Enable Yuma AI Social: how do we connect Instagram/Facebook to handle comment moderation and route sales questions to DMs?

Most brands connecting Instagram and Facebook to Yuma AI Social want two things: clean, safe comment sections and a smooth way to turn sales interest into private conversations. This guide walks you through how to enable Yuma AI Social, connect your Meta accounts, and configure it to moderate comments while routing sales questions into DMs automatically.

1. Prerequisites before you connect Instagram and Facebook

Before enabling Yuma AI Social for comment moderation and DM routing, make sure you have:

A Facebook Page for your brand
An Instagram Business or Creator account
Your Instagram account properly connected to your Facebook Page
Admin access to the Facebook Page (not just editor or advertiser)
A Yuma AI Social account with access to social channels

If your Instagram account is not yet linked to your Facebook Page:

Open the Instagram app.
Go to Settings & privacy → Accounts Center.
Select Add accounts and connect your Facebook profile.
Ensure your Instagram Professional account is connected to the correct Facebook Page.

Yuma AI Social uses the Meta API, so this connection is required for it to manage comments and DMs.

2. Connecting Facebook and Instagram to Yuma AI Social

Once prerequisites are in place, you can connect your Meta assets inside Yuma AI Social.

Step 1: Go to Social Channels in Yuma

Log in to your Yuma AI (helpdesk) dashboard.
Navigate to Settings or Integrations (wording may vary depending on your plan).
Choose Social or Yuma AI Social.
Click Connect Social Channels or Add Channel.

Step 2: Authorize with your Facebook account

Click Connect with Facebook (Meta).
A Meta login window will open:
- Log in with the Facebook profile that has Admin permissions on your Page.
When prompted, grant Yuma AI Social:
- Access to manage your Facebook Pages
- Access to manage Instagram accounts linked to those Pages
- Permissions to read and reply to messages and comments

Do not toggle off any pages during the Meta permissions flow unless you are sure you never want Yuma AI Social to manage them. Removing permissions can prevent Yuma from moderating or replying.

Step 3: Select which Pages and accounts to enable

After Meta authorization:

Yuma AI Social will show a list of your Facebook Pages and linked Instagram accounts.
Enable the specific Page(s) you want Yuma to manage.
For each selected Facebook Page:
- Confirm that the associated Instagram account is visible and switched on (if you want Instagram moderation too).
Click Save or Connect to finalize.

At this point, Yuma AI Social is technically connected, but you still need to configure how it behaves for comment moderation and DM routing.

3. Enabling AI comment moderation via Yuma AI Social

Once your Meta accounts are connected, you can turn on AI-powered comment moderation.

Step 1: Open the comment moderation settings

In your Yuma AI Social settings, choose the relevant Facebook Page/Instagram account.
Navigate to Comment Moderation or Moderation Rules.
You’ll see options such as:
- Auto-hide comments
- Auto-reply to comments
- Flag comments for review
- Apply AI filters (spam, toxicity, sales intent, etc.)

Step 2: Choose how aggressive the moderation should be

Most teams start with a conservative setup, then adjust:

Hide clearly harmful content
- Turn on AI detection for:
  - Hate speech
  - Harassment/insults
  - Explicit content
  - Obvious spam (bots, scams, link drops)
- Action: Auto-hide and flag for review.
Filter low‑quality spam
- Turn on detection for:
  - Repetitive emojis
  - Irrelevant promo links
  - “Follow me” spam
- Action: Hide or move to spam.
Flag uncertain content instead of auto-hiding
- For borderline content (e.g., negative feedback, sarcasm), set action to:
  - Send to inbox/queue for human review
  - Do not auto-hide

This ensures you don’t accidentally hide legitimate customer concerns.

Step 3: Define reply behavior to regular comments

Yuma AI Social can either:

Leave comments untouched and only moderate harmful ones, or
Proactively respond to certain kinds of comments (e.g., FAQs, praise)

For a balanced setup:

Enable AI-powered suggestions:
- Yuma drafts replies in your helpdesk/social inbox, and a human approves or edits them.
Auto-reply only to simple, low-risk comments, such as:
- “Love this!”
- “Looks great”
- “Amazing”
Configure your tone and style:
- Brand voice (friendly, professional, playful, formal)
- Default sign-off (e.g., “– The [Brand] Team”)
- Language preferences (e.g., reply in the same language as the commenter)

4. Routing sales questions from comments into DMs

The key part of “Enable Yuma AI Social: how do we connect Instagram/Facebook to handle comment moderation and route sales questions to DMs?” is using AI to identify sales intent in comments and move those conversations into private messages.

Step 1: Let Yuma AI detect sales intent

In the Yuma AI Social settings for your connected channels:

Open Automation, AI Rules, or Intent Detection.
Enable Sales / Purchase Intent detection.

