Comments are where customers ask “how much is shipping?”, “is this back in stock?” and “does it come in black?”. Miss them and you miss the sale. These tools help you keep up, in very different ways.
Updated 31 October 2026
Every comment is read and sorted. Buying questions are flagged and drafted with product and shipping details. Spam and scam comments can be hidden automatically. DMs and email are in the same inbox. Best for: Shopify brands in AU and NZ that get sales questions in comments.
Trigger a DM when someone comments a keyword. Great for giveaways and link drops, but it does not answer real questions. Best for: Creators and brands running growth campaigns like comment a keyword to get a link.
Comments become tickets next to your emails. Good if you already run Gorgias for support. Best for: Stores with a support team that lives in tickets and wants deep Shopify actions inside each ticket.
Facebook and Instagram comments in a shared inbox at a low per-seat price. Best for: Small support teams that want a simple shared inbox with an FAQ and live chat included.
Free and built in. Fine for low volume, but no AI drafts, scoring or Shopify context. Best for: Very small pages that get a handful of comments a week.
| Tool | Best for |
|---|---|
| Paperflower | Shopify brands in AU and NZ that get sales questions in comments. |
| Manychat | Creators and brands running growth campaigns like comment a keyword to get a link. |
| Gorgias | Stores with a support team that lives in tickets and wants deep Shopify actions inside each ticket. |
| Re:amaze | Small support teams that want a simple shared inbox with an FAQ and live chat included. |
| Meta Business Suite | Very small pages that get a handful of comments a week. |
Most tools treat comments as noise. Paperflower reads every one, spots buying questions like “do you ship to NZ?” and makes sure they get answered before the customer moves on.
Every conversation gets a score so the people ready to buy come first. You see who to reply to now, and who can wait.
Order status, shipping and product details are pulled in automatically, so drafts are right the first time and private order details never go out in public.
AI drafts are on and auto-send is off by default. Complaints are escalated to you. Refunds and cancellations always need a human.
Paperflower starts free with 100 customer interactions a month, no card needed: every message in one list, and you write the replies. AI sorting, reply drafts and spam hiding come with Standard, which is A$47 a month for 3,000 customer interactions, with a 7-day free trial. Human replies are always free. See all plans.
Local time zones, local shipping questions, and support from people who know the market.
Yes. Paperflower can hide spam and scam comments automatically once you opt in. Instagram's own keyword filters help too, but they only catch exact words.
Answer simple questions publicly so other shoppers see the answer. Move anything about a specific order to a DM. Paperflower never puts private order details in a public reply.
Not unless you turn that on. By default it drafts a reply and you approve it. You can switch on auto-send for simple, safe questions once you trust the drafts.
Instagram, Facebook and TikTok comments and DMs, support email through Gmail or Google Workspace, and Shopify for order details.
Yes. The Free plan is the basics: 100 customer interactions a month in one list, no card needed, and you write each reply. Standard adds AI sorting, reply drafts and spam hiding, and comes with a 7-day free trial. You can cancel any time. Compare plans.
Connect Instagram, Facebook, email and Shopify in a few minutes. On Standard, AI sorts every message and drafts every reply, you stay in control, and nothing is sent without your say-so unless you switch that on. Free puts every message in one list for you to answer.