or an approved template outside it.
- Condition: branches on new contact (first ever message from this person) or has tag.
- Delay: waits before the next step.
- Capture input: asks a question and stores the answer on the lead.
- Set field / Move stage / Add tag: writes to the lead record. See lead pipeline.
- AI response: answers from your uploaded documents, and branches to answered or escalate. See AI replies.
- Ask for a human: sends Yes/No buttons; Yes flags the lead as needing attention.
- Cross-channel handoff: moves the conversation to another channel, for example from an Instagram comment to WhatsApp.
- Request rating: asks for a satisfaction score at the end.
- Stop: ends the automation for this person.
Limits that apply
- Free runs 3 active automations and adds a 30-minute delay to replies after the first 50 each month. Paid plans have no cap and no delay.
- Story triggers need Pro or Agency.
- One automation runs per matching event. If two automations match the same comment, the more specific keyword match wins.
Testing an automation
Turn it on, then comment or message from a second account, not the connected account itself. Each automation has a run log under Automations that shows what fired and what was sent.