Sample result
Automated Comment Reply Builder for Restaurants
The owner asked this:«We're Sazón de Origen, contemporary Colombian cooking in Medellín, two locations, six years in. On Sunday everything landed at once on Instagram: a lady commented that she waited 40 minutes for a house platter and she is absolutely right; a guy who has never been wrote under the three-meat sancocho video that we charge restaurant prices for ordinary food; and there are eleven comments asking how much the garlic trout costs. I answered the lady with ‹DM us› and it got worse: two more people said it happened to them too. Tell me what to write, in my voice — we're warm and unpretentious.»
① Sunday's three-case matrix
| Case | Signal that gives it away | First reply | Second reply or silence | Who signs |
|---|---|---|---|---|
| Fair criticism — 40-minute wait | States a verifiable fact with day and time, and has eaten here before | Public, acknowledges the wait and says what changes on Sunday | Public too, and only then: WhatsApp with a real name and a 24-hour window | Manager, original location |
| Troll — «restaurant prices for ordinary food» | No order history, opines on price without tasting, fishing for a reply | One only, dry, no irony: a fact and an open door | None. The thread is left alone for 48 hours | Community manager |
| Price question — garlic trout, 11 times | «How much is it?» repeated under the same video | Exact figure, portion size and what it includes, pinned at the top | Only if they ask about delivery: the channel price, commission included | Community manager |
Illustrative figures from a fictional case. All three replies are written for the 4,200 people who watched the video, not the 13 who commented.
② The criticism thread, word for word
First reply, public (published today, before the thread sinks):
Doña Marta, forty minutes for a house platter is too long and there's no excuse: on Sunday lunch the delivery orders and the dining room hit us at once, and the kitchen couldn't keep up. From this Sunday the platter goes out with the meats already portioned from 11:30, and we're adding one more person on the pass from 12 to 3. Thank you for saying it here instead of leaving quietly.
Second reply, public, next day (this is where it moves to private, not before):
Doña Marta, we owe you one: Laura will message you on WhatsApp today before 6 p.m. to invite you back to try the change. If anyone else waited that Sunday, write to us and you'll get the same answer.
What was NOT written, and why:
| Discarded line | Why it doesn't go public |
|---|---|
| «We regret any inconvenience caused» | Says neither what happened nor what changes; the reader concludes nobody took responsibility |
| «DM us and we'll sort it out» as the first move | That is exactly what was done on Sunday, and two more people replied «same here»: in the open it reads as hiding |
| «We had a very busy day» | Turns the customer's problem into the house's achievement |
The full example has 1 more part(s): you see them inside the library, with your account.