# Reply200 Help Center: full documentation
> Reply200 is an AI that manages your comment sections. It reads every comment across your Facebook, Instagram, TikTok, and YouTube pages, figures out what the person actually wants, and takes the right action (reply, hide, like, or ignore) in your voice, on your terms.
---
## Before You Start
Everything you need to know before signing up: what Reply200 does, who it's for, which platforms it supports, and how pricing works.
### What is Reply200?
URL: https://reply200.com/docs/before-you-start/what-is-reply200
Reply200 is an AI that manages your comment sections. It reads every comment across your Facebook, Instagram, TikTok, and YouTube pages, figures out what the person actually wants, and takes the right action (reply, hide, like, or ignore) in your voice, on your terms.
It works on ads, posts, and live streams. No templates, no rules to write. Connect your pages and it handles the rest.
#### How to use these docs
**[Before You Start](https://reply200.com/docs/before-you-start/)**: What it does, who it's for, supported platforms, pricing, and how it compares to other tools.
**[Getting Started](https://reply200.com/docs/getting-started/)**: Linking your Facebook, Instagram, TikTok, or YouTube account, permissions, and troubleshooting.
**[Dashboard](https://reply200.com/docs/dashboard/)**: Navigating stats, statuses, usage tracking, and managing active pages.
**[How It Works](https://reply200.com/docs/how-it-works/)**: Voice replicas, reply logic, spam detection, goals, and customization.
### What does it actually do?
URL: https://reply200.com/docs/before-you-start/what-does-it-actually-do
- **Replies** in natural, brand-matching language generated from your public profile and content.
- **Hides** spam, toxicity, and irrelevant bait before it affects performance.
- **Recognizes** the type of content we're operating under (ad, post, video, or live stream) and shifts the objective accordingly (e.g. CTR, visibility, trust).
- **Chooses the right action**: we don't just auto-reply. We react, ignore, or hide when that's the better move.
You focus on the strategy. We handle the comments.
### Who is this for?
URL: https://reply200.com/docs/before-you-start/who-is-this-for
Reply200 is built for performance-focused operators: media buyers, content creators, agencies, and anyone managing multiple pages or accounts with heavy comment activity.
If comments affect your ad performance, take up your time, or damage trust, we handle them for you.
### Is this for media buyers, influencers, or brands?
URL: https://reply200.com/docs/before-you-start/is-this-for-media-buyers-influencers-or-brands
Yes, and each gets a different kind of value:
Media buyers
Recover lost clicks, reduce ad costs, and maintain cleaner performance signals.
Influencers
Cleaner threads and more meaningful engagement without replying manually.
Brands
Protect reputation, filter noise, and turn comment sections into real conversion drivers.
Whatever your role, we adapt to how you work.
### Which platforms are supported?
URL: https://reply200.com/docs/before-you-start/which-platforms-are-supported
Reply200 works with **Facebook**, **Instagram**, **TikTok**, and **YouTube**, across ads, posts, videos, and Facebook live streams.
- **Facebook**: ads, posts, and live streams
- **Instagram**: ads and posts (Instagram Live is not supported due to API limitations)
- **TikTok**: videos
- **YouTube**: videos and ads ([connecting a channel](https://reply200.com/docs/getting-started/how-do-i-get-youtube-access))
More on each one: [Facebook](https://reply200.com/facebook-comment-bot/), [Instagram](https://reply200.com/instagram-comment-moderation/), [TikTok](https://reply200.com/tiktok-comment-bot/), [YouTube](https://reply200.com/youtube-comment-moderation/).
You can connect any combination of platforms and activate moderation and engagement on any approved Business Manager (BM), Page, TikTok account, or YouTube channel.
### Can I use this with Facebook and Instagram?
URL: https://reply200.com/docs/before-you-start/can-i-use-this-with-facebook-and-instagram
Yes. You can connect:
- **A Facebook profile** to manage Business Managers (BMs), Pages, and linked Instagram accounts.
- **An Instagram professional account** directly, if it's not linked to a Page.
- **A TikTok account** of any type (Personal, Creator, or Business).
- **A YouTube channel**, through the Google Account that owns it.
Once connected, we handle comments on any approved BM, Page, or account under your access.
### Does it work with Facebook Groups?
URL: https://reply200.com/docs/before-you-start/does-it-work-with-facebook-groups
No. Facebook's API does not allow third-party tools to moderate Groups.
We only work on Pages, where you post public content or run ads.
### Can it reply to DMs, WhatsApp, or Messenger?
URL: https://reply200.com/docs/before-you-start/does-it-reply-to-dms-or-messages
Not yet. Reply200 works on **public comments** under your posts, ads, and live streams (Facebook, Instagram, TikTok, and YouTube). It doesn't reply in DMs, WhatsApp, or Messenger.
More is on the way: **DMs** first, then **X**.
Building something custom? We have an **API in private beta**. Tell support your use case and we'll see what's possible.
### Does it work on personal accounts or only Business?
URL: https://reply200.com/docs/before-you-start/does-it-work-on-personal-accounts-or-only-business
- **Facebook** requires Page access. We can't work on personal profiles or timelines.
- **Instagram** must be a Professional account (Creator or Business). Personal profiles are not supported by Meta's API, so no third-party tool can access them.
- **TikTok**: any account type works (Personal, Creator, or Business).
- **YouTube**: any channel works. You sign in with the Google Account that owns it.
### What gets pulled in?
URL: https://reply200.com/docs/before-you-start/what-gets-pulled-in
When you link your **Facebook** profile, we pull in only the Business Managers (BMs), Pages, and any Instagram accounts linked to those Pages that you authorize during Meta's app authorization flow.
You can also link a standalone **Instagram** Professional Account directly: no Facebook required.
For **TikTok**, linking your account gives us access to your posts. No Business Manager or Page selection is needed: just log in and approve.
For **YouTube**, you sign in with Google and you choose the channel you want. A Google Account can hold several channels, so you pick the one Reply200 should work on.
You stay in full control, always.
### Can I use it across multiple pages/accounts?
URL: https://reply200.com/docs/before-you-start/can-i-use-it-across-multiple-pagesaccounts
Yes. You can:
- **Connect** multiple Facebook, Instagram, TikTok, and YouTube profiles.
- **Manage** any Business Manager, Page, or linked Instagram account under those profiles.
- **Control** everything from a single dashboard: filter by profile, BM, or asset.
No account switching. No reconnecting. We built it to scale, whether you manage 1 Page or 100.
### What languages are supported?
URL: https://reply200.com/docs/before-you-start/what-languages-are-supported
All of them. We automatically detect the language of each comment and reply in the same language.
There is no language setting to configure. It just works. Whether your audience writes in English, Spanish, Arabic, Portuguese, French, German, or any other language, we respond naturally in that language.
### Do I need to install anything?
URL: https://reply200.com/docs/before-you-start/do-i-need-to-install-anything
No. There is nothing to install: no plugins, no browser extensions. Just connect your profile and you're live.
We handle everything in the cloud.
### How does pricing work?
URL: https://reply200.com/docs/before-you-start/how-does-pricing-work
We offer clear monthly plans, each including a fixed number of processed comments.
A **processed comment** is any comment that we've hidden, deleted, replied to, reacted to, or intentionally ignored.
Actions you take in the Reply200 dashboard add no charge. A comment we already categorized still counts if you answer, hide or delete it on the platform before our scheduled action. Comments in categories you switched off stay free, even if you reply yourself.
If you reach your monthly limit, we pause comment processing until your next billing cycle. You can **upgrade your plan** at any time to get a higher limit and resume immediately.
We never bill trial comments, comments over a spend cap or comments on a page that lost access. Cool off pauses replies when a platform rate limit or your page's reply cap is reached. During Cool off, comments it holds back and likes are free. Hides and replies that still go out are billed.
#### Plans overview
Start
$29 /mo
**3,000** comments included
~$0.010 per comment
Boost
$54 /mo
**6,000** comments included
~$0.009 per comment
Pro
$96 /mo
**12,000** comments included
~$0.008 per comment
Save **20%** with yearly billing.
Each plan includes a **7-day free trial** (card required). All plans side by side: [reply200.com/pricing](https://reply200.com/pricing/).
