Guide: Reply as a private message
This page: https://commentwatchdog.com/help/keyword-automations/reply-as-a-private-message
Topic: Keyword automations
Time: about 2 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/inbox
Result when done: Sensitive answers go to the person instead of under the post.
Context: Some answers should not be public: an order problem, a refund, an address, a discount code you do not want everyone to have. An automation can send its reply as a private message instead of a public one. Private-message replies are included from Starter.

Before you start:
1. Meta allows one private reply per comment, within 7 days of it.
2. A private reply lands in Messages, not under the post.
3. If the window has passed, the automation cannot send privately.

Steps:
Step 1 of 3: Switch on Send as private message.
Where: In the automation editor, under the reply. The reply text is the message that will be sent.
Link: https://app.commentwatchdog.com/en/inbox (Open the app)
Screenshot: https://commentwatchdog.com/media/shots/automation-editor-options.en.webp (Send as private message.)
Screenshot: https://commentwatchdog.com/media/shots/automation-editor-options-phone.en.webp (The same on a phone.)
You should see: Matching comments get a message rather than a public reply.

Step 2 of 3: Write it as a message, not as a comment.
Where: A private message is read alone, so it can be longer and more specific: ask for the order number, or give the code.
Screenshot: https://commentwatchdog.com/media/shots/automation-editor-reply.en.webp (Write it as a message.)
Screenshot: https://commentwatchdog.com/media/shots/automation-editor-reply-phone.en.webp (The same on a phone.)
You should see: The conversation appears in Messages, where the person can reply.

Step 3 of 3: Follow it up in Messages.
Where: Messages, on that page. The conversation is there, and you can keep talking within 24 hours of their last message.
Link: https://app.commentwatchdog.com/en/inbox (Open the app)
Screenshot: https://commentwatchdog.com/media/shots/messages.en.webp (Messages: the conversation continues there.)
Screenshot: https://commentwatchdog.com/media/shots/messages-phone.en.webp (The same on a phone.)
You should see: A normal conversation, with the comment that started it as its first message.

If something is off:
Problem: The private message was not sent
Fix: The 7 day window had passed, a private reply had already been sent for that comment, or the person blocks messages from the page.
Problem: The comment still looks unanswered
Fix: It is answered privately: the row says Replied with a private note, and the public post shows nothing.
Problem: I want both
Fix: Use an automation for the public reply and answer privately by hand from the inbox.

Common questions:
Question: Which plans can reply by private message?
Answer: Starter and every plan above it. On Lite, a private-message automation kept from the trial replies in public.
Question: How long after a comment can an automation send a private reply?
Answer: Within 7 days of the comment, and Meta allows one private reply per comment. After the window has passed the automation cannot send privately.
Question: Where does the commenter receive the private reply on Instagram?
Answer: In their Instagram inbox if they follow your account, otherwise in Requests. Meta includes a link to the commented post in the message, and on your side the conversation appears in Messages for that page.
Question: Can I keep messaging the person after the automation replies privately?
Answer: Yes. The conversation is in Messages on that page, with the comment that started it as its first message, and you can keep talking within 24 hours of their last message.

Related guides:
- Reply in public or by private message: https://commentwatchdog.com/help/inbox/reply-in-public-or-by-private-message
- Create an automation: https://commentwatchdog.com/help/keyword-automations/create-an-automation
- Where messages come from: https://commentwatchdog.com/help/messages/where-messages-come-from

Plain text of this guide: https://commentwatchdog.com/help/keyword-automations/reply-as-a-private-message.md
All guides for assistants: https://commentwatchdog.com/help/llms.txt