# Instagram Live comment rewards

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This feature is available for the **Advanced and Ultimate** plans
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### Overview

Reward customers with points when they comment on your Instagram Live videos. While you're live, customers who comment earn loyalty points automatically — turning passive viewers into engaged loyalty members.

* **Drive live engagement** — more comments = more visibility in Instagram's algorithm
* **Reward real-time interaction** — points are awarded as customers comment during your live
* **Build community** — encourage customers to show up and participate in your live events
* **Connect social to loyalty** — link Instagram activity directly to your loyalty program

#### When to use this

* Product launches and demos — reward customers for watching and commenting live
* Q\&A sessions — encourage questions during your live stream
* Flash sales — drive urgency and participation
* Behind-the-scenes content — reward loyal followers who tune in

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**Requirements:**

* Instagram **Business** or **Creator** account (personal accounts are not supported)
* Instagram integration connected in Joy admin
* Customers must link their Instagram username in the loyalty widget before commenting
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***

### Step 1: Connect Instagram

Before setting up the program, connect your Instagram account.

Go to **Integrations → Instagram** and follow the connection flow.

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If you've already connected Instagram for Comment, Story Mention, or Story Reply programs, you don't need to connect again — the same integration is shared across all Instagram programs.
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***

### Step 2: Create the Live Comment program

Go to **Reward programs → Earning programs → Add program → Social activity**

Select **Comment on Instagram Live** from the event dropdown.

#### Available settings

| Section                        | Options                                                                                                                                |
| ------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------- |
| **Program info**               | Rule name, Description, Start/End date                                                                                                 |
| **Instagram Business Account** | Your Instagram Business Account URL — displayed on the widget so customers can find your profile                                       |
| **Reward method**              | All members / Member by tier, Points value                                                                                             |
| **Keyword filtering**          | Include keywords (only reward comments containing specific words), Exclude keywords (block comments containing certain words)          |
| **DM Notification**            | Toggle to send a Direct Message when points are awarded. Supports variables: `{points}`, `{customer_name}`, `{balance}`, `{store_url}` |
| **Anti-cheat**                 | Earning limit (once lifetime / X times per period / unlimited)                                                                         |

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**How this differs from the regular Comment program:**

* **No post selection** — live videos are temporary, so there are no specific posts to select
* **No auto-reply** — Instagram API doesn't support public replies to live comments
* Keyword filtering and DM notification work the same way as regular comments
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**Keyword filtering tip:** Use include keywords for "comment X to get Y" campaigns during your live — e.g., set "interested" as the keyword so only customers who comment "interested" earn points. Great for live product demos and flash sales.
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**Shopify Flow alternative:** Joy also supports a native Shopify Flow trigger — **"Customer commented on Instagram live"** — which fires whenever a qualifying comment is detected. You can use this to build custom automations (e.g., send a Klaviyo email, tag the customer, create a Slack notification) instead of or in addition to the built-in DM. Toggle **Use Shopify Flow** inside the program to switch to Flow-based messaging.
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***

### Customer experience

Here's what your customers see and do:

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**Find the program**

Customer opens the **Loyalty Widget** or **Rewards Page** and sees the "Comment on Instagram Live" program under **Ways to Earn**.
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**Link their Instagram account**

Customer clicks the program and enters their **Instagram username** to connect their account. This is how Joy maps the live comment back to the right customer. This only needs to be done once — the same linked account works across all Instagram programs.
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**Join your Instagram Live and comment**

Customer opens **Instagram**, joins your live video, and leaves a comment (must match keyword filters if set).
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**Points awarded automatically**

Joy detects the live comment via Instagram's API and awards points to the customer's loyalty balance. If DM notification is enabled, the customer receives a direct message confirming their points.

The customer can only earn once per live video — multiple comments on the same live don't stack.
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***

### FAQ

**Why can't I see "Comment on Instagram Live" in the event dropdown?**\
Select **Social activity** first when creating the program — the specific event options (including Live Comment) appear in the dropdown after that. Make sure your plan is Advanced or Ultimate.

**Can customers earn from multiple live videos?**\
Yes. Customers earn once per live video. If you go live again, they can earn again (subject to anti-cheat limits).

**Why isn't a customer receiving points?**

* Instagram username not linked in the widget
* Instagram integration disconnected
* Comment blocked by keyword filter
* Anti-cheat limit reached
* Customer commented after the live ended (replay comments are not tracked)

**Does this work with Instagram Reels or regular videos?**\
No. This program only tracks comments during live broadcasts. For regular post comments, use the [Instagram comment rewards](https://help.joy.so/reward-programs/earning-programs/social-activity/instagram-comment-rewards) program.

**Can I use this together with the regular Comment program?**\
Yes. They are separate programs — a customer can earn from both regular post comments and live comments.

**Do emoji-only comments count?**\
Yes, unless you have keyword filters that require specific text.

**What if a customer updates their Instagram username?**\
Customers need to update their Instagram username in the loyalty widget. Points will be attributed to the account linked at the time of the comment.

**Can I see which customers commented on my live?**\
Yes. Go to **Customers → Activities** and filter by this program to see customers who earned points from live comments, along with their linked Instagram username.

**Does this work with a personal Instagram account?**\
No. You must use an **Instagram Business or Creator account** to receive live comment notifications via the API.

**What's the difference between Live Comment, Comment, Story Reply, and Story Mention?**

* **Comment rewards** — customer comments on one of your posts (public, visible to all)
* **Live Comment rewards** — customer comments during your live broadcast (real-time, ephemeral)
* **Story Mention rewards** — customer tags your account in their own story (reaches their followers)
* **Story Reply rewards** — customer sends a direct reply to one of your stories (private, one-on-one)