#### Enterprise
Enterprise is a pay-as-you-go plan at **$0.006 per comment** with no monthly limit. There are two ways to get it:
- **Upgrade directly**: a one-time **$400 prepaid balance** is required to activate. Once that's spent, the plan switches to postpaid with a $50 billing threshold. Contact support to set this up.
- **Unlock automatically**: subscribe to **Pro** and hit the plan's comment limit before your billing cycle ends. We unlock Enterprise for you at that point: no deposit needed.
### I upgraded and was charged a partial amount. Why?
URL: https://reply200.com/docs/before-you-start/why-was-i-charged-a-partial-amount
That's proration, and it's expected.
When you upgrade in the middle of a billing cycle, we charge only for the **remaining days** of your current period, at the new plan's rate. Then, on your **next billing date**, you're charged the full plan price as normal.
So a smaller-than-expected charge right after upgrading isn't a mistake: it's the prorated top-up that covers the rest of this cycle. See [How does pricing work?](https://reply200.com/docs/before-you-start/how-does-pricing-work) for plan prices.
### What happens when my trial ends?
URL: https://reply200.com/docs/before-you-start/what-happens-when-my-trial-ends
Your free trial lasts **7 days** and includes a set number of free comments. Here's what happens next.
#### If you don't cancel during the trial
After 7 days, your selected plan activates and your card is charged for the plan's monthly cost. Your plan's 30-day billing cycle and comment limit start fresh. Trial comments don't count against it.
#### If you cancel during the trial
You won't be charged. We stop processing comments on your pages. Your pages stay connected but nothing happens to them: no data is lost.
#### After cancellation
- **Pages** remain linked but we won't process any comments
- **Data** is preserved but won't be visible in the dashboard until you re-subscribe
- You can **unlink** pages manually if you want, but it's not required
#### How to check trial usage
Your remaining trial comments are displayed in the **Usage card** on the Dashboard and under **Billing**.
#### Can the trial be extended?
No. The trial period is fixed at 7 days.
### How do I cancel before the trial charges me?
URL: https://reply200.com/docs/before-you-start/how-do-i-cancel-before-the-trial-ends
Anytime during your 7-day free trial:
1 Go to **[Billing](https://dashboard.reply200.com/billing)**.
2 Tap your **plan name** (e.g. **Pro >**) to open the plan chooser.
3 On your current plan, tap **Cancel plan**.
That's it: you won't be charged when the trial ends. Your pages stay connected and your data is kept, so you can resubscribe later without starting over.
For what happens to your pages and data after that, see [What happens when my trial ends?](https://reply200.com/docs/before-you-start/what-happens-when-my-trial-ends)
### How is this different from other tools?
URL: https://reply200.com/docs/before-you-start/how-is-this-different-from-other-tools
Most tools start out empty: you write the FAQs, wire the rules, and set the tone yourself. Reply200 builds itself from your page's own footprint and is on-brand from the first comment, then lets you steer the parts that matter.
#### Reply200 vs. other tools
Reply200
- **Voice replica** from your captions and posts, what you say in your videos, bio, location and past replies, learning from every reply you write
- **Content-aware**: tells an ad from a post from a live stream and shifts the goal
- Picks the action per comment: reply, hide, react, or ignore
- **Goals (calls to action)** chosen per comment, tunable per page
- **Context library** per page (shareable across pages), much of it auto-collected from real activity
- Tone shifts with content type and context
Other tools
- You supply the voice: write prompts and FAQs, or feed it your past replies
- Same handling whether it's an ad, a post, or a live stream
- Auto-reply, with separate rules or filters to hide spam
- Static goals, or assigned by hand
- Knowledge base is account-wide and filled in by you
- Tone set once, doesn't shift with the content
The short version: you connect your pages and it's already on-brand. The controls are there when you want them, not a prerequisite to getting started.
For a sourced, one-to-one comparison, see [Reply200 vs CommentGuard](https://reply200.com/vs/commentguard/).
---
## Getting Started
Everything you need to connect your social accounts and start using Reply200. These guides cover linking profiles, managing permissions, and troubleshooting common setup issues.
### How do I link my profile?
URL: https://reply200.com/docs/getting-started/how-do-i-link-my-profile
Each platform has its own setup process. Here's how they work:
#### Linking your Facebook profile
1 You'll be redirected to the **Reply200 authorization flow (hosted by Facebook)**.
2 Select which **Business Managers** and **Pages** to link, or grant access to **all current and future BMs and Pages**.
3 Once approved, your BMs and Pages appear in the dashboard with **Moderate** and **Engage** on by default. Unlink in bulk anytime from the action menu.
#### Linking your Instagram profile
1 Link a **standalone Instagram Professional Account** (Creator or Business) directly.
2 Log in and approve access, no Page or BM selection needed.
3 Once linked, the account shows up in your dashboard with Moderate and Engage on by default. Unlink in bulk anytime from the action menu.
#### Linking your TikTok profile
1 **Any type of TikTok account is supported** (Personal, Creator, or Business).
2 Log in and approve access.
3 Once linked, the account shows up in your dashboard with Moderate and Engage on by default. Unlink in bulk anytime from the action menu.
#### Linking your YouTube channel
1 **Any YouTube channel is supported.** You sign in with the Google Account that owns it.
2 Log in and choose the channel you want Reply200 on.
3 Once linked, the channel shows up in your dashboard with Moderate and Engage on by default. Unlink in bulk anytime from the action menu.
More detail in [How do I connect YouTube?](https://reply200.com/docs/getting-started/how-do-i-get-youtube-access).
Reply200 never activates anything you don't explicitly approve. You stay in full control, during setup and anytime after.
### Will it connect all my Pages automatically?
URL: https://reply200.com/docs/getting-started/will-it-connect-all-my-pages-automatically
No. You decide how much access to grant.
**During the Meta authorization flow**, you can:
- **Select specific BMs and Pages** to grant access to
- **Choose to give access to all current and future BMs and Pages** tied to your profile
For **Instagram and TikTok**, you just log in and approve, no additional selection needed.
For **YouTube**, you sign in with Google and choose which channel to connect.
Only the assets you explicitly approve will appear in your dashboard.
We never activate anything without your say-so.
### Can I revoke access later?
URL: https://reply200.com/docs/getting-started/can-i-revoke-access-later
Yes. You can disconnect from the Reply200 dashboard or remove access directly from each platform.
#### From the Reply200 dashboard
Use the bulk action menu to unlink Business Managers or Pages. Profiles are unlinked automatically when the relevant Pages or BMs are unlinked. We stop all processing immediately.
#### From Facebook
1 Go to your **Facebook Profile** and tap your profile picture.
2 Select **Settings & Privacy**, then **Settings**.
3 Scroll to **Business Integrations**.
4 Remove access for the **Reply200** app.
#### From Instagram
1 Go to **Instagram** → **Settings** → **Apps and Websites**.
2 Find **Reply200** and remove access.
#### From TikTok
1 Go to **TikTok** → **Settings and Privacy** → **Security** → **Manage app permissions**.
2 Find **Reply200** and remove access.
#### From YouTube
YouTube access is a Google permission, so you remove it from your Google Account rather than from YouTube.
1 Go to your **Google Account** → **Data & privacy** → **Third-party apps & services**.
2 Find **Reply200** and remove access.
Once removed, all activity stops instantly. No content is lost, and you can reconnect anytime.
### Can I choose which Pages or BMs to activate?
URL: https://reply200.com/docs/getting-started/can-i-choose-which-pages-or-bms-to-activate
Yes. You stay in control at every step.
During the **Reply200 authorization flow (hosted by Facebook)**, you decide exactly which **Business Managers and Pages** to approve.
After linking:
- You can toggle **Moderate** and/or **Engage** on or off for any Page or BM directly from your dashboard.
- Or unlink all Business Managers or Pages using the bulk action menu to stop processing and billing immediately.
Whether you're testing on one Page or managing fifty, **we give you full control: no hidden automation, no lock-in.**
### What happens when I click "Link Facebook", "Link Instagram", "Link TikTok" or "Link YouTube"?
URL: https://reply200.com/docs/getting-started/what-happens-when-i-click-link-facebook-link-instagram-or-link-tiktok
#### For Facebook
You'll be redirected to the Reply200 authorization flow (hosted by Facebook), a secure login and permissions screen.
There, you approve access to your Facebook profile, and select which Business Managers, Pages, and Instagram accounts linked to those Pages you want Reply200 to access. Once approved, they'll appear in your dashboard, with Moderate and Engage toggled on by default.
