# ReplyZen > ReplyZen is an AI-powered social media comment management and engagement platform designed primarily for Facebook and Instagram pages. It helps you manage comments effortlessly, acting like a smart colleague who takes care of moderating and responding to all the comments you receive. **Key Goals:** - Automate comment replies using configurable AI agents. - Moderate comments based on defined rules and AI analysis. - Provide insights into comment sentiment and engagement. - Track user engagement and conversions. - Streamline the management of multiple social media pages. ## Pricing and Trial - **Free Trial:** Start with a 14-day free trial which includes 500 AI replies + 500 AI moderations. - **Pricing Model:** Volume-based pricing determined by your comment volume. All tiers include all AI-powered features. - **Plans:** - **Basic:** $29/month (Up to 500 AI replies/month, Up to 2,500 moderations/month) - **Pro:** $69/month (Up to 1,500 AI replies/month, Up to 7,500 moderations/month) - **Enterprise:** $149/month (Up to 5,000 AI replies/month, Up to 25,000 moderations/month) - **Ultra:** $249/month (Up to 10,000 AI replies/month, Up to 50,000 moderations/month) - **Custom Plans:** Available, contact support for details. ## Alternatives and Competitors - brandwise.ai - commentguard.io - napoleoncat.com ## Help Documentation ### Getting Started #### How ReplyZen works ReplyZen is an **AI-powered solution** that helps you manage comments on your social media pages effortlessly. Think of ReplyZen as your _smart colleague_ who takes care of moderating and responding to all the comments you receive on Facebook and Instagram. This digital colleague is **extremely attentive**. When a comment arrives, ReplyZen analyzes the complete context: the post content, images, videos, and any links you've shared. It creates summaries of this information to use in its responses. It examines _all available context_ to understand the full picture before taking action. Then, based on the **instructions you've provided**, historical data, and its knowledge base, it _intelligently decides_ whether to moderate or respond to each comment. Most importantly, even if you use numerous links across your content, ReplyZen **always knows which specific link is relevant** to include in each response. ##### How to get started with ReplyZen Getting started with ReplyZen is simple and consists of just a few steps: ###### 1. Connect your Facebook and Instagram accounts The first step is to connect your Facebook and Instagram accounts to ReplyZen through our **official app approved by Meta**. This allows us to monitor the comments on your posts and pages in _real-time_. ###### 2. Set up your AI agents Once connected, you can quickly set up AI agents with **pre-configured settings** that work immediately. Most users can simply activate the default agent and start receiving automatic responses right away. ###### 3. What ReplyZen can do for you Your AI agents can automatically respond to inquiries, hide inappropriate comments, and provide relevant links to your products or services—all while maintaining your brand's voice. For each comment, ReplyZen analyzes the intent, sentiment, and determines the appropriate action to take. ### Connections #### How to connect Meta accounts to ReplyZen To start using ReplyZen, you need to **connect your Facebook profile** first. This is necessary because of how the **official Meta APIs** work - ReplyZen needs to authenticate through your personal profile to access your business pages. Your Facebook profile must have at least "**Community Activity**" permission on each page you wish to manage with ReplyZen. You can connect your social accounts by clicking on the "**Connections**" menu and then "**Add Connection**". ##### Connection procedure 1. From the "Connections" section, click on the "**Connect Facebook**" button 2. You will be redirected to the Facebook authorization page 3. Confirm login with your Facebook account 4. Review and accept the permissions requested by the application _Privacy Note: ReplyZen will never post content without your explicit permission. You may log out of your account at any time._ ##### What happens next? After connecting your Facebook profile, ReplyZen now has access to the pages you manage, but **they aren't imported yet**. This two-step process gives you complete control: 1. **First step**: Connect your personal Facebook profile (what we just covered) 2. **Second step**: Import only the specific pages you want to manage in ReplyZen **Example**: If your Facebook profile manages 100 pages, you might choose to import only 2 specific pages to ReplyZen. #### Required Meta permissions ##### Facebook permissions ###### Manage your business - **Purpose**: Verify user permissions on pages. - **Required to**: Ensure full access to ReplyZen features. ###### Manage comments on your page - **Purpose**: Managing Facebook comments - **Needed to**: Perform actions on FB page comments ###### Read content posted on the page - **Purpose**: Access to the content of Facebook posts - **Needed for**: - Providing context to AI - Allow auto-setup of pages via AI - Automatic analysis of page content ###### Manage accounts, settings, and webhooks for a page - **Purpose**: Real-time notification management - **Needed to**: Receive immediate updates on new comments ###### Read user content on your page - **Purpose**: Access to comment details - **Required for**: Reading and analyzing user comments on Facebook ##### Instagram permissions ###### Access profile and posts from the IG Account connected to your page - **Purpose**: Access to the linked Instagram profile - **Needed for**: - Managing comments on Instagram - Access to account