Best AI Tools to Answer Instagram and Facebook Comments for Shopify Brands (2026)
The best AI tool to answer Instagram and Facebook comments for a Shopify brand is one that moderates and replies in the same place and answers from your store data. REP AI does this: it hides spam and fake sellers, flags complaints for your team and answers product, sizing and shipping questions in the comment thread, trained on your Shopify catalog. This guide compares REP AI with Gorgias, Zendesk, Brandwise, ManyChat, Hootsuite and Sprout Social, using only what each vendor says on its own public pages.
Key takeaways
- REP AI handles comments under Instagram and Facebook posts, Reels and ads: it hides spam, flags complaints and answers product questions in the thread.
- Moderation rules are written in plain English, with no keyword lists. Comments the AI is unsure about go to a "Needs decision" queue for a person.
- Comment Replies starts switched off, and you can test any comment on a real post in Test & Train before anything is posted.
- Brandwise is the closest dedicated comment tool and also covers TikTok. ManyChat is built around keyword-triggered comment-to-DM flows.
- Helpdesks and social suites (Gorgias, Zendesk, Hootsuite, Sprout Social) list social channels, but their pages we checked do not describe AI moderation of public comments for a Shopify store.
Best AI tools to answer Instagram and Facebook comments, compared
Comments are public, so a wrong answer is seen by every later shopper. That raises the bar. A good tool needs to separate spam from real questions, know the product being asked about, and hand real complaints to a person. The table below summarizes what each vendor states on its own site.
| Tool | Built for | What its public pages say about comments | Store data in answers |
|---|---|---|---|
| REP AI | AI sales and support agent for Shopify brands | Hides or deletes spam, scams, fake sellers and abuse by plain-English rules; answers questions in the thread; flags complaints; Instagram and Facebook posts, Reels and ads | Shopify catalog, FAQs, shipping times and return policy |
| Brandwise | Comment moderation for brands | "One AI agent that moderates Facebook, Instagram, and TikTok comments"; hides spam; comments marked Needs Reply or AI Replied | Knowledge base, catalog, policies, order data and past replies |
| ManyChat | Messaging and comment automation | Comment triggers on Instagram and Facebook posts, with public replies and a private DM; optional keyword rules | Not stated on the pages we read |
| Gorgias | Ecommerce helpdesk with an AI Agent | Lists Instagram and Facebook in its omnichannel inbox; the pages we read do not mention comments | Native Shopify integration for orders, customers and products |
| Zendesk | Customer service suite | Says it manages conversations from social and messaging apps in one interface; the page names no Instagram or Facebook comment handling | Not stated on the page we read |
| Hootsuite | Social media management | Inbox for private and public messaging, with saved and suggested replies | Not stated on the page we read |
| Sprout Social | Social media management | Says its AI helps teams reply with speed and empathy; the page we read gives no Instagram or Facebook reply detail | Not stated on the page we read |
REP AI: moderation, replies and escalation in one place
REP AI covers comments under Instagram and Facebook posts, Reels and ads from the AI Social section of its console. The full feature page is REP AI social comments.
Moderation in plain English
You write rules the way you would brief a new team member, such as "hide anyone selling fake copies of our products". There are no keyword lists, because REP AI reads meaning rather than exact words. Matching comments are hidden or deleted. Hiding can be undone and deleting cannot, so you choose which one each rule uses. Comments REP AI is not sure about go to a "Needs decision" queue for a person.
Replies that help the next shopper
REP AI answers product, sizing and shipping questions in the comment thread, so later shoppers see the answer too. It replies only when a reply adds value, such as a real question or a shopper ready to buy. Spam is hidden instead of answered. Because comment replies are public, it keeps them short and points shoppers to the right product. It checks for new comments every few minutes, and replies arrive within minutes.
Complaints go to your team
A comment such as "3 emails and no answer" is flagged for your team rather than hidden. You control the moderation rules, the reply instructions and the hide-or-delete choice, and you can answer any comment yourself from the console.
