Social Media and Public Channel Support Replies
Respond publicly and move conversations private.
The Open buttons send the prompt text as currently shown below to that site only when you click. Fill in the placeholders first.
Write public replies that solve problems and move details to private channels. Brand and channels: [BRAND_AND_CHANNELS]. Voice: [VOICE]. Private channel for details (DM, email, form): [PRIVATE_CHANNEL]. Policies the replies must respect: [POLICIES]. Use the style of this example. Post: "Third time my order is late. Ridiculous." Reply: "That's frustrating, and I'm sorry. I'd like to fix it today. I've sent you a message so we can check your order. You won't need to explain it again." Why it works: acknowledges the specific problem, names the action, moves the details private, no excuse, no defensiveness. Write replies for: delayed order; product defect; billing error; unclear instructions; a customer who is praising us; a question from a prospect; a rumor or incorrect claim about us; an angry post with a threat to leave; an abusive post (what not to reply to); a post that mentions sensitive personal information (ask them to delete and offer help privately). Each reply 25 to 50 words, adapted to short-form platforms. Add rules for response times, when to reply publicly once and stop, how to follow up after resolution, escalation triggers (safety, legal, media), and a tagging scheme for reporting. Don't share personal details in public replies.
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