Put Ecommerce Social Media Customer Support on Autopilot
Scale DM Responses

AI that monitors, classifies, and acts on every Facebook and Instagram comment; automating your ecommerce customer support so your team stops manually scrolling through hundreds of interactions.

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Why teams choose Social AI

Automate Your Social Media Customer Support with AI that Understands Context and Intent.

Respond to every comment without adding headcount

Handle ecommerce customer service requests on social channels

Classify every comment by intent and sentiment in real time

Maintain your brand voice with configurable AI persona

Free up your team from repetitive social media customer support

Track sentiment and engagement trends with real analytics

Use cases

Social AI use cases for comments, DMs, reviews, and brand protection

Explore how Yuma handles comment moderation, review replies, social listening, and DM conversion flows while keeping every response on-brand.

Social AI

Safeguard your brand across all social platforms

Yuma’s Social AI helps you Safeguard Your Brand Across All Social Platforms, giving you a centralized way to monitor activity and maintain a consistent brand experience everywhere.

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Features

Tools to automate your social media customer moderation

Connect your Facebook and Instagram pages, define your automation rules, and let the AI handle execution.

Auto Reply Spam Shield Positive Reviews Positive Engagement Negative Content Management Auto Hide Move to DM Agent Persona

Guidelines Engagement View Safety Guard Hard Limits

Social Insights Automation Health Social Metrics

One-Click Setup Emoji Manager Popularity Targeting Gradual Rollout

Safety & Accuracy

Guidelines

Embed brand tone, legal phrases, and do-not-say lists directly into the AI’s reasoning. Guidelines ensure all responses stay on-message and compliant, even as policies change, so your voice never slips, no matter how busy things get.

Engagement View

Every social interaction lands in one omnichannel feed, including ones the AI didn't act on. See the comment, the intent classification, the action taken, and the sentiment label. Click into any interaction and get the full conversation: the original post, the customer's comment, their profile, and the automated customer service actions.

Safety Guard

Every AI-generated reply goes through multiple quality checks before posting that catches hallucinations, policy violations, or tone drift. Your social media customer support responses stay accurate, compliant, and on-brand without manual review of every comment.

Hard Limits

Set hard guardrails like blocked topics, restricted actions, or escalation triggers for sensitive situations. You stay in control of what the AI can and can't do, even at full automation.

Analytics

Automation Health

Monitor automation rate, confidence scores, and error rates as automations roll out. Auto Health flags dips early, so you can retrain models, tweak triggers, or tighten limits before customers ever notice a dip in customer service response time or quality.

Configuration

One-Click Setup

Go live in minutes with a lightweight snippet, no complex configs. One-Click Setup auto-connects to your social accounts, pulls brand rules, and automating customer service instantly. Fine-tune later with advanced options or custom prompts when you’re ready to deepen personalization.

Emoji Manager

Decide if, when, and how emojis appear in replies. Emoji Tuner aligns visual tone with brand guidelines whether you love️ a playful vibe or prefer text only professionalism, ensuring every response feels consistent across cultures, products, and audience segments.

Popularity Targeting

Advanced targeting lets you factor in user popularity to sensitively handle high-value users so influencers and power customers get the sensitivity they deserve.

Gradual Rollout

Start with a small percentage of interactions handled by AI, review everything, and increase coverage once you're confident. Gradual Rollout lets you prove value before going to full customer service automation; the same approach Yuma uses across all ecommerce AI tools.

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Stop leaving social media customer support unanswered. Start automating.

Yuma plugs into your current helpdesk, storefront, and data sources so your team can automate faster without rebuilding the rest of the stack.

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Always-on moderation

DM handoff

Brand voice controls

Review automation

Frequently Asked Questions

Which channels do Yuma AI support?

Yuma covers 25+ support channels: email, live chat, SMS, WhatsApp, contact forms, Instagram DMs, Instagram comments (including ad comments), Facebook Messenger, Facebook comments, Twitter/X DMs, TikTok Shop, and review platforms (Trustpilot, Yotpo, Okendo, Judge.me, Avis Vérifiés). Each channel runs on the same core AI with the same accuracy, but you can configure different brand voices per channel (e.g. shorter on chat, more detailed on email). Yuma also offers a native Chat AI widget for your website and Social AI for automating social media customer support.

What languages do Yuma AI support?

Yuma supports 180+ languages. It auto-detects each customer's language and responds in that language, including regional dialects and right-to-left scripts. Your brand voice and policies stay consistent regardless of the language. So a French customer gets the same quality and accuracy as an English one. This means you can support international customers without hiring multilingual agents, which is especially useful during seasonal spikes when finding language-specific temporary coverage is nearly impossible.

Can you automate social media with Yuma AI?

Yes. Yuma's Social AI connects to your Facebook and Instagram pages in one click, classifies every comment by intent and sentiment in real time, and takes action based on rules you define: reply, like, flag, or skip. You configure the agent's tone, verbosity, and brand guidelines so replies sound like your team wrote them. A dashboard tracks automation coverage, sentiment distribution, negative exposure rate, and unanswered rate across both platforms.

What social platforms does Social AI cover?

Social AI handles Instagram DMs, Facebook Messenger, Instagram comments (including ad comments and mentions), and Facebook comments. The AI adapts its tone and format to each channel automatically.

Can Social AI turn public comments into private sales conversations?

Yes. When someone comments on a post or ad with purchase intent — "Is this available in my size?" or "How much?" — Social AI can respond publicly and simultaneously open a private DM to continue the conversation, qualify the lead, and drive the sale without cluttering your comment section.

How does Social AI handle different tones for public vs. private messages?

Social AI uses channel-aware brand voices. A public Instagram comment reply is concise and on-brand. A follow-up DM is warmer and more detailed. An email response is more formal. You configure each voice separately, and the AI applies the right one based on the channel.

Can I manage multiple brands or stores from one account?

Yes. One Yuma account can manage multiple stores or brands from a single helpdesk. Yuma automatically routes each conversation to the right store, applies the correct policies, and pulls the right order data. Everything works seamlessly even when all your stores share the same support inbox.

Why e-commerce leaders love their Yuma experience

“We chose Yuma AI, because of their overall multichannel accuracy. We tried help desk AI features and other AI products for our customer service but none of them made a difference. Later, we found Yuma to be the most effective option we tried. Yuma helps our customers on Trust Pilot and gets great feedback for super customer service. I think that's great!”