Guide: Private replies: one message, 7 days, then 24 hours
This page: https://commentwatchdog.com/help/platforms/private-replies-one-message-7-days-then-24-hours
Topic: How Facebook and Instagram behave
Time: about 3 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
Result when done: You know exactly when you may message a commenter, and how often.
Context: Meta allows a business to answer a comment privately once, within seven days of the comment. After the person replies, the conversation may continue for 24 hours from their last message.

Before you start:
1. One private reply per comment. A second is not allowed unless they answer.
2. The seven days run from the comment, not from when you read it.
3. Once they reply, the 24-hour rule takes over.

Steps:
Step 1 of 3: Send the private reply from the comment.
Where: The composer, then Send as private message. It is offered while the window is open and the comment has not had one.
Link: https://app.commentwatchdog.com/en/inbox (Open the inbox)
Screenshot: https://commentwatchdog.com/media/shots/reply-composer.en.webp (Send as private message, in the composer.)
Screenshot: https://commentwatchdog.com/media/shots/reply-composer-phone.en.webp (The same on a phone.)
You should see: The message lands in Messages, and the comment is marked Replied with a private note.

Step 2 of 3: Continue in Messages.
Where: The conversation is in the Messages tab for that page, with the comment as its first message. The reply window there is 24 hours from their last message.
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: Time left on the window, above the composer.

Step 3 of 3: Know when it closes.
Where: After 24 hours without a message from them, the window closes and the composer says so. Their next message opens a new one.
Screenshot: https://commentwatchdog.com/media/shots/messages-closed.en.webp (A closed window.)
Screenshot: https://commentwatchdog.com/media/shots/messages-closed-phone.en.webp (The same on a phone.)
You should see: A plain statement rather than a message that fails.

If something is off:
Problem: Send as private message is not offered
Fix: The seven days have passed, or a private reply was already sent for that comment.
Problem: I need to send a second message
Fix: Only after they reply. Until then, answer publicly instead.
Problem: Instagram Live comments
Fix: A private reply to a Live comment can only be sent during the broadcast.

Common questions:
Question: Does the seven day window start when the comment is posted or when I read it?
Answer: When the comment is posted. The seven days run from the comment, not from when you read it. Send as private message is offered while the window is open and the comment has not had one.
Question: Where does a private reply show up for the person who commented?
Answer: On Instagram it lands in their inbox if they follow the account, otherwise in Requests, with a link to the commented post. In CommentWatchDog it appears in the Messages tab for that page, with the comment as its first message.
Question: How do I know how long I have left to message a commenter?
Answer: The time left is shown above the composer in Messages: 24 hours from their last message. After 24 hours without a message from them the window closes and the composer says so; their next message opens a new one.
Question: Can a keyword automation send the private reply for me?
Answer: Yes. Keyword automations can reply to a comment publicly or as a private message, or archive it. Meta's rule still applies: a business may answer a comment privately once, within seven days of the comment.

Related guides:
- Reply in public or by private message: https://commentwatchdog.com/help/inbox/reply-in-public-or-by-private-message
- The 24-hour reply window: https://commentwatchdog.com/help/messages/the-24-hour-reply-window
- Where messages come from: https://commentwatchdog.com/help/messages/where-messages-come-from

Plain text of this guide: https://commentwatchdog.com/help/platforms/private-replies-one-message-7-days-then-24-hours.md
All guides for assistants: https://commentwatchdog.com/help/llms.txt