Comment and Message Reply Log

Who this is for

One list for every message that needs an answer. Comments, direct messages and emails from all your platforms go on the same sheet with what they were about, and each is marked off when someone replies, so nothing sits unanswered.

Creators, small businesses and community accounts that hear from followers and customers on several platforms, especially where more than one person answers.

What this helps you track

• Every comment, DM and email that needs a reply, whatever the platform
• What each message was about and whether it was a question, complaint, praise or enquiry
• When it was answered and by whom
• Messages that need a follow-up after the first reply
• How many came in and how many were answered each week

How to use it

1. Write the account or brand and the week at the top.
2. As messages arrive, add a row with the date, platform, sender and a one-line summary, and choose the type.
3. When someone replies, write the date and their initials so the team can see it is done.
4. Tick follow-up if the reply promised something, such as a refund or more information.
5. At the end of the week count what came in and what was answered into the tally boxes.
6. Carry any unanswered or follow-up rows onto next week's sheet.

Formats

• Printable PDF (A4 and US Letter)
• Fillable PDF with form fields
• Fill in online, saved in your browser

The printable is laid out inside a box that fits both A4 and US Letter, so the two files are identical and neither one is scaled. The fillable PDF has real form fields. The online version keeps what you enter in your own browser and builds the completed PDF on your device.

How to print

Download the A4 or US Letter file to match the paper in your printer, open it in a PDF reader and print at 100% — not "fit to page", which shrinks the writing space. Both files leave a 14 mm margin, which clears the unprintable edge on home printers. To print the online version with your entries in it, use the Print this sheet button, which prints only the sheet and none of the page around it. More on printing.

Questions

Should every comment go on the log?

Only the ones that need an answer. A like or a passing emoji does not, but a question, a complaint or an order enquiry does. Logging those alone keeps the sheet short enough to work from.

What about personal details in messages?

Keep the summary short and leave out addresses, order details and anything private; the full message stays on the platform. If the log is shared, check how the rules where you are treat customer information.

How do two people avoid answering the same message?

Whoever replies writes their initials in the replied-by column straight away. A glance down the column shows what is taken before anyone opens the inbox.

Why tally received and replied?

The two numbers side by side show whether you are keeping up. A gap that grows week on week is a sign the inbox needs more time or another person.