Replying quickly and kindly builds trust, but it takes time. AI can draft replies in your voice so you can respond faster. You should still review every reply, especially for complaints. Here are prompts for each situation.
Set up once
Paste your brand voice brief and add: “You help me reply to customer comments and reviews. Keep replies short, warm and specific. Never promise refunds, discounts or policies I haven’t stated. Never ask for personal information publicly.”
Comment replies
- “Write 5 short, varied replies to positive comments on a post about [topic], so I’m not repeating ‘Thank you!’ every time.”
- “A follower commented: ‘[comment]’. Write a reply that answers their question and invites them to [next step].”
- “Someone asked the price in the comments. Write a friendly reply with the price [price] and how to book.”
DM replies
- “Write a friendly DM reply to someone asking about [service] availability. Offer two times and the booking link.”
- “Write a reply to a DM from someone interested in a collaboration. Ask for their media kit and rates politely.”
- “Write 3 saved reply templates for our most common DM questions: [questions].”
Positive review replies
“Write a reply to this 5-star review: ‘[review]’. Thank them by first name, mention one specific detail they shared, and invite them back. Under 50 words.”
Negative review replies
“Write a calm, professional reply to this negative review: ‘[review]’. Acknowledge their experience without arguing, apologize for how they felt, briefly state what we’re doing about it if true: [action], and invite them to contact [email/phone] to resolve it privately. Do not admit legal fault or share private details. Under 80 words.”
Mixed review replies
“Reply to this 3-star review: ‘[review]’. Thank them for the positives, address the concern honestly, and invite them to give us another try.”
Prompt systems for busy owners
Church Media Prompt Pack
Beauty Editorial Prompts
Ad Creative Concept Prompts
Rules for AI replies
- Always read and edit before posting.
- Personalize with names and details.
- Never paste private customer data into AI tools.
- Take serious complaints offline quickly.
- Do not use AI to write fake reviews. It is deceptive and the FTC has rules against fake reviews.
Engagement grows when you reply. See our engagement post ideas, and restaurants should also read how to respond to restaurant reviews. The full AI workflow is in ChatGPT for social media.