Answering questions: drafts or replies that send on their own
Choose Off, Draft for me or Send on its own for questions in your comments, pick a tone, and approve drafts.
Updated
On Setup, the Answer questions row replies to questions in your comments in your voice. It has three settings.
| Setting | What happens |
|---|---|
| Off | Questions are left for your team. They still show in the Needs reply view in Activity. |
| Draft for me (the default) | CommentGate writes a reply and waits. Nothing is posted until someone sends it. |
| Send on its own | Clear questions get a reply straight away. Anything it is less sure about is drafted for you instead. |
Under it, Tone sets how replies sound: Friendly, Professional or Short.
Where drafts wait
- In Activity, open the comment: the draft is already in the reply box. Edit it if you like and press Send (or Cmd+Enter).
- All drafts together are in Setup, Advanced, Replies, Waiting for approval.
Each draft can be changed without typing it yourself. Write what to change in Change it ("shorter, warmer, mention free returns") and click Redraft. Discard draft throws it away.
Approving, editing and discarding drafts all teach CommentGate how you like to answer.
Better answers
- Write a line of guidance on Setup and set your voice. See Guidance in your brand's voice.
- Add answers you give often (shipping times, sizing, returns) under Setup, Advanced, Replies, Knowledge. CommentGate picks the ones that fit each comment. It does not add answers there on its own: you decide what goes in.
- Replies are written in the commenter's language. See Languages.
Some things are never answered alone
Comments on your Always ask me about list, like chargebacks or legal threats, always wait for a person, even with Send on its own.
Platform limits
- Instagram does not accept a reply to a hidden comment.
- TikTok and YouTube accept replies to top-level comments only.
- YouTube limits how many replies can go out each day across every app, so replies there are kept for real questions.
Related
- Guidance in your brand's voice Tell CommentGate about your brand in plain words, and set the voice every reply uses.
- Comments and replies in other languages CommentGate reads comments in any language, is more careful before hiding outside English, replies in the commenter’s language, and translates for you.
- Every switch on Setup, in plain words What each hide switch on Setup catches, which are on from the start, and how to set one account differently.
- Activity and its views Every comment on your accounts and ads in one place, and what Needs review, Needs reply, Hidden, Replied, Archive and Bin each show.
Still stuck?
Tell us what you were trying to do and what happened. A person replies, usually within one business day.