Comment auto reply for Facebook and Instagram in Mujib
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?
Section titled “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.
- 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?
Section titled “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.
- Open Comments and pick a comment under Needs your reply.
- Read the draft in The private message and edit it as you like. If there is no draft, write the reply yourself.
- Press Send the private message, then Send for real — no undo.
- If the person answers, press Open the conversation and carry on with them in the Inbox.
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?
Section titled “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.
When are public replies and hiding comments available?
Section titled “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?
Section titled “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 and The 24-hour window.
What happens when a post goes viral?
Section titled “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.