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Reply privately to a comment (Facebook and Instagram)
Send the person who commented a private message that starts a chat with them. One private reply is allowed per comment, within 7 days of the comment.
Before you start · for agentsThe Edit permission on the channel, and the session connected for comments.
Before you start · for agents
The Edit permission on the channel, and the session connected for comments.
- You need: The Edit permission on the channel, and the session connected for comments.
Steps
1
Open the comment thread and choose Reply in DM.
2
Type a text message.
3
Send.
The person gets a private message, and if they reply, a private chat with them starts.
How it works
A private reply is text only, and the length limits apply: 2,000 characters on Messenger and 1,000 bytes on Instagram.
If the private reply fails, you can try again within the time limit. Only a reply that was sent successfully uses up the chance.
On Facebook, after the first private reply, the person’s comments are merged into their private chat.
TikTok doesn’t support private replies.
If something goes wrong
What you see
Why
What to do
“Only one DM reply is allowed per comment, once per week”, or “The 7-day window to DM this commenter has passed”
The private reply was already used, or 7 days have passed.
Reply publicly, or wait for a message from the person.
“Replying privately isn’t available on this platform. Reply on the post instead.”
The channel is TikTok.
Reply publicly.
“The message is too long”
It’s over the length limit.
Shorten it.
A real example
Namaa Academy
The situation
200 comments asking “How much?” on the course ad.
What they did
- The team answered each comment with a private reply that has the price and the sign-up link.
The result
The conversation moved to private messages, and each person can be followed up in their record.
A made-up company, to show the idea. The numbers are rounded.
Good to know
One private reply per comment.
Within 7 days of the comment.
Text only.
Facebook and Instagram only.
Did this guide solve it?
If not, we’ll ask what was missing.