username - Reading post data for AI context. ###### Manage comments for the Instagram account connected to your page - **Purpose**: Managing Instagram comments - **Needed to**: Perform actions on IG profile comments ##### Instructions for verification 1. Carefully check the list of required authorizations 2. Verify that all permissions are correctly selected 3. Confirm email address for notifications 4. Click "Save" to complete the process 5. Wait for connection confirmation ### Pages #### Page Management Once you've connected your Facebook profile to ReplyZen (as explained in [How to connect Meta accounts](https://www.replyzen.ai/help/connections/connect-meta-accounts)), the next step is to import the specific pages you want to manage. ##### Importing pages to ReplyZen 1. Navigate to the "**Pages**" section in ReplyZen 2. Click the "**Add Pages**" button in the upper right corner 3. Select the Facebook pages you want to import 4. Choose the Instagram accounts you want to connect 5. New pages will automatically be associated with your active team ##### Instagram requirements Because of Meta's architecture, to use an Instagram profile with ReplyZen: - The Instagram profile **must be a business profile** - The Instagram profile **must be linked to a Facebook page** - You need to add that linked Facebook page to ReplyZen first If you need help connecting your Instagram profile to your Facebook page, you can check [Meta's official guide](https://www.facebook.com/business/help/898752960195806). ### Agents #### Introduction to ReplyZen agents ##### What are ReplyZen agents? A ReplyZen agent is your **AI-powered colleague** that takes care of managing comments on your social media channels. Think of each agent as a _specialized team member_ dedicated to replying and moderating your social comments _(this will maximize your ROI and social engagement)_. **Each agent has:** - Its own **Knowledge Base** specific to your business - A set of **communication preferences** (language, tone, style) - **Decision-making abilities** for when to respond or moderate - **Access to your content** to provide relevant information in responses You can access agents by clicking on the "**Agents**" menu in the ReplyZen dashboard. ##### One agent or multiple agents? ReplyZen gives you **complete flexibility** in how you structure your agents - there are no strict rules: - You can have **one agent manage multiple pages** with different offers, funnels, or brands - Or create **dedicated agents** for specific products, funnels, or brands if you prefer more specialized settings It's entirely up to you! Many users successfully manage diverse pages with a single agent, while others prefer dedicated agents for more tailored responses. _For example:_ You could have one agent handling all your pages regardless of product differences, or separate agents if you want different knowledge bases and communication styles for each product. ##### Creating a new agent To create a new agent, click on the "**Add Agent**" button. The setup process has two main steps: ###### 1. Basic configuration - Give your agent a **descriptive name** that helps you identify its purpose - This name is for _internal use only_ and won't be visible to your followers ###### 2. Selection of pages - View all pages that aren't already assigned to other agents - **Select which pages** this agent should manage - You can modify these assignments later in the agent settings ##### What happens next? Once your agent is created, you'll be able to fine-tune all of its settings: - **Communication style** (formal, casual, friendly, etc.) - **Response scenarios** (what types of comments to respond to) - **Knowledge base** (information about your offers and products) - **Moderation rules** (what content should be hidden) #### Understand and edit agent's settings ##### Getting started with agent settings When you first create an agent, you'll see three main sections in its settings panel: 1. **Interactions**: Control how your agent responds to comments 2. **Moderation**: Manage how your agent filters and hides comments 3. **Additional Context & Instructions**: Fine-tune your agent's behavior ##### "What settings should I focus on first?" If you're just getting started, focus on these essential settings: ###### For interaction (responding to comments): - **Enable Replies with AI**: Toggle ON to let your agent generate responses - **Post Replies Automatically**: Toggle ON to publish responses without requiring your approval If both settings are ON, your agent will fully automate responses. If only "Enable Replies" is ON but "Post Automatically" is OFF, the agent will suggest responses for your approval before posting. ###### For moderation (handling inappropriate comments): - **Enable Moderation**: Toggle ON to activate automatic comment moderation When this is enabled, your agent will hide inappropriate comments based on your settings. ##### Common questions about agent settings ###### "How quickly will my agent respond to comments?" By default, your agent uses the "Natural" response time, which mimics human behavior with varying delays. You can change this to "As soon as possible" in the [advanced interaction settings](https://www.replyzen.ai/help/agents/advanced-interaction-settings). ###### "Will my agent respond in the same language as the comment?" Yes! By default, your agent automatically detects the language of each comment and responds in the same language. ###### "Can my agent include links in responses?" Yes, your agent can intelligently insert links, but it's entirely your choice. You can: - Allow ReplyZen to automatically select the most relevant link from your post - Define a specific fixed link to be used - Choose