Frequently asked questions

AI replies & credits

How is AI usage counted? One credit = one person, on one automation. The first time the AI replies to that person counts once; every follow-up in the same conversation is included free, no matter how many messages are exchanged — so a lead saying “thanks” and asking three questions is still just one credit. (If that person later triggers a different automation, that's a separate conversation — and a returning lead in a new month counts as a new one.) Your allotment is shown in Settings. Full details in AI conversation top-ups.

Do my Comment-to-DM automations use credits? No. Sending automated DMs is always unlimited and free. A credit is only used when the AI takes over a conversation (e.g. someone replies with your AI trigger keyword). Even after credits run out, your automated DMs keep sending.

Which automations use AI? AI replies work on DM auto-reply only. Comment replies always use your own saved templates.

What's included with my plan? Pro includes a set number of AI conversations each month. Some plans are unlimited under our fair-use policy. Lifetime and AppSumo plans include a one-time grant of AI conversations that never expires, then you can add more.

Need more? Buy a top-up pack anytime from Settings (one-time — the credits never expire), or connect your own Gemini key to run AI with no credit limit at all. See AI conversation top-ups.

Can I use my own AI key (BYOK)? Yes — connect your own Google AI (Gemini) or OpenRouter key in Settings and AI replies run unlimited, with zero credits used (Google bills you for your own usage). How to set it up →

What if I run out of AI credits? Your saved template replies take over automatically, so leads still get answered — you just won't get AI-written replies until you top up, connect your own key, or (on monthly plans) your allotment resets.

What if the AI is temporarily down? Same — your template replies take over automatically.

Can I control what the AI says? Yes — a single instruction sets tone, offer, and boundaries. See AI replies.

Getting started & features

How fast can I get started? Under two minutes — connect your account through Meta's official login (no password needed), create an automation with the visual wizard, and you're live. No coding required.

How is Komently different from other DM tools? Most tools use unofficial browser automation that puts your account at risk. Komently runs on Meta's official APIs and adds features others don't — 7-Day Rewind, Action Cards (button DMs), Lead Capture with email gating, Follow-to-Unlock, and built-in link tracking — across both Instagram and Facebook from one dashboard.

What types of automations can I create? Comment-to-DM (auto-DM on a keyword comment), story-reply automation, keyword-based DM auto-reply, public comment auto-reply, and Follow-to-Unlock. You can combine these with Lead Capture and Action Cards.

What's the 7-Day Rewind feature? Rewind retroactively DMs everyone who commented on a post in the last 7 days — so if you set up an automation after a post takes off, you still catch the comments you missed. The 7-day window is Meta's rule, and sends are paced in safe daily batches (large posts are processed over multiple days). It's a paid-plan feature — see 7-Day Rewind for how the limits work.

Does a keyword have to be the whole message, or just appear in it? By default it just has to appear — link fires on “can I get the link?”. Matching ignores case and accents. If you want a keyword to fire only when the message is exactly that word, wrap it in quotes: "yes" matches “Yes!” and “yes 🙌” but not “yes please”. See Keywords.

Accounts & plans

How many images or audio files can I store for Media DMs? It depends on your plan — Pro includes 150 files / 300 MB; AppSumo tiers and legacy plans have their own allowances. Your exact numbers are shown in the meter at the top of the media picker. Images are compressed on upload (typically under 0.5 MB each), so the file count is usually what matters. Need more? Contact support and we'll raise it. See Send images & audio in DMs.

How many accounts can I connect? Each plan has a combined limit shared across Instagram and Facebook. Pro includes up to 5 total — any mix of Instagram accounts and Facebook Pages. Higher tiers and Enterprise support more, and Pro and AppSumo Tier 3 can add slots with the extra accounts add-on.

Do you support both Instagram and Facebook? Yes — connect either or both, with the same automation types. Personal Instagram accounts need to be switched to Business or Creator first (30 seconds in Instagram settings).

Do I need to share my password? Never. You connect through Meta's official login and grant specific permissions — we never see or store your password.

Can I try it free? Yes — the Free plan includes 1,000 DMs per month with Komently branding and a limited number of automations. Upgrade for unlimited DMs and premium features.

Billing & safety

Is it safe for my account? Komently uses the official Instagram and Facebook APIs and paces sends within Meta's limits — no password sharing, no scraping, no risky tricks.

How does billing work? Plans are monthly or yearly via Razorpay, with lifetime options where available. See the pricing page for current rates.

What happens when I hit my Free plan limit? Your automations simply pause until the next cycle — no surprise charges and no data loss. Upgrade anytime to unlock more, or wait for the reset.

Can I cancel or downgrade anytime? Yes — no contracts and no cancellation fees. You can downgrade to Free anytime and keep using Komently with free-tier limits.

Is there a Lifetime Deal? When available, we offer a limited lifetime deal — pay once, use forever, with premium features and no monthly fees. Check the pricing page for availability.

Still stuck? Email support@komently.com and we'll help.