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Setting Up Smart Community Management: 6th Finger & AI Reply Assistant

Complete setup guide for 6th finger sentiment analysis & AI Reply Assistant. Transform reactive to proactive community management workflow.

Filip Strycko avatar
Written by Filip Strycko
Updated over a month ago

Transform your community management from reactive to proactive with TrollWall AI's intelligent comment analysis and automated response system. This guide will walk you through understanding 6th finger and setting up AI Reply Assistant to work together seamlessly.

What You'll Accomplish

By the end of this setup, you'll have:

  • Understanding of 6th finger - how it analyzes sentiment and recommends response strategies (already active)

  • AI Reply Assistant (AIRA) generating personalized, brand-appropriate responses automatically

  • Streamlined workflow where AI suggests both what to do and how to respond

Time Investment: Allow 15-30 minutes for AIRA setup. The investment pays dividends in daily time savings and response consistency.

Free Trial Included: Each of your new Social Accounts connected to an AI Reply Assistant is allowed 40,000 requests generating comment replies, as part of a free trial. To increase this limit, please contact your account manager or e-mail us at [email protected].

Part 1: Understanding 6th Finger (Active by default)

TrollWall AI's 6th finger is already working behind the scenes, analyzing every comment that comes through your connected social media accounts. Here's what it provides:

Automatic Sentiment Analysis

Every comment receives one of three sentiment labels:

  • Positive: Customer satisfaction, praise, enthusiasm about your brand

  • Negative: Complaints, criticism, dissatisfaction that needs attention

  • Neutral: Questions, informational content, basic acknowledgments

Smart Action Recommendations

For each comment, 6th finger suggests the most appropriate response strategy:

  • Like: Positive comments that benefit from acknowledgment but don't need detailed responses

  • Reply to Question: Direct inquiries requiring informative responses

  • Reply to Comment: Situations needing brand engagement (complaints, concerns, reputation management)

  • Ask Human: Complex issues requiring human judgment

  • Ignore: Comments requiring no action (off-topic, spam, simple expressions)

Providing Feedback to Improve Accuracy

You can correct any misclassified sentiments or actions by clicking on the labels and selecting the appropriate option. This teaches the system your specific preferences for similar future situations.

Part 2: Creating Your AI Reply Assistant

Step 1: Create New AI Reply Assistant

  1. From your main dashboard, navigate to AI Reply Assistants

2. Click "CREATE" to start building your assistant

3. Give your assistant a descriptive name (e.g., "Customer Service Bot" or "[Brand Name] Assistant")

Permission Note: Only subscription admins can create AI Reply Assistants. However, social account admins can assign existing assistants to their accounts.

Step 2: Define Your AI's Personality

Teach your assistant about your brand through the main prompt field. This essential knowledge helps deliver replies that sound authentically like you. Your assistant continuously learns from your previous interactions to better represent your voice.

In the Basic knowledge text field, define:

Who you are: Company name, industry, mission, and what makes you unique

Communication style: How you want to sound in responses

  • Professional and formal vs. friendly and conversational

  • Whether to use emojis or keep text-only

  • Tone (enthusiastic, helpful, authoritative, casual)

Response guidelines: Specific instructions for handling comments

  • "Always thank customers for their feedback"

  • "Include relevant product links when helpful"

  • "Escalate billing questions to direct message"

  • "Keep responses under 100 words"

  • "Use emojis to match our brand's playful personality"

Example prompt: "We are EcoGreen Skincare, a sustainable beauty company focused on natural ingredients. Our brand voice is friendly, knowledgeable, and environmentally conscious. Use a warm, helpful tone with light emojis (🌿✨). Always thank customers, provide helpful information about our natural ingredients, and direct complex questions to DM. Keep responses conversational and under 150 words."

Part 3: Building Your Knowledge Base

Step 3: Add Your Website Information

Add websites to expand your assistant's knowledge. TrollWall AI extracts content from web addresses you provide, keeping replies current with your latest online information without manual updates.

In the Website section:

  1. Enter your top domain URL (e.g., https://yourcompany.com)

  2. TrollWall AI will crawl through all underlying websites within your domain

  3. Add up to 2 additional websites if needed for comprehensive coverage

Important notes:

  • Maximum limit: 3 websites per assistant

  • Public access required: Websites must be publicly available - sites requiring payment or login are not supported

  • Text content only: Only the text content visible on web pages will be imported (images, videos, and hidden content are not captured)

  • Automatic updates: Information about websites is regularly updated to keep your assistant current

Tip: Start with your main website domain. TrollWall AI will automatically discover and include your FAQ pages, product information, and other relevant content throughout your site.

Step 4: Upload Essential Documents

Upload documents containing your brand information, product details, or company policies. Your assistant will use these files when answering questions, ensuring responses are accurate and consistent with your official materials.

Technical specifications:

  • Supported file formats: .pdf, .txt, .pptx, .docx

  • Maximum file size: 10 MB per file

  • Content requirement: Text-based documents only (AIRA cannot read scanned images or photos within PDFs)

Recommended uploads:

  • Product catalogs or service descriptions

  • FAQ documents

  • Company policies (return, privacy, shipping)

  • Brand guidelines and messaging documents

  • Customer service scripts or response templates

  • User manuals or troubleshooting guides

Step 5: Create Custom Q&A Entries

Teach your assistant the perfect replies to common questions. It learns from both your examples and your previous replies via TrollWall, ensuring consistent and accurate answers that match your brand voice.