not to include any links at all Even if you have multiple different links on the same page, ReplyZen is smart enough to select the most appropriate one for each response context. Configure these options in the [advanced interaction settings](https://www.replyzen.ai/help/agents/advanced-interaction-settings). ###### "How do I control what comments get hidden?" The default moderation rules hide clearly inappropriate content. For advanced configuration, including custom moderation rules, visit the [advanced moderation settings](https://www.replyzen.ai/help/agents/advanced-moderation-settings) guide. ###### "Is it mandatory to provide additional context and instructions?" No, ReplyZen works well with the default settings. Additional context is optional and only needed for specific use cases where you want to give your agent extra information or special instructions. ##### Need more control? If you want to fine-tune how your agent works: #### Advanced interaction settings This guide covers all the detailed settings for controlling how your agent interacts with users on social media. ##### "How do I control which posts my agent responds to?" Use the **Respond on** setting (Facebook Only): - **Every post**: Your agent will respond to comments on all posts (ads and organic) - **Only ads**: Respond exclusively to comments on sponsored/promoted posts - **Only organic**: Respond only to comments on non-sponsored posts This is helpful when you want to prioritize responses on specific content types. ##### "Can my agent be selective about which comments to answer?" Yes! Configure the **Response Frequency**: - **Always**: Respond to every comment that meets your criteria - **When relevant**: Only respond when AI determines a reply adds value (e.g., skip emoji-only comments or simple acknowledgments) ##### "Should my agent respond to comments that were hidden?" The **Respond to Moderated Comments** toggle controls this: - When ON: Your agent will still generate replies to comments that were hidden by moderation - When OFF: Hidden comments won't receive responses This is useful if you want to keep engagement with commenters whose content was automatically moderated. ##### "How do I control my agent's communication style?" The **Tone of Voice** setting has five options: - **Direct**: Straightforward, no-nonsense, factual, and clear - **Formal**: Business-like tone with professional expertise - **Balanced**: Neutral approach that maintains engagement - **Warm**: Friendly atmosphere that builds genuine connections - **Lighthearted**: Witty and cheerful with a dash of entertainment Choose based on your brand personality and audience expectations. ##### "Can I make my agent sound more human?" Configure these settings for a more natural feel: - **Use Emojis**: Toggle ON to allow emojis in responses - **Response Time**: - "Natural" adds varying delays to mimic human behavior - "As soon as possible" responds immediately ##### "How does my agent handle multiple languages?" Use the **Language** setting: - **Detect automatically**: The AI determines the appropriate language based on the comment (recommended) - **Specific language**: Force the agent to use a particular language for all responses ##### "Can I control how detailed my agent's responses are?" The **Answer Length** setting gives you three options: - **Concise**: Short, to-the-point responses - **Standard**: Balanced length (recommended for most cases) - **Detailed**: Comprehensive, in-depth responses ##### Advanced link handling ###### "How can I make my agent include links in responses?" The **Append Link** setting (Facebook Only) controls this: - **No**: Never include links - **When relevant**: Let AI decide if a link makes sense in context - **Always**: Include a link in every response ###### "Where do these links come from?" Use the **Link Source** setting: - **Automatic**: AI chooses the most relevant link based on context - **Fixed link**: Always use a specific URL you define ###### "What about link analysis and shortening?" - **Scrape Post Link Content**: When ON, analyzes URLs in the original post to provide better context - **Link Shortening**: When ON, automatically shortens links using cmt.sh ##### FAQ: Common interaction questions ###### "Will my agent like comments automatically?" If you enable **Like Comments Automatically** (Facebook Only), your agent will like all incoming comments. ###### "My agent is responding too much/too little. How do I adjust this?" Try these steps: 1. Adjust your **Response Frequency** setting 2. If using "When relevant," try switching to "Always" for more responses 3. Check if you have enabled responses on the right post types ###### "Why isn't my agent including links in responses?" Check these settings: 1. Make sure **Append Link** is set to "When relevant" or "Always" 2. Verify your **Link Source** setting is configured correctly 3. For Facebook-specific features, remember they don't work on Instagram due to API limitations ###### "How do I make my agent sound more like my brand?" For best results: 1. Choose the appropriate **Tone of Voice** 2. Add brand-specific information in the Additional Context & Instructions 3. Build a comprehensive Knowledge Base with your brand's details and preferred responses #### Advanced moderation settings This guide covers all the detailed settings for controlling how your agent moderates and filters comments on your social media. ##### "How do I control which posts get moderated?" Use the **Moderate on** setting (Facebook Only): - **Every post**: Apply moderation to all posts (both ads and organic content) - **Only ads**: Moderate exclusively on sponsored/promoted posts - **Only organic**: Moderate only on non-sponsored, organic