Yuma can detect comments that indicate buying interest, such as:

“How much is this?”
“Do you ship to [country]?”
“Is this available in size M?”
“Where can I buy this?”
“Can I get a discount?”

You can usually adjust sensitivity so Yuma isn’t too aggressive or too passive in labeling sales intent.

Step 2: Create a rule: “When sales intent, send DM”

Set up an automation rule similar to:

Trigger: Comment detected with Sales / Purchase Intent
Conditions (optional):
- Channel is Instagram or Facebook
- Post type is product launch / promotion / ad
- Language is [your main language]
Actions:
1. Send a DM to the user
2. Optionally: Reply to the comment to acknowledge publicly
3. Create/assign a conversation to the Sales or Support team in your helpdesk

This way, your public feed stays clean but you still show responsiveness, and the actual selling moves to a private, trackable conversation.

Step 3: Design your DM templates for sales questions

Prepare DM templates within Yuma AI Social so responses are consistent and fast. Examples:

General purchase interest
“Hey [Name]! Thanks for your interest in [product].
Here’s the link with pricing, colors and stock: [URL].
If you tell me your size/location, I can confirm availability for you.”

Pricing question
“Hi [Name]! The current price for [product] is [price].
We’re offering [any promo] right now.
Would you like help choosing the right size or variant?”

Shipping question
“Hey [Name]! We do ship to [country/region].
Standard shipping usually takes [X–Y] days.
If you share your city or ZIP code, I can give you a more precise estimate.”

Yuma AI can personalize these automatically using customer name, product, post context, and your store’s data (if connected).

5. Handling the public comment when a DM is sent

In addition to sending a DM, it’s often smart to post a short public reply to show you responded.

Configure your rule like this:

Action 1 – Post a public reply:
“Thanks for your question, [Name]!
I’ve just sent you a DM with all the details so we don’t miss anything.”
Action 2 – Send DM with the details (as above).

This gives you:

Public proof of responsiveness
A private channel for personal information, pricing, or discounts
Cleaner comment threads focused on engagement, not complex back-and-forths

6. Assigning routed sales DMs to the right team

Routing sales questions to DMs is useful only if they’re handled quickly. Ensure Yuma AI Social is mapped to your internal workflows.

Step 1: Map DMs to your helpdesk inboxes

In Yuma AI:

Open Inbox / Routing settings.
For Instagram DMs and Facebook Messages coming from Yuma AI Social:
- Route sales-intent conversations to a Sales or Pre‑Sales inbox.
- Route support-intent conversations to Support/Customer Care.

Use AI intent detection to automatically label conversations as Sales or Support.

Step 2: Set SLAs or priority rules

If available in your plan:

Assign a higher priority to sales-intent DMs.
Configure time-to-first-response goals (e.g., within 10–15 minutes during business hours).
Set up notifications for your sales reps when a new sales DM arrives.

This ensures that your Enable Yuma AI Social configuration doesn’t just move messages—it helps close deals.

7. Recommended best practices for comment moderation and DM routing

To get the most out of your enable-yuma-ai-social-how-do-we-connect-instagram-facebook-to-handle-comment-mod setup:

Start with monitoring before full automation

First 1–2 weeks:
- Enable AI detection but set actions to “Suggest only” or “Flag for review”.
- Watch how Yuma labels comments and refine your rules.
After that:
- Turn on auto-hide for obvious spam/hate.
- Turn on auto-DM for clear sales intent.

Maintain a human review loop

Regularly review:
- Hidden comments (in case of misclassification)
- Sales-intent comments and DMs (to improve templates)
Adjust your:
- Keyword filters (e.g., common slang your audience uses)
- Language and tone guides for the AI

Stay transparent but subtle

When DMs are automated, keep them:
- Helpful and human-sounding
- Short and direct
Avoid overly robotic text; include casual phrases your team actually uses.

8. Troubleshooting common connection and moderation issues

Instagram/Facebook won’t connect to Yuma AI Social

Check:

Does your Instagram account show as Professional (Business/Creator) in Instagram settings?
Is it linked to the same Facebook Page you picked during Meta authorization?
Do you have Admin access to that Page in Facebook?
Have you granted all requested permissions during the Meta OAuth flow?

If you changed permissions after the fact:

Go to Facebook → Settings & privacy → Settings → Business integrations.
Find Yuma AI Social or your connected app.
Remove and re-add it, granting full access to the relevant Pages and Instagram accounts.
Go back to Yuma AI Social and reconnect.

Yuma is not hiding or replying to comments

Verify:

The correct Page and Instagram account are enabled in Yuma AI Social.
Comment moderation is turned on for those channels.
The rule conditions are not too strict (e.g., limited to a particular post type or language).
The comments actually match the rules (e.g., they do contain sales intent or harmful content).

DMs are not being sent when sales questions appear in comments