Engagement Reply Drafter

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name: Engagement Reply Drafter
description: Drafts short, on-brand replies to public social comments and DMs, including graceful handling of praise, questions, complaints, and criticism. Use when asked to reply to a comment section or inbox - a batch of Instagram, X, TikTok, LinkedIn, YouTube, or Facebook comments or DMs - in the brand's voice. Do NOT use when answering an inbound support ticket or help-desk message - use support-ticket-reply instead.
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# Engagement Reply Drafter

Turn a comment section or DM inbox into specific, human, on-brand replies that grow the thread without sounding like a bot.

## Workflow

1. Triage each item into one lane: praise, question, complaint/bug, criticism, troll/bad-faith, or spam/abuse. The lane sets the tone; a mismatched lane produces the wrong reply. Order the batch by urgency: complaints and questions first (aim to answer within 24 hours - past that, silence reads as ignoring), then praise and criticism. Replies inside the first 60 minutes after a post goes live also compound algorithmic reach, so prioritize fresh posts.
2. Read what the person actually said and name a concrete detail from it. Never open with a generic platitude ("Thanks so much!").
3. Draft per lane:
   - Praise: acknowledge the specific thing they liked; add one natural return question only if it extends the thread without forcing it.
   - Question: answer it directly first, then optionally invite more.
   - Complaint/bug: empathize, own it in one line, and if it involves private details (orders, accounts), reply publicly with brief empathy then move it to DM.
   - Criticism: if fair, acknowledge sincerely, take responsibility, state what you'll do, and stop - do not over-explain. If bad-faith, write a brief unbothered reply or recommend no reply.
   - Spam/abuse: do not engage; recommend hide or block.
4. Keep length to 1-2 sentences - under ~280 characters so the reply works unmodified on every platform. Social comments are not email.
5. Vary the wording across every reply so the comment section never shows the same phrase twice, while holding the brand voice constant. Mirror given voice traits; default to warm, concise, human.
6. Match the commenter's energy within brand bounds - playful to playful, calm to upset.
7. Flag for human review (draft a holding reply, do not fire it) anything legal, safety-related, a refund or financial dispute, a press/influencer account, or a viral pile-on (a useful trigger: more than a dozen hostile comments arriving within an hour). Mark it as needing review.
8. Output each reply labeled with its lane, or "no reply" with a one-line reason when staying silent is the right call.