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Documentation›Meta Agent›Comments and moderation

Meta Agent

Comments and moderation

How the agent replies to public comments, hides abusive ones, and directs customers to private messages.

Comments on your posts are a public showcase: a quick, helpful reply makes a good impression on everyone who reads them, not just the person who wrote. The Meta agent handles this flow with good judgement.

Public replies

When someone comments with a question (hours, availability, prices), the agent can reply publicly in a brief, courteous way. The moderation instructions you set on the agent's page guide the tone and content of these replies.

Hiding abusive comments

If you have enabled the relevant option, the agent automatically hides comments that are clearly offensive or spam, without replying. Legitimate criticism and genuine questions are never hidden: they always receive a reply. The goal is to protect your profile's image, not to suppress debate.

From comment to private message

For requests that involve personal details, a booking, or a quote, best practice is to invite the person to write to you in private, where the agent can collect the information and complete the transaction without exposing details in public. Set this behaviour in the moderation instructions.

Comments are a funnel

Treat comments as the top of the funnel: reply publicly in a concise way and move to private everything that leads to a booking or an order. That is where the agent performs at its best.

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