#### For Instagram and TikTok
You'll log in via Instagram's or TikTok's secure OAuth flow to approve Reply200 permissions.
**For Instagram**, you can connect a standalone Instagram Professional Account.
**For TikTok**, any type of account is supported.
No Page or BM is required. Once connected, the account is available instantly in your dashboard.
#### For YouTube
You'll sign in with Google and approve Reply200's permissions. We pull in the channels on that Google Account, and they're available in your dashboard right away.
More detail in [How do I connect YouTube?](https://reply200.com/docs/getting-started/how-do-i-get-youtube-access).
We handle the rest.
### Why don't I see any Pages after connecting?
URL: https://reply200.com/docs/getting-started/why-dont-i-see-any-pages-after-connecting
If your Pages don't appear in Reply200 after linking your Facebook profile, it's usually due to one of the following reasons:
- Your **profile doesn't have the necessary permissions** for those Pages on Facebook.
- You **didn't select the required Business Managers or Pages** during the Facebook authorization flow.
#### How to fix it
##### 1. Assign your Facebook profile to a Page
1 Go to **business.facebook.com**, then **Settings**.
2 In the left sidebar: **Accounts**, then **Pages**.
3 Select the target Page from the list.
4 Click the **"Assign people"** button (top of the right panel).
5
In the "Add people and set permissions" dialog:
- Select the person from the list (or search by name/ID/email)
- Choose a permission level on the right side:
- **Partial access**: Content, Messages, Community activity, Ads, Insights
- **Full control**: Everything (toggle "Everything" on)
6 Click **Assign**.
> **Important:** If you granted these permissions after you already linked your profile to Reply200, you need to go through the linking process again.
##### 2. Select the needed Business Managers and Pages during Facebook authorization
During the connection flow in Reply200, make sure you select:
- The correct **Business Managers**
- All **Pages** you want to manage with Reply200
If some Pages were skipped during authorization, simply reconnect your profile and select all relevant assets.
##### 3. "This profile is already connected to another account"
This means that some or all of the Pages you're trying to add are already linked to a different Reply200 account. Before adding them to your new account, go to the other account and unlink those Pages first.
##### 4. Adding more Pages to an existing connection
You don't need to create a new account. Use the **+** button in your dashboard to add more BMs or Pages. If the Pages belong to a different Facebook profile, make sure you're logged into that profile before clicking the button.
##### 5. Connection issues on Safari
If the connection flow fails or doesn't complete, try using **Chrome** instead. Safari can sometimes interfere with the OAuth redirect.
If none of the above resolves it, reach out to us. We're happy to help.
### How do I add another page or account?
URL: https://reply200.com/docs/getting-started/how-do-i-add-another-page
You don't need a new Reply200 account, just add assets to your existing one:
1
On the dashboard, click the **+** (top-left of the asset table).
2
Go through the platform's authorization flow and **select every page you want**. New ones are easy to miss.
If a new page doesn't appear:
- Confirm both its **Page and its Business Manager** were selected during Facebook's flow.
- If the page sits under a **paused Business Manager**, turn the BM back on. A paused BM stops its pages from processing.
- Adding a page from a *different* Facebook profile? Make sure you're logged into that profile before clicking **+**.
Still missing? See [Why don't I see any Pages after connecting?](https://reply200.com/docs/getting-started/why-dont-i-see-any-pages-after-connecting)
### What if my Instagram account isn't showing?
URL: https://reply200.com/docs/getting-started/what-if-my-instagram-account-isnt-showing
This typically happens when something is off with your Instagram account permissions or app connection. Here's what we recommend:
##### 1. Check your Instagram account type
Make sure it's a **Professional account** (either Creator or Business). Personal accounts are not supported.
##### 2. Check connected apps
- Go to **Instagram** → **Settings** → **Apps and Websites**
- If **Reply200** is listed, disconnect it and try linking again
- If it's not listed but you use other Meta-related apps, try disconnecting those (if you don't use them), as they may conflict
##### 3. Try incognito/private mode
Sometimes browser cache or cookies interfere with the login flow. Open Reply200 in an incognito window and try again.
##### 4. Try mobile
If none of the above works, try linking your Instagram account from your mobile browser instead.
Still stuck? Reach out to us. We'll get it sorted.
### Do I need a Business Manager?
URL: https://reply200.com/docs/getting-started/do-i-need-a-business-manager
No, you don't need to create a Business Manager, but most assets on Facebook are owned or managed through one.
We work with Facebook Pages and Instagram Professional accounts, whether they're connected to a BM or not. You'll see everything you're authorized to use during the linking process.
**TikTok and YouTube don't involve a Business Manager at all.** TikTok links through your TikTok login, and YouTube through the Google Account that owns the channel.
No extra setup required.
### Why does it ask for so many permissions?
URL: https://reply200.com/docs/getting-started/why-does-it-ask-for-so-many-permissions
We request only the permissions we need to function, nothing more.
Each permission serves a specific purpose to help our AI **read**, **act on**, and **manage comments** across your assets safely and effectively.
---
##### Why these permissions are needed
- **Manage your business**: Required so we can access Business Managers (BMs) tied to your profile.
- **Show a list of the Pages you manage**: Lets you select which Pages and linked Instagram accounts you want us to work on.
- **Read content posted on the Page**: So we know the context of what we're replying under (e.g. ad, post, live stream).
- **Read user content on your Page**: Allows our AI to see and analyze incoming comments.
- **Manage comments on your Page**: Required to reply, react, ignore, or hide comments.
- **Manage accounts, settings, and webhooks for a Page**: Enables real-time syncing and automated actions across your assets.
- **Access profile and posts from the Instagram account connected to your Page**: Needed so we can understand the content of the Instagram post and reply appropriately.
- **Manage comments for the Instagram account connected to your Page**: Lets us moderate and engage with Instagram comment threads.
---
##### TikTok and YouTube
The list above is what **Facebook and Instagram** ask for. TikTok and YouTube run their own consent screens and request their own, smaller sets: enough to read the comments under your videos and ads, and to act on them. YouTube consent is handled by Google, on the account that owns the channel.
---
You can review and approve each permission during the **Reply200 authorization flow** (hosted by Facebook, TikTok, or Google), or use any of the recommended methods to revoke access anytime.
### How do I connect YouTube?
URL: https://reply200.com/docs/getting-started/how-do-i-get-youtube-access
YouTube connects like the other platforms: pick it in the connect picker and sign in with Google. Any channel works.
1 In your dashboard, click or tap **+** (Connect profile).
2 Pick **YouTube** from the list.
3 Sign in with the **Google Account that owns the channel** and approve access.
Google asks which channel to connect, and you add another the same way. Full steps are in [Linking a profile](https://reply200.com/docs/getting-started/how-do-i-link-my-profile).
You don't need a Business Manager, a Professional account, or any extra setup for YouTube. Any channel works.
#### What we handle on YouTube
Comments under your **videos and ads**. Moderate and Engage are on by default when the channel is linked, and you can change that per channel at any time.
For the full platform-by-platform breakdown, see [Which platforms are supported?](https://reply200.com/docs/before-you-start/which-platforms-are-supported).
---
## Dashboard & Controls
Your dashboard is the central hub for monitoring and managing all your connected Facebook, Instagram, TikTok, and YouTube assets. These articles cover statuses, usage tracking, billing, and how to control Reply200's behavior across your pages and profiles.
### What do I see in the dashboard?
URL: https://reply200.com/docs/dashboard/what-do-i-see-in-the-dashboard
The dashboard gives you full visibility and control over **all your connected Facebook, Instagram, TikTok, and YouTube assets**, including Profiles, Business Managers (BMs), Pages, and linked accounts.
#### Main view: Business Managers & Pages
The default view shows your connected assets in a table with key metrics per row: **Comments**, **Processed**, **Moderated**, **Engaged**, moderation and engagement percentages, and **Cost**.
Use the **Platform** and **Assets** dropdowns to filter by network or specific BMs and Pages.
At the top, four stat cards give you a quick summary:
Comments
Total comments received, with processing progress.
Moderated
Hidden comments: Spam %, Negative %, Skeptical % (adult pages), Blocklist %
Engaged
Comments we replied to, liked on Facebook or organic TikTok, or deliberately ignored.
