Phone numbers, addresses, and negotiation do not belong in public comments. Private reply protects buyers and opens a cleaner sales path.
Keep public
Short reassurance and a clear invite to continue privately.
Move private
- Contact details
- Order details
- Sensitive complaints
In ChatLik
Configure private-reply templates in comment automation and finish in Inbox.
Operational detail for this topic
When applying “Private Reply: Privacy and Sales Together” in ChatLik, start with one channel and one measurement path for a week before scaling. Related categories (comments, sales-growth) guide where internal links and reports belong. Document who owns copy/template edits so human replies never fight automation.
Peak-hour scenario
Peak hours mix public comments, DMs, and WhatsApp asks. Practical order: short auto replies for FAQs, Inbox assignment for judgment cases, and pause automation on those threads to avoid conflicting answers. After the peak, review the path for private reply privacy and sales and rewrite only the two weakest replies.
What to review after seven days
- Did first-reply time drop in peak hours?
- Did serious chats rise — not only noisy comments?
- Any complaints from inaccurate automated promises?
- Are templates and prices still aligned with the live offer?
Hard limits
Do not broadcast widely before testing the template on a sandbox number. Do not leave stale prices in comment or WhatsApp templates. Do not rely on automation alone for harsh complaints or refunds.
FAQ
Does private reply replace public automation?
No — public builds lurker trust; private completes data.
Action plan
- Define public-forbidden data
- Enable private-reply template
- Train the team to finish in Inbox
Related: Comment automation · Unified inbox · Why reply.
Safer copy
Public: we messaged you privately. Private: ask size/city then price. Never card data.
Weekly test
- Test comment
- Confirm private delivery
- Ensure no secret discount leaked publicly
