AI smart replies for reviews, DMs and comments

What happens to the comments and DMs you never get to?

Every ad you run generates a second campaign you did not plan: the comment section. Questions about sizing, shipping and stock pile up under your posts, and every unanswered one is read by hundreds of people deciding whether to trust you. DMs are worse, because the person asking is usually one reply away from buying and one silence away from leaving.

Smart Reply watches your connected Facebook page and Instagram account and treats every incoming comment and DM as work to be done. Each message is read, classified by sentiment and priority, and answered in your brand voice. Nothing sits in a feed hoping someone on your team scrolls past it.

How Smart Reply works from first comment to sent answer

You connect your Meta account once, and Smart Reply starts pulling in comments and direct messages from Facebook and Instagram alongside your Shopify store connection. Every message lands in one inbox where you can filter by channel, platform, status, sentiment and priority, so an urgent complaint never hides behind fifty fire emojis.

For each message the AI drafts a reply using everything it knows about your store. You choose what happens next per channel: full auto-reply where the AI sends on its own, or draft mode where every reply queues in Drafts for Review and waits for your click on approve and send. You can edit any draft before it goes out, or skip it entirely.

A confidence threshold sits underneath both modes. You set a percentage, and any reply the AI is less sure about is held for your review instead of sent. Slide it to zero and everything sends; slide it to one hundred and everything waits for you. Most merchants land somewhere in between and move it as trust builds.

Moderation: spam and abuse handled before customers see it

Not every comment deserves a reply. Some deserve to disappear. Smart Reply can automatically hide comments that contain keywords you define, which is how merchants deal with spam links, scam warnings pasted by bots, and competitors dropping their store name under your ads.

Negative sentiment gets its own treatment. Instead of auto-replying to an angry customer with a cheerful template, Smart Reply can flag negative comments for human review, so the messages that need judgment get judgment. Everything hidden or flagged is recorded in the Moderation Log, where you can see exactly what was actioned and why, and reverse anything you disagree with.

Why the replies sound like your store and not like a bot

Generic auto-responders fail because they answer from nothing. Smart Reply answers from your business: it reads the same shared knowledge base that powers Zyberon's customer support agent, including your business context and the answer intents you have already trained. Configure it once and both tools stay in sync, with no duplicate data entry.

On top of that shared knowledge you can set a brand name, a brand tone and a support email specifically for social replies. When a question is too big for a comment thread, the AI knows where to send the customer instead of guessing. The result is a reply a customer cannot distinguish from one your team wrote, because it is built from the same facts your team would use.

Test it before you trust it

You do not have to find out how Smart Reply behaves by watching it perform live on your ad account. The Test console lets you type any comment or DM and see exactly what would happen: the reply it would send, whether it would auto-send, hold for review, or hide the message as spam.

Each test result takes feedback. Mark a reply good and you confirm that this kind of answer fits this scenario; mark it bad and note what was wrong, and future replies avoid it. It is the fastest way to tune the system to your standards before switching auto-reply on, and a safe place to probe edge cases afterwards.

Once live, the Analytics tab shows sentiment across your comments and messages over time and volume by channel, so you can see not just that everything got answered but how your audience's mood is trending, and where the conversation actually happens.

You stay in control of every reply

Smart Reply follows the rule that runs through all of Zyberon: the AI acts, you approve, and nothing irreversible happens without a path back to you. Draft mode holds every reply for explicit approval. The confidence threshold routes anything uncertain to review even when auto-reply is on. The Moderation Log keeps a record of every hide and flag.

A master toggle pauses all automation instantly, and each channel can be switched between automatic and reviewed independently, so you might auto-reply to comments while personally approving every DM. Start with everything in draft mode, watch what the AI writes, and hand over channels one at a time as it earns them.

Smart Reply also does not work alone. It shares its knowledge base with Zyberon's customer support agent, so a policy you teach in one place applies in both, and the volume it handles on social feeds the same picture of your customers that the rest of the platform learns from.