Auto reply to comments and DMs, from your own sources only
Voxpanda replies to comments and DMs automatically only when the answer is in your brand’s own sources. When it is not, the question goes to your WhatsApp instead of getting a guessed answer. Auto-reply is part of Voxpanda, an AI social media manager that works only through each platform’s official API.
Answers come only from your sources
The AI answers from three kinds of source:
- your brand profile
- your knowledge base: uploaded PDF, DOCX and TXT files, a crawl of your website (up to 200 pages), and FAQs you add
- answers you gave earlier from WhatsApp and chose to save
The AI does not mention prices, discounts, stock or delivery promises that are not in your sources. A public reply never contains personal data. A question that needs personal data is moved to DM.
Each brand’s sources are kept separate, and a search for one brand cannot return another brand’s content. How tenant data is isolated is described on the Voxpanda security page.
How a comment is handled
- Voxpanda saves the comment, detects its language, and classifies its sentiment and intent.
- Spam or toxic: the comment is hidden where the platform supports it (Instagram and Threads) and gets no reply.
- Praise: a short reply from your brand’s reply variations.
- Question or complaint: the AI looks up your sources. It replies if its confidence is above the threshold. If not, the question is escalated.
- The reply uses the same language as the comment.
DMs follow the same steps, plus memory of the last 10 messages in the conversation. A DM about buying or pricing is labeled as a lead and added to your brand’s lead list.
When the answer is not found
If the answer is not in your sources, Voxpanda escalates the question to your WhatsApp. An escalation also happens for critical sentiment, crisis keywords you set, restricted topics such as medical, legal or financial advice, and VIP senders.
The customer can receive a holding reply, which you can turn off: “Thanks for asking. Our team will get back to you shortly.” Your answer from WhatsApp is posted on the original platform, and you can save it so the AI answers the same question next time. The full flow is on the page about WhatsApp escalation alerts.
Autonomy levels
| Level | Comment and DM replies |
|---|---|
| L0 Manual | the AI suggests, a person sends |
| L1 Approve first | sent automatically when confidence is high, the rest wait in a queue |
| L2 and L3 Autopilot | sent automatically, escalated by the rules above |
New brands start at L1.
Platform rules
Voxpanda follows each platform’s API rules, so some replies are limited or not possible. Checked against official documentation on 13 October 2026.
| Platform | Comments | DMs |
|---|---|---|
| reply, hide, delete, private reply | within 24 hours of the user’s last message; the user must write first | |
| Facebook Page | reply | within 24 hours |
| Threads | reply and hide, 1,000 replies per 24 hours per profile | no DM API |
| TikTok | Business accounts, outside the EU, UK and Switzerland (secondary source) | beta, needs TikTok approval, 48 hours, up to 10 messages in a row, not in the EEA, UK or Switzerland |
| X | only to accounts that mention or quote the brand, after X gives written approval for AI reply bots | not in the current release |
| YouTube | 50 quota units per reply | no DM API |
| no AI replies | no DM API |
Instagram private reply
When someone comments on your Instagram post, a private reply can send that person one DM. It works within 7 days of the comment and is limited to 750 calls per hour per account. Use it for “comment to DM” flows, for example a price question under a post. The limits for every platform are listed in reply window and rate limits by platform.
Replies after 24 hours
A reply you write in WhatsApp after the 24-hour window, but within 7 days, is sent on Instagram or Facebook with the human agent tag. That tag is allowed because a person wrote the reply. Details for Pages are in Facebook Page automation.
AI disclosure
Each brand can add a label to DMs answered by AI. The label is on by default for senders from EU countries, in line with the chatbot transparency duty in Article 50 of the EU AI Act.
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Questions
Can Voxpanda auto-reply to Instagram DMs?
Yes, within 24 hours of the person's last message. Instagram allows an app to reply only after the user writes first.
What does Voxpanda do when it does not know the answer?
It does not guess. It sends the question to your WhatsApp with a draft if it has one, and your reply is posted back on the original platform.
Can Voxpanda reply to Threads DMs?
No. Threads has no messaging API. YouTube and LinkedIn have none either.
What is an Instagram private reply?
A private reply is one DM sent to a person who commented on your post. Voxpanda can send it within 7 days of the comment, for example to answer a price question privately.
Does Voxpanda reply to comments on LinkedIn with AI?
No. LinkedIn's Developer AI Policy forbids AI-generated comments and the use of third-party comments as AI input, so the LinkedIn inbox is handled by people without AI suggestions.
How is this different from keyword-based auto-reply tools?
Voxpanda does both. Keyword automations send a fixed public reply and a DM when a word such as PRICE or INFO matches. Every other message is read by the AI, answered from your knowledge base, and escalated to you when the answer is not there.