Respond to a Community Message

To be able to reply to a message, you do not have to be assigned to the message.

The option to reply to a Community message may not be available depending on the social media platform and their API limitations, the type or the age of the content, and so on. For example, you cannot reply to a mention in a Facebook post/comment if the author of the mention is not determined in Community. You can still reply to such mentions directly on Facebook.

Compose a reply manually

Steps:

1. In the message that you want to reply to, click Reply.

   

   The text box opens.

2. Type a message in the text box.
   You can add an emoji or attach an asset (for example, a photo) to the message. You can also use answer templates to insert frequently used standard phrases such as Hello! Thank you for your message. How can I help you today? (see Set Up Answer Templates for Community).

   

3. Click Reply.
   The reply is posted to the Community message.

Compose a reply using the AI reply assistant

You can use the AI reply assistant, an artificial intelligence tool, to quickly write replies. The AI reply assistant helps you create a reply based on a text prompt and modify it per your instructions.

AI reply assistant options

The AI reply assistant offers the following options:

• Rephrase

• Make longer

• Make longer & add context

• Make shorter

• Simplify

• Change tone

  • Empathetic

  • Friendly

  • Persuasive

  • Professional

• Translate to
  The translation option is available only if you have the translation feature enabled in Community.

To generate the first version of the reply, all the options except for “Make longer & add context” use the text prompt that you enter in the text box. The “Make longer & add context” option uses the text prompt that you enter in the text box as well as the messages in the conversation in the Community message.

When generating the second and all the subsequent versions of the reply, all the options also include the previous generated versions of the reply in the processing.

Automatic language detection and supported languages

The AI reply assistant can detect the language of the text that you submitted as a reply draft.

For the best results, we recommend that you use full diacritics of the particular language (accents, stress signs, umlauts, and so on). For example, when typing in French, type hôtel and très instead of hotel and tres.

If the AI reply assistant detected the language incorrectly, you can manually change it to the correct one.

Usage guidelines and policies

Human moderation is necessary when using the AI reply assistant. The decision to use and/or modify the AI-generated content is yours.

The AI reply assistant is an artificial intelligence tool. While highly autonomous and constantly learning, some members of your audience may find its messages inappropriate and, ultimately, damaging to your brand.

You cannot use the AI reply assistant to generate the following types of content:

• Hate

• Harassment

• Violence

• Self-harm

• Sexual

• Political

• Spam

• Deception

• Malware

If you prompt the AI reply assistant to generate such content, it may not generate content at all or generate content that you do not expect.

Use the AI reply assistant to compose a reply

Steps:

1. In the message that you want to reply to, click Reply.

   

   The text box opens.

2. Type in a draft in the text box.
   It can be a few words or few sentences.
   You can add an emoji or attach an asset (for example, a photo) to the message. You can also use answer templates to insert frequently used standard phrases such as Hello! Thank you for your message. How can I help you today? (see Set Up Answer Templates for Community).

   

3. Click the AI reply assistant icon, and select one of the available options (see “AI reply assistant options“ earlier in this article).

   

   The AI reply assistant generates the reply and opens it in a separate pop-up dialog.
   The AI reply assistant can detect the language of the text that you submitted as a reply draft. If the AI reply assistant detected the language incorrectly, you can manually change it to the correct one. You can find the list of the languages that the AI reply assistant supports earlier in this article.

4. To change the text, click Modify, and select one of the available options.

   

   The AI reply assistant modifies the text accordingly.

5. Continue tweaking the text until it is up to your expectations.
   At any point, you can go to a previous version of the modified text or return to a later version. The pop-up dialog keeps up to 10 latest versions of the text.

   

   To discard the current AI reply assistant results and start over from scratch, click Modify -> Discard. This will erase all the versions of the text, but will keep your initial text prompt in the text box.

6. Once you are satisfied with the text, click Insert reply.
   The text is inserted into the text box.
   The reply is not yet posted to the Community message.

7. (Optional) Edit the text in the text box manually, if needed.

8. Click Reply.
   The reply is posted to the Community message.

Additional reply options

When composing a reply, check the maximum number of characters that you can use. For more information about the character number limitations of different social media platforms, see Reply Options and Limitations in Community Messages.

You can choose to mark the message as done after posting the reply.