Usage
Comments counted against your plan's monthly limit.
#### Comments view: every comment and action
Switch to the Comments tab to see each comment’s **category** and the **action** taken (Replied, Reacted, Hidden, Ignored, Deleted). See [all comment categories](https://reply200.com/docs/how-it-works/what-counts-as-spam-or-negative).
Filter by **Platform**, **Assets**, and **Tags**, or use the date picker to narrow the timeframe.
The Comments view also shows **Sentiment**, **Actions**, and **Peak Hours** cards at the top, so you can spot trends at a glance.
Click any comment to open its **detail panel**: the original post or ad it came from, the comment, and the reply we sent, with quick actions to edit, hide, or delete. Use the arrows to step through comments one by one. What the panel shows depends on which bucket the comment is in: **Processed** carries the reply, **Pending** shows when it goes out, and **Skipped** says why nothing was sent.
Everything is grouped and filterable, so you can manage multiple brands or clients from a single view. Your entire operation, at a glance.
### What do the statuses mean?
URL: https://reply200.com/docs/dashboard/what-do-the-statuses-mean
Each connected asset shows a status telling you whether it's working normally or needs attention. Anything that needs you to step in (Permissions, Billing failed, Card pending, Access lost) dims its row and surfaces a **Re-link** or fix action right there.
Active Healthy
Connected, permissions granted, and at least one toggle (Moderate or Engage) is on.
Inactive Idle
Connected and enabled, but no comments in the last 24 hours.
Partial Heads-up
BM-level only: some Pages under this Business Manager have issues while others work normally.
Issues Heads-up
Something on this asset needs your attention. Open it to see the details.
Paused Off
Both toggles are off. The asset stays connected but we're not processing comments. Turn Moderate and/or Engage back on to resume.
Permissions Fix needed
Missing a required platform permission (e.g. Manage Comments). Re-link the profile to restore it.
Card pending Pending
We're waiting for your payment method to be verified.
Billing failed Fix needed
The last payment attempt failed. Add a valid card to resume.
Access lost Fix needed
We can no longer reach this asset. Hover the status for the reason: a changed password, the BM or Page restricted by Meta, TikTok, or YouTube, or permissions revoked by an admin. Reconnect to resolve.
Cool off Temporary
Meta's daily comment limit has been reached. We resume automatically when it resets.
Limit reached Temporary
Your plan's monthly comment limit is used up before the cycle ends. Upgrade to resume.
You always know exactly where things stand.
### Why does my page say "Inactive"?
URL: https://reply200.com/docs/dashboard/why-does-my-page-say-inactive
Usually nothing's wrong. **Inactive** means the page is connected and enabled: it just hasn't had a comment *processed* yet.
- **Just connected?** You'll see comments arrive in your comment section in real time, but the page stays Inactive until we **process** the first one. When a comment qualifies, we act on it **1–35 minutes later**, a deliberate, human-like delay, not a glitch.
- **We only process comments posted *after* you connect**: older ones aren't backfilled.
- **Still quiet after new comments come in?** The usual causes are: the Instagram account got unlinked from its Facebook Page (re-link it), or a parent Business Manager is paused (turn it back on). Once in a while Meta's API lags on their side and processing is delayed.
If it persists, reach out and we'll check the specific page for you.
### What does "action" mean?
URL: https://reply200.com/docs/dashboard/what-does-action-mean
An **action** is counted when you or Reply200 perform one of the following on a comment:
Replied Engage
The comment receives a reply.
Reacted Engage
We like comments on Facebook and organic TikTok; on Instagram and YouTube, we ignore them.
Ignored Engage
We ignore comments when responding would feel redundant, forced, or awkward, when a comment is unclear, or when answering could make things worse. Sexualized comments and Negative comments on adult pages are ignored and billed. During **Cool off** (the platform's daily reply limit), we ignore instead of replying, and those ignores aren't charged.
Hidden Moderate
We hide comments tagged Spam or Blocklist, Negative on regular pages, and Skeptical on adult pages, or you hide them manually in **Comments**.
Deleted Manual
You delete a comment in **Comments**, or its author or the page deletes it before processing. Both are logged as Deleted; the latter is billed. The AI never deletes comments.
Every comment in **Comments** shows the action we took, alongside its category. You can filter by **Action** to quickly find comments with a specific one applied.
Actions you take by hand are recorded here but never billed. Billing follows what our pipeline did with the comment, so a comment we skipped stays free even after you reply to it yourself. See [How does pricing work?](https://reply200.com/docs/before-you-start/how-does-pricing-work).
### What are the Business Managers and Pages tabs for?
URL: https://reply200.com/docs/dashboard/what-are-profiles-pages-and-bms-tabs-for
Your dashboard organizes everything into two tabs (**Business Managers** and **Pages**) both built from the profiles you've linked.
#### Profiles: the accounts you link
A **profile** is a Facebook, Instagram, TikTok, or YouTube account you've connected. It's the top-level identity that owns or accesses your assets. Profiles aren't a tab you browse. They're what you link (the **+** button) or unlink, and everything in the two tabs flows from them.
#### Business Managers tab
Business Managers connected through your linked Facebook profiles. Each BM groups one or more Pages under a single business entity, handy when you manage assets at the agency or client level.
#### Pages tab
The individual accounts where we actually process comments:
- **Facebook Pages** from your approved BMs
- **Instagram accounts** linked to those Pages
- **Standalone Instagram Professional Accounts** you connected directly
- **TikTok accounts** you connected
- **YouTube channels** from the Google Account you connected
#### Finding what you need
Use the **Platform** and **Assets** filters on either tab to narrow down to a network, a Business Manager, or specific pages.
### Where can I see which pages are active?
URL: https://reply200.com/docs/dashboard/where-can-i-see-which-pages-are-active
In the **BMs** or **Pages** tab, you will see:
- **Asset table**: A full table of all connected assets in one place.
- **Real-time status**: Each asset shows its current state (e.g., Active, Disconnected, Permissions Error).
- **Toggle controls**: Turn **Moderate** and **Engage** on or off per page.
- **Performance data**: Comment volume, actions taken, and cost breakdowns, all sortable and filterable.
Use filters (by profile, BM, date, etc.) to zero in on specific campaigns or accounts.
Everything updates in real time, no refresh needed.
### How do I track usage?
URL: https://reply200.com/docs/dashboard/how-do-i-track-usage
You can track your usage in real time right from your Reply200 dashboard.
- **Processed comments**: We display the total number in the [Dashboard](https://dashboard.reply200.com/comments-moderation/bms) section.
- **Current spend and plan details**: Available under [Billing → Plans](https://dashboard.reply200.com/billing).
**Per-comment billing status**, shown in **Comments** next to each processed comment:
Prepaid Included
Counted against the comments included in your monthly plan.
Billed Charged
Charged at your per-comment rate (on pay-as-you-go Enterprise).
Unbilled Free
Not charged: trial comments, comments in categories you switched off, over a spend cap or held back by Cool off.
No surprises. We show you everything as it happens.
### Where can I see my current spend or comments processed?
URL: https://reply200.com/docs/dashboard/where-can-i-see-my-current-spend-or-comments-processed
You can track your usage and billing details anytime under [Billing](https://dashboard.reply200.com/billing).
The Billing page shows:
- **Plan**: Your active plan, price, and monthly comment limit. Tap the plan name to open the plan chooser.
- **Billed Comments**: Number of comments processed, with a progress bar against your plan limit.
- **Billing Cycle**: Current cycle dates and days remaining.
- **Next Charge**: Upcoming charge amount and date.
- **Payment Method**: Card on file with option to update or remove.
- **Usage limit / Spending limits**: Your [daily cap](https://reply200.com/docs/dashboard/can-i-limit-my-spend): comments per day on monthly plans, dollar caps on Enterprise.
- **Referral**: Your referral link, earnings, and payout status.
#### Changing your plan
Tap the plan name (e.g. **Pro >**) to open the plan chooser. From there you can **Upgrade**, **Downgrade**, or **Cancel** your plan.
You can also check totals in the **Dashboard** and review every processed comment in **Comments**, including its action type and billing status. See [How does pricing work?](https://reply200.com/docs/before-you-start/how-does-pricing-work) for plan details and per-comment rates.
