# Comment auto reply for Facebook and Instagram in Mujib

> Comment auto reply in Mujib, with a private message the agent drafts, a table where you decide what happens to each kind of comment, and what Meta allows.

The **Comments** page gathers what people write under your Facebook Page's posts and your Instagram account. Replies there come in two kinds: a private message to the person who commented, drafted by the agent, and public replies under the comment. Switch on comment auto reply and the agent answers by itself, following a table you set.

## What do I need for comments to reach Mujib?

A Facebook Page or an Instagram account connected to Mujib on the **Channels** page. Once connected, comments arrive within seconds of being written. The steps are in [Connect Instagram and Messenger](https://docs.mujib.ai/en/start/connect-instagram-messenger/).

- Comments belong to the whole business, not to one branch, so every account that may view the inbox sees them all.
- Replying needs the inbox reply permission; without it, an account can only read them.

The page sorts each comment as a **Question**, **Praise**, **Complaint** or **Other**, and files it in a list:

| List | What it holds |
| --- | --- |
| **Needs your reply** | Comments waiting for your reply |
| **Answered** | Comments that got a private reply |
| **Staff tasks** | Comments you handed to a team member to reach the person another way |
| **Ignored** | Comments you decided not to answer |
| **All** | Everything that arrived |

## How do I reply to a comment with a private message?

Open the comment, review the agent's draft, then send it as a private message to the person on Messenger or Instagram.

1. Open **Comments** and pick a comment under **Needs your reply**.
2. Read the draft in **The private message** and edit it as you like. If there is no draft, write the reply yourself.
3. Press **Send the private message**, then **Send for real — no undo**.
4. If the person answers, press **Open the conversation** and carry on with them in the **Inbox**.

![The private-reply window card on an open comment](https://docs.mujib.ai/shots/en/features-comments-detail.webp "On an open comment, the “Private-reply window” card shows the days left and the deadline for the one private message.")

Meta allows one private message per comment, within 7 days of when it was written, and no editing after sending. The page shows the time left under **Private-reply window**. Once the window is over, make the comment a **Staff task** so someone reaches the person another way, or **Ignore** it.

## How does comment auto reply work?

The agent replies by itself once you switch on **Let the agent answer questions automatically** in the **Auto-reply** view, following the **What we reply to** table you set for each kind of comment.

For each kind you choose what happens: nothing, leaving the comment for you; a reaction; a private reply; a public reply under the comment; or a private reply followed by a public note. When the action has words, you choose who writes them: the agent, from your business information, or a fixed reply you write once and everyone gets as it is. Then press **Save**.

If you never change the table, this is what happens:

| Kind of comment | What Mujib does |
| --- | --- |
| **Question** | A private message the agent writes, then a public note under the comment when public replies are enabled |
| **Praise** | A like on the comment on Facebook; on Instagram, a public reply with a heart when public replies are enabled |
| **Complaint** | A complaint stays with you — nothing automatic answers it, publicly or privately. Someone on the team has to read it. |
| **Other** | Waits for your reply |

- A public reply is always in your own words, never the agent's, and never carries a link.
- One person gets one automatic reply a day on the same post, however many times they comment.
- To link a word such as "price" to a ready reply, use the [keyword replies table](https://docs.mujib.ai/en/features/comment-keywords/).

## When are public replies and hiding comments available?

Public replies under comments and hiding comments are available on request: the Mujib team enables them for your business, because they are published in your Page's name in front of all your followers. Until then, the page shows **Public replies and hiding comments are not enabled for your workspace.**

Once enabled, you get:

- **Reply publicly**: one public reply per comment, published after **Post for real — everyone sees it**, with no editing afterwards.
- **Hide**: hides the comment from your followers while its author still sees it; you can show it again.
- **The public note**: a sentence published under the comment only after the private message has actually arrived. You can write it in up to 5 wordings with **Add a wording**, and the agent rotates them so the same sentence does not repeat under dozens of comments.
- Reactions on Instagram, which are a public reply with a heart.

Liking a comment on Facebook works without this. Replying publicly or hiding a comment from the dashboard needs the **Send broadcasts** permission on an account that covers the whole business, because every follower of the Page sees the result.

## What does Meta allow when replying to comments?

Meta sets rules for replying to comments from outside its apps, and Mujib follows them as they are.

| Rule | What it means for you |
| --- | --- |
| One private message per comment | No second message on the same comment, and no editing after sending |
| A 7-day window | After it, a private reply to that comment is no longer possible |
| A private reply does not open the conversation window | You can carry on only after the person answers, within the twenty-four-hour window |
| No likes on Instagram comments | A reaction on Instagram is a public reply with a heart |

When Meta refuses a reply, the page shows the reason under the comment. See [Meta refused a comment reply](https://docs.mujib.ai/en/troubleshooting/comment-reply-refused/) and [The 24-hour window](https://docs.mujib.ai/en/troubleshooting/meta-24-hour-window/).

## What happens when a post goes viral?

When a post gets more than 200 comments in one hour, the agent stops writing replies on that post for 24 hours, to keep your Page safe with Meta. During that time:

- Questions get one of your fixed replies, in turn, as a public reply under the comment. You write them under **When a post goes viral**: at least 3 and up to 5. Being public, they need public replies to be turned on for your business. Without them, questions wait for you.
- Praise gets a like on Facebook, and the rest waits for you on the comments page.
- A notice at the top of the page says A post is getting lots of comments. From there you can **Turn the agent’s replies back on**; each reply the agent then writes counts toward your usage.

## Frequently asked questions

### Does the agent reply to complaints automatically?

Never. A complaint stays with your team; no automatic reply goes out on it, public or private, and no setting changes that.

### How many times can I reply to a comment with a private message?

Once per comment, within a window that starts when the comment was written, as Meta requires. The message cannot be edited after it is sent.

### Why does Mujib not like Instagram comments?

Mujib cannot like a comment on Instagram, so a reaction there is a public reply with a heart, which needs public replies enabled for your business. Facebook likes always work.

### Does the agent put links in public replies?

No. A public reply under a comment never carries a link; links belong in the private reply only.

### Does the agent's reply to a comment count toward my usage?

A reply the agent writes counts toward your usage; a fixed reply you write yourself does not.

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Source: https://docs.mujib.ai/en/features/comments/ · Last updated: 2026-11-04