Replying to comments with AI, without losing control

The problem with unanswered comments

A comment asking about price, timing or availability is a customer close to buying. If it sits for two days, they have often gone elsewhere. But most owners cannot watch every post all day, and fully automatic replies from generic bots can make things worse: wrong prices, robotic answers to angry customers, or replies to spam.

The right approach sits in between. Let AI handle the easy, repeated questions and thank-you replies, and make sure people handle anything that needs judgement.

What the comment feature actually does

• Collects new comments from your connected Facebook Pages and Instagram business accounts.
• Sorts each one as a question, praise, complaint, spam or other.
• Drafts a short, friendly reply from your Business Profile facts, in your brand voice.
• Runs the same fact checks used for posts, so a reply cannot quote a price or offer you have not approved.
• Marks complaints, refund or order issues, health or legal topics and anything angry or personal as needing a person.
• Leaves spam alone instead of replying to it.
• Records who sent each reply, a person or the assistant, so you can review it later.

How it works, step by step

• Connect Facebook and Instagram through Meta. This needs Meta's app approval for the platform.
• Fill in your Business Profile: services, hours, contact details and any approved offers. The better your facts, the more questions can be answered.
• Open the comments list. Each comment shows its category and a suggested reply.
• Read, edit if needed, and send. Or skip it and reply yourself on the platform.
• If you choose to let the assistant reply on its own, it only does so within the rules: friendly replies to praise and simple questions, on fresh comments, at a limited pace. Everything else still waits for you.

The rules that keep replies safe

Public replies are seen by everyone, so the rules are strict. Replies never invent prices, stock, offers or opening hours. They never ask a person to share private details in public. When the facts cannot answer a question, the suggested reply invites the person to call or message using only the contact details in your profile.

If a reply fails a check, it is not sent. The comment is marked for a person instead, and you are told why.

Who this suits

It suits busy local businesses whose posts get the same questions again and again, such as timings, location, delivery areas and whether a product is in stock. It also suits agencies who look after comments for several clients and want one checked process with a record of every reply.

When to reply by hand instead

Some moments deserve a personal touch even when AI could draft something. A loyal customer sharing a family celebration, a complaint that has gone public, or a sensitive health question should get a careful reply from you. Use the AI draft as a starting point at most.