When your assistant is active on Facebook/Instagram comments, every new comment is checked first, then handled:
- Deleted automatically: vulgar swearing or abusive comments — in any dialect. They disappear before they hurt your page.
- Kept (not deleted): negative but clean comments like "not good" or "too expensive". Criticism is feedback, not abuse — the assistant replies politely and apologetically, and never thanks someone for a complaint.
- Answered: questions get a helpful reply from your knowledge; nice comments get a short warm thanks.
- Left alone: unclear filler comments — when unsure, the assistant prefers doing nothing over deleting wrongly.
To adjust how replies sound, change the assistant voice in the setup wizard (Voice step).
To turn comment replies on or off per page, use the channels in the wizard Activate step or from Your AI → Chatbot.
Comments and private messages are different rooms
A public comment is read by everyone who follows you. A private message is read by one customer. Your assistant works in both, and you can decide where each individual answer is allowed to be used.
When you write or approve an answer, Where does this answer apply? offers three choices:
- Everywhere — used in private messages and public comments. This is the normal choice.
- Private messages only — when a comment asks this exact question, the assistant answers privately instead of publicly, and the public reply says so.
- Public comments only — used only when replying to comments under your posts.
Use Private messages only for anything you would not want a competitor to read off your post: a price, a discount, an address you only give to buyers. Keep in mind it matches that exact question — for prices specifically, business-wide protection is the more reliable tool, and it can be switched on from the same screen. See Keep your prices out of public comments.
From a comment to a private conversation
When the assistant answers a commenter privately, that becomes a real conversation in your inbox like any other. Facebook and Instagram allow one private reply to a given comment, and only for a limited window after the customer wrote it — so if a comment is old, a private answer may no longer be possible and the assistant replies publicly instead.