For e-commerce and DTC brands
Your ads get comments. Your buyers get answers.
Every ad brings questions about sizes and shipping, a few angry order messages and a scammer offering a cheaper copy. Herald answers the routine, hides the scams and sends the order problems to support.
What keeps this team up
Scams under the ads you pay for
Fake “50% off” links under your ad steal the click and the trust. Comments on Facebook and Instagram ads arrive with the post, and spam is hidden in seconds when hiding is on.
The same question, two hundred times
“Do you ship to Canada?” Give the brand the answer once as a fact; simple questions are answered on their own, and a question it has no fact for waits for a person.
An angry order message in public
A complaint under an ad is seen by everyone who sees the ad. Order problems are drafted for the support team, in your voice, without promising refunds Herald cannot make.
What lands in the inbox
A launch-day hour under a skincare brand’s ad.
Noor A.Comment thread · Instagram
Do you ship to Canada?
Draft: We do, Noor! Orders to Canada arrive in 4–7 business days, and shipping is free over $60.
Simple questionLow97%Auto-sendConfident enough to send on its ownglow.deals.outletComment thread · Instagram
Same serum 70% cheaper here 👉 glow-outlet-deals.shop
Hostile / troll / spamMedium98%HidePolicy: hide hostile and spam commentsKelsey R.Comment thread · Facebook
Ordered 3 weeks ago, still nothing, and no reply to my emails. #2231
Draft: Kelsey, I’m sorry, three weeks is far too long. I’ve sent order #2231 to our support team now and they’ll message you here today with where it is.
Order, shipping or accountMedium94%Draft ahead for reviewIvyComment thread · Instagram
Obsessed with the night cream, my skin has never looked this good 😍
Draft: Ivy, you just made the whole team smile. Thank you for glowing with us ✨
AppreciationLow97%Auto-sendConfident enough to send on its ownDana F.Comment thread · Facebook
Broke out in a rash all over my face after two days of using this
Draft: Dana, I’m so sorry this happened. Our support team will message you here today to hear exactly what happened and help.
Order, shipping or accountHigh90%Draft ahead for reviewBen S.Comment thread · Instagram
Overpriced for what it is honestly
Disagreement / critiqueMedium88%Review, draft on requestPolicy: draft on request
Invented sample messages. What happens to each is worked out by Herald's own policy engine under this team's starter rules.
One message, start to finish
Rules they turn on first
A store’s first rules: spam hidden on every ad, simple questions answered on their own from the facts you give, order problems drafted for support.
Automatic replies
OffOn
Automatic hiding
OffOn
Automatic replies per hour
3040
What never happens on its own
However the rules are set, Herald never answers these on its own:
- Hostile / troll / spamInsults, trolling, scams or bot spam. Never answered; Herald suggests hiding it.
- Possible crisisAbuse, self-harm, loss or crisis. Always goes to a person with crisis resources; never automated.
- Legal / press / partnershipPress, legal, sponsorship or takedown requests. Goes to the Owner; never drafted.
Every reading, decision, draft, send and hide is kept in an audit log that cannot be edited, and can be exported.
Automatic replies stay off until the brand switches them on, after Herald shows what they would have sent.
What a month costs at this size
3 brands, 8 connected accounts, 4 people, 12,000 messages a month
$205.83 a month, billed yearly
Starter plan
People’s time to answer them well by hand$26,854 (408 hours)
People’s time with Herald$9,528 (142 hours)
Saved after the plan’s price$17,326
Estimates from the same method and sources as the comparison page; every feature, brand and teammate is included. See the working
Where it connects
Works with
- YouTube· Coming soon
- X· Coming soon
- Your own app
Want next?
Herald answers comments and DMs. It does not publish posts: keep the scheduler you use.
What the research says
34.1%
of comments on Meta ads were hidden in 2025; paid posts drew nearly twice the toxicity of organic ones.
Respondology, Business of Comments Report, 2026Platform data. 168.8 million comments. Data from a company that sells comment moderation. 40%+
of people who reported losing money to a social-media scam said it began when they ordered something they saw in an ad.
US Federal Trade Commission, 2026Government research. Consumer Sentinel reports for 2025: a share of people, not of money lost. 24%
of consumers surveyed say they are willing to wait even an hour for a response.
Emplifi, 2025Industry survey. Nearly 900 frequent social media users. Run by a company that sells social software.
Questions this team asks
Does it see comments on our ads, not just our posts?
Yes. Comments on Facebook and Instagram ads arrive with the post they are on, in the same inbox, and the same rules and hiding apply.
Will it promise refunds or discounts?
No. Drafts are checked before anyone reads them, and money promises, stray links and medical advice are caught by Herald's guardrails. Order problems wait for your support team.
Can it look up an order?
Not yet: there is no store or helpdesk connection. Order problems are drafted for your support team with the order number from the message, so they can pick it up quickly.
What if someone reports a reaction to a product?
A message about an injury or reaction reads as high risk: it is drafted for review and never sent on its own, and you can mark order problems for the owners' review. Drafts give no medical advice; Herald's guardrails catch it.
How do the shipping answers stay right?
Give the brand its facts (shipping times, return window, sizes) once. Drafts use only those facts, and a question that needs a fact you have not given waits for a person.
How is it priced around a big launch?
By handled messages: answers, drafts and hides. Reading is free at any volume, every plan includes every feature, and extra messages are priced per message rather than per seat.
Turn your ad comments into answered buyers
We are opening a few store workspaces at a time. Tell us how many brands and ads you run.