Answer comments and DMs faster

Most comments and messages ask the same handful of things: price, hours, availability, how to book. This guide helps you write a short, friendly answer to each one once, save it where you reply, and spend your time on the messages that really need you.

Before you start

• Access to the comments and messages on your business account.
• Your current prices, hours, booking link, delivery or service area, and anything else people ask about.
• About 45 minutes for the first version. After that, a few minutes whenever something changes.
• An AI chat tool such as ChatGPT, Claude, or Gemini for step 3. You can also write the replies yourself.

Want to do it yourself?

Difficulty

4 out of 10

Estimated completion time

1–2 hours to build the reply set

Skills you’ll need: Write accurate public and private replies, remove customer details, and personalize each message before using it.

I’ll do it myselfI’d rather get help

How this helps your brand

Helpful public and private replies make it easier for interested people to get an answer and continue. Linking to clear website information or booking steps reduces unnecessary back-and-forth while preserving a personal response.

1. 1

   Step 1: List the questions you answer every week

   Scroll back through the last month of comments and messages. Write down every question that comes up more than once, in the words customers use. Most businesses end up with eight to fifteen.

   Next to each one, write the correct answer and any link people need, such as your booking page or price list.

   Tip: Don’t forget the questions you get by phone or email. They’re usually the same ones, and the replies work there too.

2. 2

   Step 2: Take out anything private

   You only need the questions, not who asked them. Remove names, phone numbers, order numbers, and anything personal before you paste anything into an AI tool.

3. 3

   Step 3: Write a short public reply and a private one for each

   A public comment is read by everyone, so it should be short and point people to the next step. A private message can give the full answer.

   Paste your questions and answers into an AI tool with the prompt at the end of this guide. It writes both versions for each question. Then edit them so they sound like you, and check every price, time, and link.

   For questions answered on your website, include the exact relevant page in the private reply rather than always sending the home page. Test its phone, form, or booking action yourself. When the same question keeps returning, improve that page’s answer and update the saved reply together; a helpful website can reduce repetitive messages while a person handles exceptions.

   • Public reply: one or two lines, warm, and a clear next step, such as “We’ve sent you a message” or “You can book at the link in our profile.”
   • Private reply: the full answer, any link, and a question that moves things on, like “What day works best for you?”

   Tip: If you used the guide “Teach AI your brand voice”, paste your voice guide in first. The replies will need much less editing.

   Illustrated exampleOne question, two useful replies

   ?

   Customer question

   “How much is your flower workshop, and how do I book?”

   Public comment

   Our Saturday workshop is $45. You can book at the link in our profile.

   Keep it brief

   One answer + one next step

   Visible to everyone

   Leave personal details out

   Private message

   [NAME], our flower workshop is $45 per person, Saturdays at 10 am. Book at example.com/workshops. How many people would you like to book for?

   Give the full answer

   Price, time, booking link

   Keep it moving

   End with a useful question

   Example business details. Check your own price, time and link before saving either reply.

4. 4

   Step 4: Save the replies where you answer messages

   Saving the replies inside the app means you can drop one in with a couple of taps. Most platforms call these saved replies or quick replies. Menus change often, so if you can’t find it, search the platform’s official help pages for “saved replies”.

   • Instagram and Facebook: look for saved replies or quick replies in your business inbox, either in the app or in Meta Business Suite. Some also let you set an automatic answer to common questions.
   • TikTok: business accounts have messaging tools that can include automatic replies to common questions.
   • LinkedIn: messaging tools for company Pages are more limited, so keep the replies in a note on your phone.
   • Google Business Profile: Google ended chat on Business Profiles in 2024, so people contact you by phone, website, or review. Use the guide “Respond to a bad review or angry comment” for review replies.

   Tip: Wherever the app falls short, a note on your phone with each reply under a short heading works fine. Copy, paste, and adjust.

5. 5

   Step 5: Start every reply with something personal

   A saved reply should never look like a saved reply. Before you send it, add the person’s name or one line about what they said: “Thanks Sam, that colour is a favourite of ours too.” It takes five seconds and it’s the difference between helpful and robotic.

   Anything that isn’t a simple question, such as a complaint, a refund, a problem with an order, or anything sensitive, gets a personal reply from you, not a template. Move it to a private message and deal with it yourself.

   Illustrated exampleChoose the right kind of reply

   Read the message firstThen choose how to answer.

   1. Repeated question

      “My sister and I want to visit. Are you open Saturday?”

      Personalize a saved reply ↗

      Thanks Sam, we’d love to see you both! We’re open 9 am–5 pm on Saturdays. What time suits you?

      Add a line about what they said.
   2. Order problem

      “My delivery arrived damaged.”

      Take over personally ↗

      I’m sorry your flowers arrived damaged. I’ll message you so we can sort this out.

      Move to a DM and handle the problem yourself.

6. 6

   Step 6: Keep the replies up to date

   An old price in a saved reply causes more trouble than a slow answer. Whenever a price, time, or policy changes, update the reply on the same day.

   Once a month, look at the messages you answered by hand. If the same new question came up three or more times, add a reply for it.

I run [what your business does] for [who your customers are]. I answer comments and messages on [platform].

Here are the questions people ask most often, with the correct answers and any links:
[paste your list]

My tone is [for example: friendly and relaxed, or warm but professional].

For each question, write:
1. A public comment reply under 30 words that answers briefly and points to the next step.
2. A private message reply under 80 words that gives the full answer and ends with a question that moves things on, such as which day suits them.

Start each private reply with [NAME] so I remember to personalise it. Give each pair a short label I can use to find it quickly.

Write in plain, friendly English that sounds like a real person, not a bot. Use only the answers I’ve given you. Don’t invent prices, times, policies, discounts, or promises, and if an answer is missing, write [ADD ANSWER] instead of guessing.