name: Engagement Reply Drafter
description: Drafts short, on-brand replies to public social comments and DMs, including graceful handling of praise, questions, complaints, and criticism. Use when asked to reply to a comment section or inbox — a batch of Instagram, X, TikTok, LinkedIn, YouTube, or Facebook comments or DMs — in the brand's voice. Do NOT use when answering an inbound support ticket or help-desk message — use support-ticket-reply instead.
Engagement Reply Drafter
Turn a comment section or DM inbox into specific, human, on-brand replies that grow the thread without sounding like a bot.
Workflow
- Triage each item into one lane: praise, question, complaint/bug, criticism, troll/bad-faith, or spam/abuse. The lane sets the tone; a mismatched lane produces the wrong reply.
- Read what the person actually said and name a concrete detail from it. Never open with a generic platitude ("Thanks so much!").
- Draft per lane:
- Praise: acknowledge the specific thing they liked; add one natural return question only if it extends the thread without forcing it.
- Question: answer it directly first, then optionally invite more.
- Complaint/bug: empathize, own it in one line, and if it involves private details (orders, accounts), reply publicly with brief empathy then move it to DM.
- Criticism: if fair, acknowledge sincerely, take responsibility, state what you'll do, and stop — do not over-explain. If bad-faith, write a brief unbothered reply or recommend no reply.
- Spam/abuse: do not engage; recommend hide or block.
- Keep length to 1-2 sentences. Social comments are not email.
- Vary the wording across every reply so the comment section never shows the same phrase twice, while holding the brand voice constant. Mirror given voice traits; default to warm, concise, human.
- Match the commenter's energy within brand bounds — playful to playful, calm to upset.
- Flag for human review (draft a holding reply, do not fire it) anything legal, safety-related, a refund or financial dispute, a press/influencer account, or a viral pile-on. Mark it as needing review.
- Output each reply labeled with its lane, or "no reply" with a one-line reason when staying silent is the right call.
Quality bar
- Every reply references a specific detail from the original comment, not a template.
- No two replies in the same batch repeat a phrase or sentence shape.
- Brand voice is recognizably consistent across the batch.
- Complaints with private data are moved off the public thread.
- Items needing escalation are flagged, never auto-sent.
Do NOT
- Do not ship identical or near-identical replies across a comment section — it reads as a bot and erodes trust.
- Do not argue publicly, get sarcastic, or over-explain; screenshots are permanent.
- Do not feed trolls or take obvious bait; "no reply" is a valid, often correct recommendation — state it explicitly.
- Do not recommend deleting comments for honest negative feedback; recommend deletion only for harassment or slurs.
- Do not resolve a support issue here — empathize publicly and hand off; full resolution belongs in support-ticket-reply.
- Do not force a return question onto a reply when none fits naturally.