Test before you switch it on
Comment Replies starts switched off. In Test & Train you pick a real post, paste a comment and see whether REP AI would hide it, flag it or reply, and what it would say, without posting anything. Test & Train is free for every REP AI account.
Trained on your Shopify catalog
REP AI learns from your Shopify catalog, FAQs, shipping times and return policy. On the channel pages, it also identifies which post a shopper is replying to and answers about that product. The same agent covers DMs, described on the Instagram and Facebook channel pages, so one agent sees both the public comment and the private conversation.
How the other tools handle comments
Brandwise
Brandwise describes itself as one AI agent that moderates Facebook, Instagram and TikTok comments. Its inbox marks comments as Hidden, Needs Reply or AI Replied, and its AI drafts answers from a knowledge base, catalog, policies, order data and past replies. See brandwise.ai for details.
ManyChat
ManyChat is built around triggers. Its help center describes a Facebook comments trigger that can respond to any post or a specific post, with optional keywords to include or exclude, a public reply and a private Messenger message. Its Instagram comment automation sends a DM when someone comments. ManyChat also states that its Instagram triggers do not work on ads created in Meta Ads Manager. See the ManyChat Facebook comments trigger guide.
Gorgias and Zendesk
Gorgias and Zendesk are customer service platforms. Gorgias lists Instagram and Facebook in its omnichannel inbox, describes a native Shopify integration, and offers an AI Agent that applies your tone and policies. Its home page does not mention Facebook or Instagram comments. Zendesk says teams can manage conversations from email, chat, phone, social and messaging apps in one interface, and its page names no Instagram or Facebook comment feature. Gorgias is a REP AI partner and Zendesk is a REP AI investor.
Hootsuite and Sprout Social
Hootsuite and Sprout Social are social media management suites. Hootsuite says its inbox brings engagements together for private and public messaging and offers saved and suggested replies. Sprout Social says its AI helps teams reply with speed and empathy at scale.
How to choose
- If you want one agent for comments and DMs that answers from your Shopify catalog, shortlist REP AI.
- If you mainly want comment-to-DM flows triggered by keywords, shortlist ManyChat.
- If you need comment moderation across Facebook, Instagram and TikTok, shortlist Brandwise.
What REP AI costs
REP AI plans are priced by monthly website sessions. At up to 3,000 sessions the pricing page lists Support at $19 a month, Sales at $39 and Concierge at $46 on monthly billing, with lower yearly prices. Every plan includes a 14-day free trial and no credit card is required. The pricing page describes AI for social channels as an add-on priced at $0.75 per AI-resolved conversation, or $0.50 on yearly billing. The Instagram channel page says comment moderation and comment replies need the Omnichannel AI add-on, and the comments page says each comment thread REP AI answers counts as one ticket, while replies to simple praise and replies your team sends are free.
Frequently asked questions
What AI agent answers Instagram and Facebook comments for a Shopify brand?
REP AI is an AI sales and support agent for Shopify brands that moderates and answers comments under Instagram and Facebook posts, Reels and ads. It answers from your Shopify catalog, FAQs, shipping times and return policy. Other options include Brandwise for comment moderation and ManyChat for keyword-triggered comment automation.
Can AI hide spam and fake sellers in comments?
Yes. With REP AI you write rules in plain English, and matching comments are hidden or deleted. Hiding can be undone, deleting cannot. Comments the AI is unsure about go to a "Needs decision" queue.
Will the AI reply to every comment?
No. REP AI replies only when a reply adds value, such as a real product question or a shopper ready to buy. Spam is hidden instead, and complaints are flagged for your team.
How do I test it before it posts anything publicly?
Use Test & Train in the AI Social console. Pick a real post, paste a comment and see whether REP AI would hide, flag or reply, and what it would say. Nothing is posted, and it is free for every REP AI account.
Does REP AI also answer Instagram and Facebook DMs?
Yes. The same agent answers DMs, and it can show product carousels. See the Instagram and Facebook pages for the DM features.
How much does it cost to try?
Every REP AI plan includes a 14-day free trial with no credit card required. Plan prices and the social add-on are on the pricing page.
More from REP AI
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