Who gets a reply, and who never does

For agents

Guide: Who gets a reply, and who never does

This page: https://commentwatchdog.com/help/ai-agents/who-gets-a-reply-and-who-never-does

Topic: AI agents

Time: about 3 minutes

Who can do it: Owner, Administrator or Manager

Author: https://anantgupta.xyz (Anant Gupta, founder of CommentWatchDog)

Start in the app: https://app.commentwatchdog.com/en/settings/agents

Result when done: The agent answers the people you want answered and stays out of everything else.

Context: Three settings on the automation draw the line. Where says which posts and ads it works on. Which comments says what it answers there: any question, a topic, or keywords. Skip some comments, under Advanced settings, names the kinds it must leave alone whatever else matches. On top of those, some comments always go to a person: an upset customer, a refund, a safety matter, abuse, and anyone who posted their own phone number or email.

Before you start

1. Any question is the usual choice: every comment that needs an answer, with thanks, emoji, tags and spam left alone.

2. Hidden and deleted comments are never answered, so what your moderation rules catch gets no reply.

3. A reply you wrote yourself goes first: a comment one of your own reply automations answered is not answered again by the agent.

Steps

Step 1 of 4: Set Where.

Where: Step 1 of the automation that places the agent. Any post or ad covers everything, now and later, and can be narrowed to Ads only or Posts only. Choose posts keeps it to the ones you pick, and Your next post waits for the next one you publish. With Any post or ad, Leave a post out excludes single posts.

Link: https://app.commentwatchdog.com/en/settings/agents (Open AI agents)

Screenshot: https://commentwatchdog.com/media/shots/agent-mode-where.en.webp (Where: any post or ad, ads only, posts only, or chosen posts.)

Screenshot: https://commentwatchdog.com/media/shots/agent-mode-where-phone.en.webp (Where on a phone: Any post or ad, with Ads and posts under it; Choose posts is below.)

You should see: The step's summary names the place, such as Any post or ad.

Step 2 of 4: Set Which comments.

Where: Step 2. Any question: every comment that needs an answer. A topic: only comments about a subject you defined, however they are worded. Keywords: only comments with one of the words you list.

Screenshot: https://commentwatchdog.com/media/shots/agent-mode-which.en.webp (Which comments: Any question, A topic or Keywords.)

Screenshot: https://commentwatchdog.com/media/shots/agent-mode-which-phone.en.webp (The same on a phone.)

You should see: The line under the choice says what is left alone.

Step 3 of 4: Skip the comments it should leave alone.

Where: Advanced settings, at the bottom of the automation, then Skip some comments: Only a tag (@someone), Only emoji, Replies to another comment, and With these words. A comment with one of the words gets no answer even when it asks something, so legal words, competitor names and anything that should reach a person belong there.

Screenshot: https://commentwatchdog.com/media/shots/agent-mode-options.en.webp (Advanced settings: Skip some comments.)

Screenshot: https://commentwatchdog.com/media/shots/agent-mode-options-2-phone.en.webp (The same on a phone.)

You should see: Those comments get no answer and no draft; a real question beside them still gets its answer.

Step 4 of 4: Decide about thanks and compliments.

Where: The last block of Advanced settings: Answer every comment, not only questions. Off, the agent answers questions. On, thanks and compliments get a reply too, and it uses more AI credits.

Screenshot: https://commentwatchdog.com/media/shots/agent-mode-options.en.webp (Answer every comment, not only questions.)

Screenshot: https://commentwatchdog.com/media/shots/agent-mode-options-2-phone.en.webp (On a phone it is the last row of Advanced settings, here at the bottom of the screen beside the Preview button.)

You should see: With it on, visible comments of every kind get a reply, except the ones you skip.

If something is off

Problem: It is answering praise

Fix: Answer every comment, not only questions is on. Switch it off under Advanced settings.

Problem: It missed a real question

Fix: The agent judged it was not a question for the business. Which comments count as questions, under Advanced on the agent, is what decides that, and you can change it.

Problem: A complaint got no answer

Fix: On purpose. Upset customers, refunds and wrong charges, health, legal or safety matters, abuse, and personal details posted in public get no automatic reply; the comment says Left to you and waits for a person.

Problem: It replied under its own reply

Fix: Tick Replies to another comment under Skip some comments.

Common questions

Question: Which comments does an AI agent answer by default?

Answer: With Any question, every comment that needs an answer from the business. Thanks, emoji, tags and spam are left alone, and so are hidden comments and anything one of your own reply automations already answered.

Question: What kinds of comments can I stop the agent from answering?

Answer: Under Skip some comments: a comment that is only a tag, only emoji, a reply to another comment, or any comment with words you list. A question that tags someone is still answered; a comment with a listed word is not, even when it asks something.

Question: Are there comments the agent never answers on its own?

Answer: Yes. An upset customer, refunds and wrong charges, health, legal or safety matters, abuse, and a comment that shows the customer's own phone number, email or card always go to a person.

Question: Can two AI automations answer the same comment?

Answer: No. One comment gets one answer. A chosen post goes before ads or posts, which go before every post; keywords go before any question. Two automations on the same footing show as a clash in the editor, and you choose.

Related guides

How the agent decides Needs reply: https://commentwatchdog.com/help/ai-agents/how-the-agent-decides-needs-reply

Drafts first, or replies by itself: https://commentwatchdog.com/help/ai-agents/draft-mode-or-auto-mode

Tone, delay, mention and archive: https://commentwatchdog.com/help/ai-agents/tone-delay-mention-and-archive

Plain text of this guide: https://commentwatchdog.com/help/ai-agents/who-gets-a-reply-and-who-never-does.md

All guides for assistants: https://commentwatchdog.com/help/llms.txt