The prompt
Score 10 of 10, Excellent
Use it when Your posts get questions, praise, complaints and the odd troll, and you want replies in your brand voice that answer people and know when to move a conversation private.
- {{platform}}
- {{business}}
- {{facts}}
- {{voice}}
- {{comments}}
Full prompt and why it works
Prompt
Draft replies to the comments below, left on our {{platform}} posts by members of the public. I manage social media for {{business}}, and I will review every reply before posting. Replies are public, so they speak to everyone reading the thread, not only the commenter. Facts I can use (policies, prices, hours, links, help contact): """ {{facts}} """ Our voice: {{voice}} The comments, one per line, with the post each was left on: """ {{comments}} """ For each comment, give: 1. Type: question, praise, complaint, suggestion, spam or abuse. 2. Action: reply, reply and move to private messages, hide or report, or no reply. 3. The reply, under 50 words, in our voice. Questions get the answer from the facts above. Praise gets a specific thank-you rather than the same line every time. Complaints get an acknowledgment and an offer to sort it out privately, with how to reach us, and no argument in public. Format: a numbered list in the same order as the comments. An example of the form only: 3 | complaint | move to private messages | "Sorry your order arrived damaged, that is not what we want. Please send us a message with your order number and we will take it from there." Do not answer with facts that are not listed above, promise refunds, replacements or dates, or ask anyone to post order numbers, addresses or account details in public. Never reply to abuse or obvious spam; mark it to hide or report under the platform's rules. If a comment mentions a safety issue, a legal threat, someone getting sick or hurt, or something that could become news, mark it "Escalate before replying" and do not draft a reply. If you cannot tell what a comment means, for example sarcasm or a reference to something not in the thread, say so instead of guessing.
Variables
- {{platform}}
- Where the comments are, for example "Instagram" or "Facebook".
- {{business}}
- Your business or brand name.
- {{facts}}
- Facts replies can use: opening hours, prices, policies, links, and how customers reach you privately.
- {{voice}}
- How you sound, for example "friendly and plain, first names, no corporate phrases".
- {{comments}}
- The comments, one per line, each with the post it was left on.
Why it works
- Who it's for. Replies are written for everyone reading the thread, not just the commenter, which is why complaints move to private messages instead of being argued in public.
- What to avoid. Replies use only listed facts and never promise refunds or ask for order details in public, so a reply cannot create a new problem.
- If unsure. Safety issues, legal threats and anything that could become news are marked for escalation with no draft, and unclear comments are flagged rather than guessed.