### Can I limit my daily spend or usage?
URL: https://reply200.com/docs/dashboard/can-i-limit-my-spend
Yes, and at three levels: your **whole account**, a **single business**, or **one page**. Account caps live in [Billing](https://dashboard.reply200.com/billing); business and page caps live on the dashboard next to the rows they apply to.
The kind of cap always matches how your plan is billed. Monthly plans cap **comments**, Enterprise caps **dollars**.
#### Your whole account
##### On monthly plans: a daily comment cap
Plans like Start, Boost, and Pro include a fixed number of comments per month. One viral post can burn through that quota in a couple of days, so the **Usage limit** card lets you cap how many comments we process per day. The rest of the month stays covered.
- Type a number and press Enter. The suggestion in the empty field is your plan's allowance split evenly across the billing cycle.
- The bar tracks today's processed comments against the cap, and the row below translates it into money: what a fully capped day costs, what you've spent today, and your per-comment rate.
- Clear the field (the **×**) to remove the limit.
##### On Enterprise: dollar caps
Pay-as-you-go plans cap money instead. The **Spending limits** card takes a **daily** and a **monthly** dollar cap, each with its own progress bar against actual spend.
#### One page, or a whole business
An account cap protects the bill. It doesn't stop one page from eating everything before the others get a look in. That's what **daily limits** are for.
Open one from any row's **⋯ menu → Daily limit**, or from the small pill under the Cost column on the Pages tab. On mobile, long-press a card and pick **Daily limit**.
- **A page limit** caps that page alone.
- **A business limit** caps the combined usage of every page inside it, so a portfolio can share one budget instead of you dividing it by hand.
- Select several rows first and the editor opens with a field per row, so you can set a whole set in one pass.
The pill under Cost tells you what governs each page at a glance: its own number when the page has its own limit, or **BM limit** when the business it belongs to is the thing holding it back. Tapping the pill opens whichever limit that is.
#### Which cap wins
All three levels apply at once. For every comment we check, in order:
**account → business → page**
The first one that is already exceeded stops the comment. A business limit counts every page in it together, so it is also a ceiling on any single page: a page capped at 500 inside a business capped at 100 will never reach 500.
#### What happens when a cap is reached
Comment processing **pauses**: until tomorrow for a daily cap, until the next billing period for a monthly one. You get a notification, and the dashboard shows a banner with a one-tap link back to your limits.
Rows that are paused this way show the status **Daily limit** in amber. When a business hits its limit, every page inside it shows it too, because all of them stopped.
Comments that arrive while you're paused aren't lost; they simply aren't processed, and they are not billed. Raise or clear the cap anytime and processing resumes right away.
#### When does "today" end?
At midnight in **your account timezone**, which you set in Settings. New accounts are on UTC until you change it. See [What timezone is everything in?](https://reply200.com/docs/dashboard/what-timezone-is-everything-in) for what else that setting controls.
Caps are optional. No cap set means we process everything, exactly as before. See [How does pricing work?](https://reply200.com/docs/before-you-start/how-does-pricing-work) for what a processed comment costs on your plan.
### What timezone is everything in?
URL: https://reply200.com/docs/dashboard/what-timezone-is-everything-in
Whatever you set in **Settings → Account → Timezone**. One setting decides where your day starts and ends, everywhere in Reply200.
Search by city or region. Your device's own timezone and UTC sit at the top as one-tap options. **New accounts are on UTC** until you pick something else.
#### What it changes
- **Your stats.** Today, Yesterday, This week and any custom range are counted in your zone, on the dashboard, in Comments, and in billing history.
- **When daily limits reset.** Account, business, and page [daily limits](https://reply200.com/docs/dashboard/can-i-limit-my-spend) start a fresh day at your midnight, and a paused row resumes then.
- **Peak hours.** The busiest-hours chart on the Comments screen is bucketed in your zone, so "2 PM" means 2 PM where you are.
- **CSV exports.** Timestamps come out in your zone.
#### What it doesn't change
Nothing about your data moves. Comments keep the exact moment they arrived; the timezone only decides where one day is cut from the next. Change it whenever you like.
One thing to know: switching zones re-anchors today's window immediately. Today's numbers can shift once when you switch, and they settle by the next midnight.
#### Working with a team
Everything follows the **workspace owner's** timezone, not each member's. That way one business has one set of daily numbers, whoever is looking at them.
### How does the referral program work?
URL: https://reply200.com/docs/dashboard/how-does-the-referral-program-work
Share your referral link and earn **10% of everything your referrals spend, for life**.
- **Your link and stats** (referred signups, total earned, and amount paid out) live on the **Billing** page under **Referral**.
- **Payouts** trigger once your earned commission reaches **$200**. If you're in the positive at month-end we pay you out; smaller balances roll over to the next month. (Earnings also auto-apply to your balance if it's negative.)
There's no cap on how many people you refer or how long you earn. Questions about a specific payout? Reach out to support.
### How do I pause or stop the tool?
URL: https://reply200.com/docs/dashboard/how-do-i-pause-or-stop-the-tool
You can pause or stop Reply200 at different levels depending on how much you want to turn off.
- **Pause a specific Page**: Toggle off **Moderate** and/or **Engage** in the Pages tab. The page stays connected but we stop processing its comments.
- **Pause an entire BM**: Use the toggles at the BM level in the BMs tab. This pauses all pages under that Business Manager at once.
- **Stop completely**: Select the Business Managers or Pages you want to remove using the checkboxes in the dashboard, then use the bulk action menu to **Unlink BMs** or **Unlink Pages**. Profiles are unlinked automatically when the relevant Pages or BMs are unlinked. We stop all processing immediately.
#### Softer than a full pause
- **Switch off single comment categories**: in a page's [Settings](https://reply200.com/docs/how-it-works/page-settings) you can turn off just Spam, Neutral, or any other [category](https://reply200.com/docs/how-it-works/what-counts-as-spam-or-negative) while the rest keeps running. When a category is off, the page's row shows a small warning next to the affected toggle so you can see at a glance that it's only partially active.
- **Cap usage instead of stopping**: a [daily cap](https://reply200.com/docs/dashboard/can-i-limit-my-spend) pauses processing automatically once today's comments or spend hit your limit, and resumes tomorrow on its own.
For more details on revoking access, see [Can I revoke access later?](https://reply200.com/docs/getting-started/can-i-revoke-access-later)
You stay in full control, always.
---
## How It Works
Learn how Reply200 generates replies, adapts to your voice, and decides what to do with every comment, from smart engagement to automatic hiding.
### How does Reply200 write replies?
URL: https://reply200.com/docs/how-it-works/how-does-reply200-write-replies
Every reply is two decisions, kept separate so replies stay natural, on-brand, and safe:
- **How it should sound**
- **What it should say**
#### How it sounds
Reply200 learns your page's voice (style, tone, emoji habits) from your past activity, then adapts to where the comment lives (ads are goal-driven, posts conversational, streams reactive) and to its nature (supportive, curious, joking, toxic, and so on). You don't set tone by hand. Language, location, and reply timing live in [Page Settings](https://reply200.com/docs/how-it-works/page-settings).
#### What it says
Substance comes from the post itself (media and caption) plus your [Context library](https://reply200.com/docs/how-it-works/whats-the-context-library): the facts replies must never get wrong, like hours, shipping, returns, and pricing. When a next step genuinely fits, it adds a [goal (call to action)](https://reply200.com/docs/how-it-works/what-about-cta-handling), a nudge to your site, a follow, or your pinned comment. No reliable context, no reply. It skips rather than guesses.
#### Why it works
Separating sound from substance, and pulling only from sources you control, is what avoids hallucinated replies, off-topic noise, and unsafe interactions. No static templates, no keyword rules.
### Does it reply to everyone?
URL: https://reply200.com/docs/how-it-works/does-it-reply-to-everyone
No. Every comment gets its own smart decision. We will:
- **Reply** if it adds value or drives action
- **React** to acknowledge without a full reply
- **Ignore** when staying silent is the better move
- **Hide** if it's spam, bait, or toxic
You set the scope, too: switch off any [comment category](https://reply200.com/docs/how-it-works/what-counts-as-spam-or-negative) per page in [Settings](https://reply200.com/docs/how-it-works/page-settings), and those comments are left alone entirely.
Every action is intentional. We handle the rest.
