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CommunityIntermediate8 min read· Updated Jul 24, 2026

Use the Master Support Superpower

Master Support is an always-on Channel Superpower that automatically replies to social users who seek help. When users comment with specific keywords, Dynamo can send public replies and/or private DMs in a support context — or simply alert you.

You organize behavior into groups, each with its own conditions and replies. The system checks groups top to bottom, so order matters. This tutorial covers activating Master Support, building a group, setting conditions, and configuring public and private replies.

Watch the full walkthrough, or follow the step-by-step guide below.

Before you start

  • A connected Facebook page or Instagram account (see the "Connect a Channel" tutorial).
  • Access to Channel Superpower under the Social community section of the sidebar.
  1. 1

    Activate Master Support

    From the left sidebar, under Social community, open Channel Superpower and select your channel. Find the Master support card — when off it reads "Inactive".

    Click Activate master support to turn it on, then click Edit to configure it.

    Tip: Like other Channel Superpowers, Master Support runs at the page/account level, not per post.

    The Master support card with Activate master support.
  2. 2

    Review the superpower settings

    The left side of the modal holds Superpower settings. Use Activate Superpower on Paid Ads to also run it on all your paid ads.

    Expand Superpower info to read what it does: automatically reply to social users who seek support — they comment with specific keywords, and public and/or private replies are sent in a support context.

    Paid Ads toggle and the Superpower info section.
    About Master support superpower, expanded.
  3. 3

    Understand groups and their order

    The right side lists your Groups. The system checks groups by their order — the top group is checked first — and you can drag a group to change the order.

    Each group shows a summary (for example "Comment contains keyword" plus how many private and public replies it has). Click Add group to create a new one, or the pencil icon to edit an existing group.

    Groups are checked top-to-bottom; drag to reorder.
  4. 4

    Name the group and set conditions

    In Edit group, give the group a name (for example "Need support"). Under Conditions, add a User Action — the most common is Used keyword — and enter the Keywords that trigger it, plus any typos and misspellings.

    Use the icons at the bottom of the Conditions card to add more condition types: a User Property, a Retention Property, and a Social Property. All conditions are combined with AND.

    Group name and the Used keyword User Action.
    User Action options: comment, tag, or keyword.
  5. 5

    Refine with property conditions

    A User Property condition lets you match on profile fields — open the picker and search properties like Login Date, D10x VIP User, Diamonds, Level, or Country.

    A Social Property condition targets engagement state such as New to social, Last seen, Last commented, Last reacted, or Country. A Retention Property lets you match on Last Seen within a number of days.

    Search and pick a User Property.
    Social Property options.
  6. 6

    Choose public replies vs private DMs

    On the right of Edit group, switch between Public replies and Private replies, or flip Alert only to just be notified. Click the help icon to learn the difference.

    Public replies are visible to everyone and are spaced out to meet platform rules, so they are not sent immediately. Private replies (DMs) go only to the commenter and arrive almost instantly.

    Public Reply vs Private reply (DM) explained.
  7. 7

    Set up public replies

    With Public replies selected, add one or more replies (this example has 3). Dynamo rotates through them so responses feel natural. Use @[mention_user] to mention the commenter.

    Use Add public reply to add more, or Load from library to reuse saved replies. Click the pencil on any reply to edit it — the editor offers Upload Media and Assets creator, plus mentions, emojis, and saved snippets.

    Three rotating public replies with edit controls.
    The Edit public reply editor.
  8. 8

    Set up private replies (DMs)

    Switch to Private replies to send a direct message to the commenter. Each reply supports a Message Type, a Title, and buttons — for example an "Our support" button linking to your help destination.

    Add media or use Assets creator, then use Test Message to preview it. Private replies are great for guiding users to a fast resolution.

    Private replies with buttons and Test Message.
    The Edit private reply editor with a button.
  9. 9

    Save your configuration

    When your group is ready, click Save to store it, then Save again on the main modal to apply the superpower to the channel. Use Cancel to discard changes.

    Your groups now run in order, replying to supported users automatically.

    Save to apply Master Support to the channel.

Support runs on autopilot!

Master Support now watches your comments and responds in a support context based on your groups and keywords. Revisit the Channel Superpower page any time to add groups, adjust replies, and reorder your rules.

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