Guide: Replies by user, automation and agent
This page: https://commentwatchdog.com/help/insights/replies-by-user-automation-and-agent
Topic: Insights and exports
Time: about 2 minutes
Who can do it: Anyone on your team
Author: https://anantgupta.xyz (Anant Gupta, founder of CommentWatchDog)
Start in the app: https://app.commentwatchdog.com/en/inbox/insights
Result when done: You can see who answered your customers, and how quickly.
Context: Every reply is credited: to the person who wrote it, to the automation that matched, or to the agent that composed it. The table adds an average response time, which is the number most teams actually manage.

Before you start:
1. A reply is credited to whoever sent it, including automations and agents.
2. Response time is measured from the comment to the reply.
3. The table follows your date range and source.

Steps:
Step 1 of 3: Find Total replies sent.
Where: Lower down in Insights, above the table of who replied.
Link: https://app.commentwatchdog.com/en/inbox/insights (Open Insights)
Screenshot: https://commentwatchdog.com/media/shots/insights-replies.en.webp (Total replies sent.)
Screenshot: https://commentwatchdog.com/media/shots/insights-replies-phone.en.webp (The same on a phone.)
You should see: The total for the period, then the breakdown.

Step 2 of 3: Read who replied.
Where: The table lists each user, automation and agent with how many replies they sent and their average response time.
Screenshot: https://commentwatchdog.com/media/shots/insights-replies.en.webp (Replied by: each person, automation and agent.)
Screenshot: https://commentwatchdog.com/media/shots/insights-replies-phone.en.webp (The same on a phone.)
You should see: Who is carrying the load, and how fast each is.

Step 3 of 3: Use it to decide what to automate.
Where: A person answering the same thing a hundred times is a keyword automation waiting to be written. A slow average is usually a notification problem rather than a people problem.
Link: https://app.commentwatchdog.com/en/inbox (Open the app)
Screenshot: https://commentwatchdog.com/media/shots/automation-list.en.webp (Create an automation for the phrase that keeps coming back.)
Screenshot: https://commentwatchdog.com/media/shots/automation-phone.en.webp (The same on a phone.)
You should see: The repetitive answers become an automation, and the rest stay human.

If something is off:
Problem: No replies in this period
Fix: Nobody replied through CommentWatchDog in that range. Replies sent on Facebook directly are not counted here.
Problem: An agent shows a very fast time
Fix: That is expected: an agent replies within its delay setting.
Problem: My name is missing
Fix: You sent no replies in the period, or your replies were sent from another account.

Common questions:
Question: How is response time measured in Insights?
Answer: From the comment to the reply. The Replied by table shows an average per user, automation and agent for your date range and source.
Question: Are automation and AI agent replies counted alongside people?
Answer: Yes. Every reply is credited to whoever sent it: the person who wrote it, the automation that matched, or the agent that composed it, each on its own row of the table.
Question: Does the replies table change with the date range?
Answer: Yes. The table follows your date range and source. Total replies sent is the total for that period, with the breakdown under it.
Question: What does a slow average response time usually mean?
Answer: Usually a notification problem rather than a people problem. And a person answering the same thing a hundred times is a keyword automation waiting to be written.

Related guides:
- Export to CSV or by email: https://commentwatchdog.com/help/insights/export-to-csv-or-by-email
- Agents and keyword automations: which one for what: https://commentwatchdog.com/help/ai-agents/agents-and-keyword-automations-which-one-for-what
- The four counts, and the live and cleanup split: https://commentwatchdog.com/help/insights/the-four-counts-and-the-live-and-cleanup-split

Plain text of this guide: https://commentwatchdog.com/help/insights/replies-by-user-automation-and-agent.md
All guides for assistants: https://commentwatchdog.com/help/llms.txt