### How does it know what tone to use?
URL: https://reply200.com/docs/how-it-works/how-does-it-know-what-tone-to-use
We blend three signals to find the right tone:
- **Your social trail and behavior patterns**: used to generate your brand voice automatically
- **The comment's tone**: whether it's a question, praise, troll, bait, etc.
- **The content type**: ad, post, or live stream
The result: replies that don't just sound like you. They move like you.
### What's a "voice replica"?
URL: https://reply200.com/docs/how-it-works/whats-a-voice-replica
A **voice replica** is the voice we use when replying on your behalf, and it's not generic AI.
- **For organic pages and influencers**: we analyze your public social trail (captions, replies, tone, pacing) to create a digital version of you, complete with your attitude, edge, and natural rhythm
- **For ads and paid campaigns**: we generate a voice at the ad level, so each reply fits the intent, tone, and audience of that specific campaign, whether it's playful, sharp, or persuasive
No prompts, no templates. We adapt to your style and evolve per asset.
### Can I customize how it sounds?
URL: https://reply200.com/docs/how-it-works/can-i-customize-how-it-sounds
Yes, though probably not the way other tools make you. We generate your voice automatically first, then hand you per-page controls to shape how it behaves. What you won't find is a wall of tone sliders, and that's deliberate.
#### We learn your voice first
We build a reply voice by observing real signals, not settings:
- **Your page's historical replies and writing style**: tone, formality, pacing, emoji usage, and phrasing patterns
- **How your audience interacts with you**: short vs. long replies, playful vs. serious, how conflict gets handled
- **Content type and placement**: replies under ads, posts, and live streams are each shaped differently
- **Platform norms**: every platform has its own expectations for tone and engagement
This is what lets us sound like you on day one, without a setup form.
#### What you can adjust in-app
Open any page from your dashboard to fine-tune how it behaves. Page settings and your context library can also be shared with any of your other pages:
- **Reply language**: we mirror each comment's language by default. Pin a single language if your brand voice is monolingual.
- **Location**: set a city or region so replies pick up local slang, references, and cultural context.
- **Reply delay**: keep the small human-like delay, or set your own range so replies don't land the instant a comment posts.
- **Global rule**: one hard instruction every reply follows no matter what the comment says, like "never make health claims" or "never promise refunds in comments."
- **Comment categories**: switch off whole comment types per page (say, Neutral chatter) so only the conversations you care about get handled.
- **Goals (calls to action) & rules**: toggle which goals we use per content type, and add your own "if X, do Y" rules.
- **Context library**: give us the facts that replies should never get wrong: hours, shipping, return policy, product details.
#### When to bring in support
A few things can't be read from public content alone, and we won't guess at them:
- **A deliberately sharp, dry, or sarcastic voice** that goes beyond what your posts reveal
- **Religious, cultural, or family-first framing**
- **Internal brand rules** that never show up publicly
Tell support what matters ("never sarcasm," "sound like a creator, not a brand"), and we lock it into your profile replica by hand.
Emoji no longer need support. **Emoji signature** in [page settings](https://reply200.com/docs/how-it-works/page-settings) sets exactly which emoji replies may use, or switches them off, and **Banned reply phrases** on the same panel bans any emoji or wording you never want to see.
#### Why it works this way
Endless manual controls tend to produce rigid, unnatural replies, tone that fights the context, and spam-like patterns. By keeping voice generation adaptive, exposing the controls that genuinely help, and handling the rare edge cases directly, we stay natural and context-aware, even on high-volume pages and ads.
### How do I customize how Reply200 responds?
URL: https://reply200.com/docs/how-it-works/how-do-i-customize-replies
Most customization now lives right in your dashboard. Open any page and you'll find three panels. A few deep-voice rules still go through support. Here's the map.
#### In your dashboard (per page)
Open a page from the dashboard and you can adjust:
- **Settings**: pin a [reply language](https://reply200.com/docs/how-it-works/can-i-customize-how-it-sounds) or mirror each comment's, set a location so replies use local slang and references, control the reply delay, choose the [emoji replies may use](https://reply200.com/docs/how-it-works/page-settings), and ban wording you never want to see.
- **Goals (calls to action)**: toggle which goals we use per content type and add your own "if X, do Y" rules. See [What's a goal (call to action)?](https://reply200.com/docs/how-it-works/what-about-cta-handling)
- **Context**: a knowledge library for the facts replies must get right: hours, shipping, pricing, policies, product details.
Page settings and your context library can be shared with any of your other pages, so you set them once for a whole portfolio. Goals are set per page.
#### What stays automatic
- **Tone and voice**: learned from your page's public content, captions, and past replies
- **Action decisions**: reply, react, hide, or ignore, chosen per comment
- **Language**: detected automatically and matched to each comment unless you've pinned one
#### What support handles
A few things can't be read from public content and aren't in the panels:
- **Tone locks**: "never sarcasm," "sound like a creator, not a brand"
- **Topics to never mention**
Tell support what matters and we adjust your profile replica directly, no retraining on your side.
#### Why it works this way
Manual controls everywhere lead to rigid, unnatural replies. By keeping voice adaptive, surfacing the controls that genuinely help, and handling edge cases directly, we stay natural and context-aware at scale.
### What can I adjust in page settings?
URL: https://reply200.com/docs/how-it-works/page-settings
Every connected page has its own **Settings** panel. Open a page from your dashboard to fine-tune how it behaves. Nothing here is required; the defaults are sensible. But when you want control, it's here.
#### Reply behavior
- **Reply delay**: a small, variable delay makes the page feel human instead of bot-instant. Keep the default, or switch to **Custom** to set your own range, anywhere from a minute up to a few hours.
- **Thread limit**: how many replies we'll post in a single comment thread. Once a thread hits the limit, further comments in it are ignored, so one chatty visitor can't monopolize your page.
- **Global rule**: one short instruction every reply follows, no matter what the comment says. Think "We never make health claims" or "Never promise refunds in comments." For comment-specific knowledge (products, prices, FAQs), use the [Context Library](https://reply200.com/docs/how-it-works/whats-the-context-library) instead.
- **Emoji signature**: which emoji replies are allowed to use. The default is the signature learned from your own posts, so replies already look like you. Switch to **Custom** to pick the exact set, **When relevant** to let emoji appear only where they fit, or **None** to turn them off completely.
- **Banned reply phrases**: wording replies must never use. It arrives pre-filled with the phrases AI writing leans on ("great question", "let's dive in"), and you can delete any of those or add your own, including an emoji you're tired of seeing. This only changes how replies are written. To hide comments that contain a word, use the Keyword blocklist below.
#### What gets processed
- **Categories to process**: choose which comment types we act on: **Spam**, **Negative**, **Positive**, **Question**, **Issue**, **Location**, **Neutral**, **Banter** and **Interest** (purchase intent). Pages with adult content or adult ads also get **Skeptical** and **Sexualized**. Comments in a switched-off category get no reply, no moderation, and no charge, so turning one off cuts both your reply volume and your spend. They still show up in Comments under **Skipped**, tagged with the category we detected, and you can reply, hide, or delete any of them by hand. If a category is off, the page's row in the dashboard shows a small warning next to its Moderate/Engage toggle so you don't forget.
- **Keyword blocklist**: add words or phrases, and any comment containing one is hidden automatically. Paste a whole list at once; each line becomes its own keyword. Hiding is reversible, so you can unhide anything later.
- **Languages to process**: by default we read and reply to every comment in its own language. Narrow this if you only want [certain languages handled](https://reply200.com/docs/how-it-works/can-i-limit-reply-languages).
#### Reply language & locale
- **Reply language**: we mirror each comment's language by default. Pin a single language if your brand voice is monolingual.
- **Location**: set a city or region (or inherit it from the page) so replies pick up local slang, references, and cultural context.
#### One page or many
Each setting applies to the page you opened, or you can **share it with any of your other pages** — you pick which ones from the list — so a whole portfolio behaves consistently without repeating yourself.
Changed your mind about everything? **Reset to defaults** puts the panel back to factory settings in one tap.
#### What isn't here
Tone and personality aren't set here. Those are learned from your page automatically, or [tuned as your voice](https://reply200.com/docs/how-it-works/can-i-customize-how-it-sounds). Emoji are the one exception: the page learns its own signature, and **Emoji signature** above lets you override it. Product facts and answer material live in the [Context Library](https://reply200.com/docs/how-it-works/whats-the-context-library). Settings covers behavior: timing, limits, wording rules, categories, languages, and location.
