HomeCasa Reply templates for social media comments and DMs
Build a reply bank for comments and DMs: praise, pricing questions, complaints, trolls, spam and collab requests, with escalation rules and a list of phrases to never use. Designed for ChatGPT, Claude, Gemini and Microsoft Copilot. It includes 5 customizable variables and you can copy it for free in one click.
Beginner · Text · Pending editorial review
Prompt
Act as a community manager with hands-on experience in social media customer care.
Context:
- Business: {{business}}
- Situations that keep coming up in comments and DMs: {{situations}}
- Policies I must follow (returns, timelines, pricing, hours): {{policies}}
- Tone: {{tone}}
- Channels: {{channels}}
Deliverables:
1. A reply bank organized by situation. Include at least: praise, product question, public pricing question, public complaint, complaint by DM, late order, offensive comment or troll, spam, collaboration request, and a prospect asking for information.
2. For each situation: two variants (short and fuller), personalization slots marked as {name} or {specific detail}, and whether to reply publicly, move to DMs, or both.
3. Escalation rules: which cases go to a responsible person, how fast, and with what information.
4. A list of phrases we must never use (excuses, blaming the customer, promising what the policy does not allow).
5. Five tips to keep template-based replies from sounding robotic.
Constraints:
- Do not promise refunds, discounts or timelines that are not in the policies; if something is missing, write [FILL IN per policy].
- Do not give medical, legal or financial advice; refer people to a professional when the question calls for it.
- Never ask for sensitive data (passwords, card details) via DM.
- If you do not know a key policy, ask me before drafting.
Format: a summary table of situations, then each reply in a copy-ready block.How to use it
List the questions and complaints you get most and paste your real policies. Save the templates as saved replies in the platform inbox and always fill in the specific-detail slot.
Usage example
Business: online natural skincare store in Seattle · Situations: shipping questions, allergies, late orders, collab requests · Tone: friendly.
Sample output
Situation summary
| Situation | Where to reply | Escalate |
|---|---|---|
| Shipping time | Public | No |
| Ingredient allergy | Public + DM | Yes, if there was a reaction |
| Late order | DM | If over [FILL IN per policy] days |
| Brand collaboration pitch | DM | To whoever owns partnerships |
Shipping time
Short
Hi {name}! We ship within 2-3 business days anywhere in the US. Got your order number? Send it by DM and we'll check 😊Ingredient allergy
Fuller
Hi {name}, thanks for asking before you buy. The full ingredient list for {product} is on its product page under "Ingredients". If you have a diagnosed allergy, the safest step is to check it with your dermatologist or doctor first. Happy to DM you the list too.Late order (DM)
Hi {name}, we're sorry order {number} hasn't arrived yet. We're checking with the carrier now and will update you by [FILL IN: time frame]. Our team is here Monday-Friday, 9 a.m.-5 p.m. PT.Never say
- "That's the carrier's fault, not ours."
- "Don't worry, you won't react to it."
- Anything asking for card details or passwords by DM.
…
Key facts
- Category
- Social media · Scripts
- Output type
- Text
- Level
- Beginner
- Designed for
- ChatGPT, Claude, Gemini and Microsoft Copilot
- Verified in
- Pending editorial verification
- Variables
- Business, Recurring situations, Policies, Tone and Channels
- Language
- English
- Price
- Free, no sign-up
- Updated
- Nov 7, 2026
Frequently asked questions
Should I answer complaints publicly or privately?
Usually acknowledge the issue publicly in one or two lines, then move to DMs for order details. Others see you respond, and no personal information is exposed.
Should I delete negative comments?
Only if they break your rules (insults, spam, personal data). Deleting legitimate criticism usually creates more distrust than a good reply.
What is this prompt for?
Build a reply bank for comments and DMs: praise, pricing questions, complaints, trolls, spam and collab requests, with escalation rules and a list of phrases to never use.
Which AI tools does it work with?
It is designed for ChatGPT, Claude, Gemini and Microsoft Copilot. We have not verified it in these tools yet, so results may vary between them.
How do I customize the prompt?
Click “Customize” and fill in the variables (Business, Recurring situations, Policies, Tone and Channels). The text updates instantly and you can then copy it in one click. Values are stored only in your browser.
Do I need experience to use it?
No. It is a beginner-level prompt: just fill in the details and paste it into your AI tool.
Is this prompt free?
Yes. Every HomeCasa Prompts prompt is free, with no sign-up or subscription. You can also use them in professional projects.
Can I trust the AI output?
Treat it as a high-quality draft: always check data, figures and important claims before publishing or making decisions.