10 reply templates for comments and messages

Most comments are one of ten kinds. Here is a reply for each. Change the names and details: a reply that sounds copied is worse than a short honest one.

In the EU, about 78% of accommodation and food businesses with 10 or more employees used social media in 2025 (Eurostat). Your customers are already writing to you there.

Four house rules

1. Reply within a day.
2. Keep the answer public, move private details (orders, addresses, phone numbers) to DM.
3. Answer facts once. Never argue twice.
4. Hide spam. Don't delete complaints.

The templates

1. Price question in comments

Hi {name}, sent you the price list in a message. Prices for {product} start at {price}.

2. "Is it available?"

Yes, until {day}. Want me to put one aside? Send a message with your name.

3. Opening hours

Open {days}, {hours}. All hours are in the pinned post.

4. A complaint

Sorry, {name}, that's on us. Can you send your order time in a message? We'll sort it today.

Then do it, in DM, the same day. Afterwards, one public line: "Sorted with {name} in DM, thank you for telling us."

5. A compliment

Thank you! {one true detail: "The Saturday batch comes out at 8."}

6. A question you can't answer in public (medical, legal, personal)

Good question, and it depends on your situation. Send us a message or book a {visit/consultation} and we'll look at it properly.

7. A suggestion

Noted, thank you. We'll tell you here if we try it.

8. Someone tags a friend

Hi both! {Product} is back on {day}.

9. A competitor or troll

We're happy to answer questions about our {product} here or in DM.

One reply, then stop.

10. Spam or a scam link Don't reply. Hide the comment and report it. Never click the link.

For DMs: the first reply

Hi {name}, thanks for writing. {Answer in one or two sentences.} Anything else I can help with?

If you use an automated first reply, say so in the message ("This is an automatic reply; a person reads every message within a day") and keep that promise.

Sources

• Eurostat, "Social media - statistics on the use by enterprises" (accommodation and food service activities, 78.25% in 2025), ec.europa.eu/eurostat, checked 2026-10-06.
• Templates are editorial examples.

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