### Can I make it reply only in certain languages?
URL: https://reply200.com/docs/how-it-works/can-i-limit-reply-languages
Yes. By default we reply to every comment in its own language, but you can narrow that per page:
- **Languages to process**: open a page's [Settings](https://reply200.com/docs/how-it-works/page-settings) and pick only the languages you want handled (for example, English only). Comments in other languages are left alone.
- **Reply language**: pin a single language if you'd rather every reply go out in one, no matter the comment's language.
Need something more specific, like "skip all non-English comments on this one ad account"? Contact support and we'll apply a custom filter for you.
### Is this ChatGPT? Is it the same for everyone?
URL: https://reply200.com/docs/how-it-works/is-this-chatgpt-is-it-the-same-for-everyone
No. While we use LLMs under the hood, the system is fully custom. We:
- **Build a voice replica** from your page's public content
- **Understand the comment type** and the surrounding post, ad, or live stream context
- **Use a multi-layered prompt engine** to keep replies varied and in-character
- **Dynamically choose the right goal (call to action)** to steer users toward the next step, without sounding forced
Every page gets its own voice. No two accounts produce the same replies.
### How is it different from generic AI replies?
URL: https://reply200.com/docs/how-it-works/how-is-it-different-from-generic-ai-replies
Most tools ask you to fill out prompts, instructions, FAQs, or sample responses.
We skip all of that. Instead, we:
- **Read your page's past posts, comments, and style** to understand your voice
- **Detect how your brand talks**: casual, blunt, warm, sarcastic, etc.
- **Build a unique response system** for every ad, post, or live stream we touch
No templates. No copy-paste. Just your voice, activated automatically.
### What's a Page Goal?
URL: https://reply200.com/docs/how-it-works/what-about-cta-handling
A **goal** (also known as a call-to-action, or CTA) is a nudge toward a next step: visit your site, follow you, or check your pinned comment.
We don't tack one onto every reply. Reply200 reads the comment first and adds a goal only when it genuinely fits: when there's real interest or a natural opening, like answering a buying question or pointing someone to an offer. If it wouldn't feel natural, the reply just stands on its own.
You choose which goals are available, per page.
#### The goals you can turn on
Goals are set separately for **Posts** and **Ads**. Toggle any on or off. When more than one fits a comment, the highest in your list wins (drag to reorder).
- **Post content**: uses a link, offer, or instruction found in your post.
- **Pinned comment**: points people to your pinned comment.
- **Send people to your website / bio**: uses the link from your About/bio, the way each network allows. On **Facebook** and **YouTube**, where comment links are clickable, the reply **shares the actual link**. On **Instagram** and **TikTok**, where they aren't, it **points people to your bio** instead. Either way it only turns on once we detect a link: green **Link** pill if we found one, red if not (add a link to your About/bio and hit **Check again**).
- **Ask to follow**: invites people to follow you.
- **Ask to DM**: invites people to message you.
- **Ad button**: points to your ad's button ("Learn more", "Shop now"…).
- **Ad creative**: uses a link, offer, or instruction found in your ad.
- **Pinned comment**: points to the comment you pinned on the ad.
#### Add a custom goal
Hit **Add custom goal** and the goal builder walks you through it: pick a trigger, pick an action, and watch your rule read back in plain words as you build it ("On Comments, when a comment says **WIN**, reply with your link").
**Triggers** decide when the goal fires:
- **A keyword is commented**: exact words like "WIN" or "INFO". Add as many as you like, and pick from keywords you already track. A keyword can only power one goal, so rules never collide.
- **Interest detected**: fires whenever a comment shows real interest. One goal can use this, and it takes over: the default goals switch off and the list tells you why.
**Actions** decide what the reply carries:
- **Give an instruction**: tell the AI what to say ("Thank them warmly and tell them it ships free this week"). We weave it into a natural reply, never a canned paste.
- **Send a link**: reply with a specific link, like a giveaway or pricing page. Facebook only, since that's where comment links are clickable.
- **Send people to your website / bio / profile**: works like the default goal above: Facebook and YouTube share your actual link, Instagram and TikTok point people to the bio or profile link instead.
Goals run on comments today; direct-message goals are coming. Keep facts out of goals: *"We're open 9–6 weekdays"* is a fact, not an action, and belongs in the [Context library](https://reply200.com/docs/how-it-works/whats-the-context-library).
#### Set per page
Goals are configured per page, so each one fits its own audience.
### How do goals work on NSFW pages?
URL: https://reply200.com/docs/how-it-works/cta-on-nsfw-pages
A **goal** (also known as a call-to-action, or CTA) is a nudge toward a next step. On standard pages we can share links and ask people to follow or DM (see [Page Goals](https://reply200.com/docs/how-it-works/what-about-cta-handling) for those).
On [**NSFW-tagged pages**](https://reply200.com/docs/how-it-works/what-does-the-nsfw-label-mean) the destination is the same, but the **wording is indirect**. A reply never names a link, a follow, or a DM. Instead it grounds the nudge with a vague spatial cue (*what's up top*, *the pinned comment*, *the post itself*) or simply rules out the current spot (*"not here"*). The exact phrasing is **randomized every time**, so replies never read as a template, and adult-content filters stay quiet.
As always, a goal is only added when it genuinely fits the comment, never on every reply.
#### Same destination, softer wording
The intent doesn't change: only how it's said. On a **standard** page the reply just delivers the thing: it shares the link (on Facebook and YouTube), pulls a buried offer or code out of the post and answers directly, or, where comment links aren't clickable (Instagram, TikTok), points to the bio. On an **NSFW** page it can't do any of that, so it points to *where* the answer lives in flat, neutral language and names no link, follow, or DM.
Standard page
- "Grab it here: nova.fit/shop" (Facebook)
- "Use code SAVE15 at checkout"
- "The link's in our bio" (Instagram, TikTok)
NSFW page
- "It's all in the pinned comment"
- "The details are in the post"
- "This isn't really the place for that"
On NSFW pages we also tone the wording down and strip terms platforms watch for (think *VIP*, *access*, *exclusive*), so a reply stays flat and never reads as a come-on.
#### The goals you can turn on
Goals are set separately for **Posts** and **Ads**. Toggle any on or off. When more than one fits a comment, the highest in your list wins (drag to reorder).
- **Pinned comment**: points there without restating it, using cues like *the top comment*, *what's pinned*, or *right at the top of the comments*.
- **Post content**: points to the post itself: *what's attached*, *up top*, *in the post*.
- **Send people to your bio**: rules out the comments without naming a link or destination: *not here*, *this isn't the place for that*.
- **Ad button**, **Ad creative**, and **Pinned comment**: the same indirect, spatial phrasing, nudging toward the ad's button or creative rather than spelling out a link.
> A **boosted post** (Meta's *Boost* button) is treated as a **Post**, not an Ad. It follows your **Posts** goals, not these.
#### Add a custom goal
Custom goals work here too, built with the same [goal builder](https://reply200.com/docs/how-it-works/what-about-cta-handling#add-a-custom-goal): pick a trigger (an exact keyword, or detected interest) and give an instruction. The link and bio actions stay off on NSFW pages, so the instruction *is* the action: keep it concrete, but route people **indirectly** instead of dropping a link, pointing them to *search your handle* or to your *pinned comment*. For example: when someone comments "SUB", *tell them to Google @novastudioof*. We also rephrase every custom goal before sending (the idea stays, the wording softens), so it's far less likely to trip adult-content filters.
> Custom goals on NSFW pages are **used at your own risk**. Rephrasing lowers the odds but can't guarantee a custom line won't flag a platform's adult-content checks. The built-in goals are the safest choice.
#### Set per page
Goals are configured per page, so each one fits its own audience.
### What's the context library?
URL: https://reply200.com/docs/how-it-works/whats-the-context-library
The context library is a per-page knowledge base for the facts your replies must never get wrong: hours, shipping thresholds, return windows, pricing, product specifics. Reply200 reads it before answering, so it states what's true instead of guessing.
#### What goes in it
Short, factual statements, one per entry (up to 500 characters each). Think of what a new support hire would need on day one:
- "Free shipping on orders over $75; 2pm EST cutoff for same-day handoff."
- "Returns: 30 days from delivery, original packaging, refunds in 5–7 days."
- "We don't price-match competitors; the loyalty discount kicks in at the 5th purchase."