In the Q&A section, you can:

Add manual Q&A entries for frequently asked questions and ideal responses:

Examples of effective Q&A entries:

  • Q: "What are your shipping times?" A: "We ship within 24-48 hours. Standard delivery takes 3-5 business days, express delivery 1-2 business days."

  • Q: "Do you offer refunds?" A: "Yes, we offer full refunds within 30 days of purchase. Please contact our support team to initiate the return process."

  • Q: "Are your products eco-friendly?" A: "Absolutely! All our products are made from sustainable materials and our packaging is 100% recyclable."

View automatically learned knowledge from your TrollWall interactions:

  • Each time you reply to comments via TrollWall, AIRA automatically creates new Q&A entries

  • Q represents a summarized version of the original comment, contextualized within the conversation thread and post

  • A contains the actual reply you posted through TrollWall

  • This automatic learning ensures your assistant continuously improves based on real customer interactions

Best practices for manual Q&A:

  • Write answers as you'd want them to appear in actual responses

  • Include specific details like timeframes, contact information, or links

  • Cover your most common customer inquiries that haven't been learned yet

  • Keep answers concise but complete

Remember: The Q&A section serves as both a setup tool and a learning dashboard, showing you exactly how your assistant's knowledge grows through real-world usage.

Part 4: Assigning AIRA to Your Social Accounts

Step 1: Connect Your Assistant

  1. Select tab Social Accounts and select your target accounts

  2. AIRA can be assigned to multiple accounts, however, each account can only have single AIRA assigned.

  3. Save your changes

Step 2: Enable Automatic Reply Generation

  1. Return to Social Accounts and click on the settings icon (cog wheel) of your target account

  2. In the account settings, find the "6th finger" tab

  3. In the Automated Reactions section, check "Pre-generate replies, if recommended"

  4. This enables AIRA to automatically generate suggested responses for comments flagged as needing replies

Important: TrollWall AI will never post new comments automatically on your behalf. It only pre-generates the responses, and it lets you choose what you want to be posted or not.

Important: This automation only works when you have an AI Reply Assistant assigned to the account (completed in Step 1).

Step 3: Verify Complete Setup

Confirm your setup is properly configured:

  • Account settings: Your AI Reply Assistant is assigned

  • 6th finger tab: "Pre-generate replies, if recommended" is checked

  • AI Assistant: Contains website, files, and Q&A information

Part 5: Testing Your Setup

Step 1: Test AIRA's Response Generation

Before going live, admin users can test how AIRA will generate responses to certain comments:

  1. Navigate to AI Reply Assistants in the main menu

  2. Next to your assistant name, click the "Chat" button

  3. Write sample comments to see how AIRA uses your knowledge base to generate responses

  4. This is a great way to test your assistant's settings and adjust the personality, Q&A entries, or knowledge base as needed

Step 2: Monitor Initial Performance

After setup, watch for:

  • Comments appearing with sentiment labels and action recommendations

  • Pre-generated replies showing up for comments flagged as needing responses

  • Reply quality matching your brand voice and knowledge base

Step 3: Fine-Tune Through Usage

Correct misclassifications: Click sentiment or action labels to provide feedback Edit generated responses: Modify suggested replies before posting to improve future generations Add new Q&A entries: When you notice gaps in knowledge, add relevant information to your assistant

Remember: Every response you edit and post teaches AIRA to better match your preferences, making future suggestions more accurate.

What Happens Next

With both systems active, your workflow becomes:

  1. 6th finger analyzes every comment for sentiment and recommends actions

  2. AIRA generates responses for comments needing replies and no more copy-pasting emojis from external sources. You can now add emojis to your responses directly within the platform. Simply click the icon in the bottom-right corner and choose your emoji.

  3. You review and customize suggested responses as needed

  4. Post responses directly through TrollWall AI

  5. System learns from your edits to improve future suggestions

Maximizing Effectiveness

Keep Your Knowledge Base Current

  • Update Q&A entries when policies change

  • Upload new documents for product launches or service updates

  • Review and refresh website links periodically

Monitor and Adjust

  • Check sentiment accuracy correct misclassifications

  • Review action recommendations to ensure they align with your community goals

  • Analyze response quality and add specific guidance to improve future generations

Team Coordination

  • Train team members on how to review and edit AI-generated responses

  • Establish guidelines for when to use suggested responses versus custom replies

Success Indicator: Within 2-3 weeks of consistent use, you should see AI-generated responses requiring minimal editing before posting, with sentiment and action classifications matching your expectations 90%+ of the time.

Getting Support

If you encounter issues during setup or want to optimize your configuration:

  • Contact your TrollWall account manager for strategic guidance

  • Use the in-app chat for technical support

  • Request advanced configuration help for complex business requirements

Next Steps: Explore additional automation features like custom keyword lists and advanced moderation rules to further streamline your community management workflow.

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