Why one reply style does not fit every comment
Under one post you get a fan who loves the product, a shopper asking about sizing, a customer whose parcel is late and a bot dropping a fake giveaway link. One canned reply sounds wrong for most of them, and answering each by hand means reading every thread twice.
- Cheerful replies to complaints read as careless
- Stiff replies to fans feel cold
- Spam left in place makes the thread look abandoned
How Yuma reads intent and tone
Social AI classifies every comment on your Instagram and Facebook posts, Reels and ads by intent and sentiment as it arrives. You set what happens for each case, scoped by platform and interaction type: a like and a thank-you for praise, an answer from your Handbook for a product question, an empathetic reply and a handoff for a complaint, and a hide for spam.
Every reply follows your brand voice settings for persona, tone, length and emoji, and passes quality checks before it posts. Order questions move to private messages, where Support AI resolves them.
| Comment | Intent and sentiment | Yuma's reply | Hands off when |
|---|---|---|---|
| Obsessed with this colour | Praise, positive | A like and a warm thank-you | No handoff needed |
| Does it run small? | Product question, neutral | A clear answer from your Handbook | The answer is not in your Handbook |
| My order is late | Complaint, frustrated | An apology and an invite to message | Always: order questions go to DMs |
| Fake giveaway link | Spam | Hidden from the thread | Only logged for review |
Four comments, four tones
Under a guitar maker's Reel, a fan cheers the limited edition, a shopper asks which wood the neck uses, a customer complains that his order is late and a bot posts a fake giveaway link. Yuma thanks the fan, answers the wood question from the Handbook, apologises to the customer and invites him to message, and hides the fake link.
Benefits
01Speed
Every comment, sorted
Each comment is classified and handled as it arrives, so threads never sit unanswered.
02Accuracy
The right tone, first time
A clear, friendly answer to a product question ends the thread instead of starting a back and forth.
03Focus
Your team on the hard ones
Frustrated customers and sensitive threads reach your team, while praise and simple questions get handled.
04Consistency
One voice across your pages
Replies on Instagram and Facebook follow the same brand voice and Handbook as your support team.
Yuma
Step by step
- 01
Read the comment
Yuma reads each comment on your Instagram and Facebook posts, Reels and ads as it arrives. - 02
Classify intent and sentiment
It labels the comment as praise, a question, a complaint or spam, and reads how the person feels. - 03
Match your rule
It finds the action you set for that intent, sentiment, platform and interaction type. - 04
Reply in your voice
It writes the reply with your persona, tone and length rules, and checks it before it posts. - 05
Hand off or hide
Complaints go to your team, order questions move to DMs for Support AI, and spam gets hidden.