Each entry shows a status (**Ready** once it's live, **Processing** while we index it, or **Failed** if it needs a fix) plus when it was last edited. Change or remove any entry anytime. A single page holds up to **120,000 characters** total, so there's room for a real knowledge base.
One distinction worth knowing: the library holds **facts used when a comment asks for them**. A rule that must hold for *every* reply, no matter the comment ("never admit fault," "never make health claims"), belongs in the [Global rule](https://reply200.com/docs/how-it-works/page-settings) in page Settings instead.
#### It grows on its own, too
You don't have to type everything by hand. Reply200 keeps the library growing automatically, two ways:
- **From your own replies.** When you reply to a comment yourself, that reply is saved to the library. The next time a similar comment comes in, Reply200 already knows how you'd answer it, in your words, not a generic guess.
- **From your longer posts.** Short posts don't need saving. Reply200 just reads them as it replies. But when a post carries a lot of detail (a long announcement, a packed product description), it saves the key parts to the library, so a comment pulls only the piece that actually relates to it instead of the whole wall of text.
The scope is the difference that matters: a saved reply can help with similar comments **anywhere on the page**, while a post's details apply **only to comments on that same post**.
Both show up right here in the library, labeled **Admin reply** or **Post context**. Nothing is captured behind your back. Review them anytime, and delete anything you'd rather it didn't keep.
#### Context vs. goals
Two different jobs, two different places:
- **Context**: facts the reply should *know* (this library)
- **[Goals (calls to action)](https://reply200.com/docs/how-it-works/what-about-cta-handling)**: actions the reply should *take* (send people to your website, ask to follow…)
"Free shipping over $75" is context. "Send pricing questions to the pricing page" is a goal.
#### Share across pages
Build it once for a page, or **share one library with any of your other pages**, so sister pages answer policy questions identically without re-entering anything.
#### How it's used
When we [write a reply](https://reply200.com/docs/how-it-works/how-does-reply200-write-replies), your context entries are part of what we pull from, alongside the post itself and your page's voice. If a comment touches something in your library, the answer reflects it. If nothing applies, we fall back to the post and skip rather than guess.
### What comments get hidden?
URL: https://reply200.com/docs/how-it-works/what-comments-get-hidden
We hide comments that are likely to hurt performance, credibility, or user experience. AI reads tone, intent, and context, so real criticism stays up; fixed spam rules first hide every comment with a link, copy-paste repeats, or an author already hidden for spam five times. The page's own Keyword blocklist hides comments containing its words, phrases, or emoji, even when AI moderation is off.
Hidden
- Obvious spam and promotions
- Insults and slurs on regular pages
- On adult pages, claims the content is fake, AI-made or staged, and serious accusations like "you scammed me"
- Competitor bait
- Any comment with a link
- Any comment with a word, phrase or emoji from your [Keyword blocklist](https://reply200.com/how-it-works/page-settings), even with AI moderation off
- Anything that directly threatens performance or creates risk
Kept
- Genuine questions
- Real feedback, even when it's critical
- Sarcasm or trolling: may get roasted back based on your voice replica
- Off-topic but harmless chatter
Not all negativity is hidden: only content that directly threatens performance or creates risk is hidden automatically. You stay in full control, always.
### What counts as spam or negative?
URL: https://reply200.com/docs/how-it-works/what-counts-as-spam-or-negative
Every comment is classified into one of nine categories (eleven on adult pages). Comments matching your Keyword blocklist are tagged Blocklist and always hidden, outside those categories. Two get moderated:
Negative Moderated
- **Direct insults, slurs, or aggressive tone** aimed at the ad, post, live stream, or page
- **Attempts to discredit the content**, e.g., "fake," "AI-generated," "this is staged". On adult pages, these comments have their own category, Skeptical (see below)
- **Sarcasm, jokes and trolling** fall under Banter below and get a reply in your page's voice. A comment stays Negative only when hostile toward your page
Only content that clearly threatens performance or credibility is hidden. On adult pages and adult ads, Negative comments are ignored, not hidden.
Spam Moderated
- **Unrelated brands, hashtags, promotions, or platform mentions** that derail the conversation
- **Links, copy-paste repeats, or comments from authors hidden for spam five times** are hidden before the AI reads them
- **Attempts to initiate personal contact between users** (e.g., "DM me," "text me"), especially when replying to another commenter
- **Nicely phrased but off-topic comments** are still treated as spam if they derail engagement, distract from your goal (call to action), or pose platform risks
#### The other seven get engagement
Interest Engaged
Purchase or engagement intent: "how much?", "where do I order?", "is this available in my size?". The highest-value comments on your page; replies push toward your goal.
Positive Engaged
Praise and support. Gets a reply or a reaction to keep the momentum, or is intentionally left alone when a reply would add nothing.
Question Engaged
Genuine questions about the post, product, or brand. Answered from the post itself, your [Context Library](https://reply200.com/docs/how-it-works/whats-the-context-library), or common knowledge.
Issue Engaged
Comments needing help with broken audio, missing orders or technical problems get fixes from your Context Library or common knowledge. One-to-one cases on regular pages go to DMs or support. Pure venting is left alone.
Location Engaged
Questions about where to find you, your address, or directions. Answered from your page's own information. Personal "where are you based?" questions are politely declined in your page's voice.
Neutral Engaged
On-topic but low-signal comments. Replied to in your page's character when there's something to say, otherwise ignored.
Banter Engaged
Jokes, sarcasm, irony, trolling, playful challenges, or mocking questions. Answered in your page's voice instead of being hidden. Only hostility toward your page goes to Negative.
#### On adult pages
Adult pages (dating, adult or sexually suggestive content) and adult ads get two extra categories: Skeptical and Sexualized. Both were previously part of Negative and have their own switches in Settings.
Skeptical Moderated
Claims that the content is fake, AI-made, staged or scripted, and direct accusations of serious wrongdoing, such as scamming someone or stealing content. Hidden, like Negative comments on a regular page.
Sexualized Ignored
Sexual attention without hostility: explicit remarks, objectification, propositions, or explicit emoji. Left alone, never answered or hidden. A sexual remark used to insult the page is Negative instead.
Any category can be switched off per page in [Settings](https://reply200.com/docs/how-it-works/page-settings): comments in a switched-off category get no reply, no moderation, and no charge.
We catch the noise so your real audience gets heard.
### What does the "NSFW" label mean?
URL: https://reply200.com/docs/how-it-works/what-does-the-nsfw-label-mean
If a page shows an **NSFW** label, we've detected it as adult-adjacent and switched it to **policy-aware replies**.
It does **not** mean replies become explicit. The opposite. On these pages, replies use softer language, skip prompts to follow or message you, and route people to your bio instead of dropping links. That keeps Meta's, TikTok's, and YouTube's adult-content filters quiet, so your page doesn't get restricted or banned.
Moderation is softer too: insults are left alone instead of hidden, **Skeptical** comments that call the content fake or make serious accusations are hidden, and **Sexualized** comments are left alone. Settings shows two extra category switches for these comments. See [adult pages](https://reply200.com/docs/how-it-works/what-counts-as-spam-or-negative#on-adult-pages).
So the label is a safeguard, not something to undo. If you think a page was tagged by mistake, contact support and we'll review it.
### Will it hide real user comments by mistake?
URL: https://reply200.com/docs/how-it-works/will-it-hide-real-user-comments-by-mistake
We're designed to avoid that. Your keyword blocklist hides comments containing words, phrases, or emoji you add, and fixed spam rules hide every comment with a link. The AI judges comments by meaning and context, so fair criticism on posts stays up.
Spam and direct insults are hidden automatically, except on adult pages, where insults are left alone. Sarcasm and fair criticism often get a reply instead, and you can undo hides in the Comments dashboard.
You stay in control by adjusting toggles or contacting support if something needs fine-tuning.
### Are hidden comments billed?
URL: https://reply200.com/docs/how-it-works/are-hidden-comments-billed
Yes. Hiding a comment counts as a **processed comment**, the same as a reply, reaction, or intentional ignore.
Hiding protects your page from spam, toxicity, and engagement damage. We run the same AI analysis as any other action: understanding intent, evaluating risk, and making the right call.
See [How does pricing work?](https://reply200.com/docs/before-you-start/how-does-pricing-work) for plan details and per-comment rates.