Practical guide
Managing Instagram comments for a shop: from “price?” to a private reply
Under every post and Reel of a shop, comments like “price?” and “DM me” pile up. If they go unanswered, the customer thinks the page does not care; if you write everything publicly, prices and phone numbers stay in front of everyone; and a careless reply to a complaint can damage the page’s reputation.
This guide sorts comments into types, says when to answer publicly and when to move to DMs, and shows how shagerdAi collects comments in the panel. A story reply is not a comment and counts as a DM; for that, see this guide.
Four kinds of comments every shop gets
A buying question: “price?”, “in stock?”
The most important kind. The customer is interested but wants a quick answer. It is best to reply publicly and briefly, then move the rest to DMs.
A complaint or criticism
Late delivery, quality, price. Everyone sees these and your answer is seen too, so they matter more than they look.
Praise and engagement
A simple “thanks” or a heart is enough. You do not need a long text for everyone, but answering the first few shows the page is alive.
Spam and ads
Links, follower offers and ads for other pages. No answer is needed; deleting or ignoring is enough.
When to answer publicly and when privately?
A simple rule helps: anything everyone should see (the product is available, the page link, opening hours) goes public and short; anything that concerns one person (phone number, address, order details, a complaint) goes to DMs. Never write a phone number or address under a post.
The line “I have sent you a DM” after a short public answer reassures the customer and moves the conversation out of everyone else’s sight. Just make sure you really send it.
Comments in shagerdAi
Everything in one tab
Comments on posts, Reels and Live land in a separate tab of the same inbox, next to your DMs, and they are visible even if Telegram is not connected.
Admins are notified
The admin hears about a new comment, and if you connected Telegram you also get a separate topic for comments. Telegram is optional and the panel works without it.
A private reply only with your approval
In this version no automatic private reply is sent to a comment. You decide and confirm, so no message reaches a customer without your knowledge.
Cost
Each successful private reply costs 1,000 toman like any other outbound message. Reading and viewing comments costs nothing.
How to answer a complaint
Listen first
Before defending yourself, repeat the problem in one sentence: “I understand your order arrived late”. A customer who feels heard calms down.
Short in public, solve it in private
One empathetic sentence and an invitation to DMs is enough. Write the details and the fix in DMs. If it is solved, sometimes the customer writes so under the same comment.
Do not delete unless it is abuse or spam
Deleting criticism is usually worse than the criticism, and other customers doubt it. Delete only abuse, threats and ads.
What is not there yet?
An automatic reply under a comment (for example when someone writes a specific word) and automatic private messages are not in the current version. They are on the list of later work and have deliberately not been rushed until admin control is solid.
If you want no comment to slip through right now, just check the comments tab a few times a day and confirm private replies from there. For DMs, keyword rules are ready.
Q&A
- Do comments on posts, Reels and Live all reach the panel?
- Yes, the usual comment types all gather in the Comments tab of the inbox.
- Is a private reply to a comment sent automatically?
- No. In the current version a private reply is sent only after an admin confirms it.
- Do I need Telegram for comments?
- No. Telegram is optional and the panel Comments tab works without it.
- Should I delete a negative comment?
- Only if it is abuse, a threat or spam. Answer ordinary criticism briefly and move the fix to DMs.
Don't lose your comments
Connect your page and see comments and DMs in one inbox.