content This is particularly useful for campaigns where you need stricter moderation on specific content types. ##### "Can I automatically hide all incoming comments?" Yes, the **Hide All Comments** toggle: - When ON: All new comments will be automatically hidden as they arrive - When OFF: Comments will only be hidden if they match your moderation criteria This can be useful for campaigns where you want full control over which comments are visible, or during sensitive launches. ##### "What about comments with images or links?" The **Hide Comments with Attachments** setting (Facebook Only): - When ON: Automatically hides comments containing media or links - When OFF: Allow comments with attachments (they'll still be evaluated by other moderation criteria) This helps prevent users from posting potentially inappropriate media or competing links. ##### "How do I create custom moderation rules?" The **Custom Instructions** field allows you to provide specific guidelines in natural language. Here are some examples: - "Hide comments that mention competitors' names" - "Hide comments containing pricing inquiries or complaints" - "Hide comments with political content or discussions" - "Hide comments with profanity or inappropriate language" - "Hide comments that go off-topic from the main discussion" These instructions are processed by AI to create custom moderation logic. ##### Real-world moderation examples ###### For promotional campaigns: ``` Hide comments that ask about price reductions or discounts. Hide comments that mention competitors or alternative products. Hide comments containing negative feedback about previous product versions. ``` ###### For customer service: ``` Hide comments containing personal information (phone numbers, email addresses). Hide comments with excessive profanity or abusive language. Allow comments with product questions but hide off-topic discussions. ``` ###### For content marketing: ``` Hide spam comments or comments with suspicious links. Hide comments that derail the discussion from the main topic. Allow constructive feedback but hide trolling comments. ``` ##### FAQ: Common moderation questions ###### "What happens to hidden comments?" Hidden comments: - Are not visible to the public on your page - Can still be seen by you in the ReplyZen dashboard - Can be unhidden manually if needed - Can still receive responses from your agent if the "Respond to Moderated Comments" setting is enabled ###### "Is there a default moderation behavior?" Yes, even without custom instructions, ReplyZen automatically moderates: - Clear spam content - Harmful or abusive language - Content that violates most social media community guidelines ###### "Why are some comments being hidden that I want to keep?" Check these settings: 1. Review your **Custom Instructions** for rules that might be too broad 2. Make sure **Hide All Comments** is turned OFF 3. If using **Hide Comments with Attachments**, be aware this hides all media/links ###### "Can I see which comments were hidden and why?" Yes! In the ReplyZen dashboard: 1. Navigate to the "Comments" section 2. Filter by "Hidden" status 3. Each comment will show the reason it was hidden (e.g., "Matched custom rule: competitor mention") ###### "How strict should my moderation be?" This depends on your goals: - **Brand protection**: Stricter moderation to prevent negative content - **Engagement maximization**: Lighter moderation to encourage discussion - **Compliance requirements**: Industry-specific rules may dictate your approach Start conservative and adjust based on comment quality and volume. ##### Platform limitations Features marked with **Facebook Only** are exclusively available for Facebook pages due to Meta's API restrictions for Instagram. For Instagram, your moderation capabilities are more limited, focusing on universal moderation rules and custom instructions only. #### Knowledge management The **Knowledge section** allows you to enhance your agent's knowledge base to improve its response quality. Here you can add various materials to help your agent provide **better and more informed responses**. ##### Text documents - Upload documents with **brand information** - Add _policy and guidelines_ - Enter **examples of favorite answers** ##### FAQ - Create a list of **frequently asked questions** with answers - Helps agent _handle common requests_ - Maintain **consistency in responses** ##### Files and resources - Informational PDFs - _Reference material_ - Supporting documents ##### Websites - Links to **relevant web pages** - _Online reference resources_ ### Comments #### AI-powered inbox The **Interactions section** is the control center where you can monitor and manage all comments received on your social pages. The interface is organized to give you a **clear view and complete control** over every interaction. You can reach this section by clicking on the "**Comments**" menu. You can **filter comments** by status, platform and tags. Additionally, you can also filter the comments received from a _specific social profile_ or a _specific agent_. ##### Status of interactions - **All**: view all interactions - **Draft**: responses generated by AI _pending human approval_ - **Unread**: Facebook comments received and _not yet read_ in ReplyZen - **Replied**: comments with AI responses **already posted** - **Hidden**: comments **hidden by AI** If you have enabled "**Enable Replies with AI**" but haven't activated "**Post Replies Automatically**" in the agent's settings, all received comments will appear in the "**Draft**" section. This is because AI will generate responses but won't post them automatically. You can **review and approve** these responses manually from this interface.