Reply to a comment privately by DM
Answer a Facebook or Instagram comment with a private message instead of a public reply.
Some comments are better answered in private, like an order problem or a question that needs personal details. You can reply to a Facebook or Instagram comment with a DM, straight from the comments inbox.
Send a private reply
- Open the comment in Social Inbox > Comments.
- In the reply box, click the Reply via DM button (the chat bubble icon).
- Write your message.
- Click Send DM.
The comment's status changes to Replied via DM. The conversation continues in Social Inbox > DMs once the person writes back.
Rules from Meta
- Private replies work on Facebook and Instagram comments only.
- You can send one private reply per comment. After that, the button shows Already replied via DM.
- Meta only allows a private reply within 7 days of the original comment.
- You can't send a private reply to a comment your own page wrote.
- A private reply can't include an image.
Reply by DM automatically
Comment automations can send their AI replies as DMs:
- Go to AI Assistant > Automation > Socials, pick a Facebook or Instagram account, and stay on the Comments tab.
- On the Needs Reply Comments card or a Smart Label card, add Auto Reply. (The All Comments card doesn't offer this option.)
- Tick Reply via DM under it.
If the same card also has Hide Comment, Reply via DM is turned on for you and can't be turned off. See Comment automations.
To send a coupon code or link to everyone who comments a keyword, use DM campaigns instead.
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