Comment Console

Internal software of Comercial Fersas SpA

What it is

Comment Console is the internal tool we use to answer the comments people leave on our own social media posts.

We sell barbecue and outdoor-cooking equipment online in Chile, through two stores: Casa y Quincho and Parasados. We publish product content on social media, and people comment asking what something costs, whether we have stock, whether we ship to their region, and which model fits their grill.

Those answers live in our own catalogue, not on the social platform. Comment Console reads the comment, understands what is being asked, and answers it with the current price, the current stock and the shipping cost for that region.

Who can use it

Nobody outside our company. It is not a product. It is not for sale, not licensed, and has no public sign-up. It runs on our own server and is operated by one person: the company's legal representative.

What it does

Reads comments on posts published by accounts we operate
Classifies each one: is this a purchase question, a complaint, a joke?
Answers commercial questions using data from our own catalogue
Hides spam and abusive content
Routes complaints to a person — never answers them automatically

What it does not do

It does not read any account we do not operate
It does not download videos, images or audio
It does not sell or rent data, and shares it with no one except the two processors named below
It does not build advertising audiences or profile individuals
It does not train machine-learning models on the data
It does not answer or hide a complaint

Where the data lives

Comments and replies are stored on our own server in Chile — Oracle Cloud, Valparaíso region — encrypted at rest, and deleted after twelve months.

One step happens outside Chile, and we say so plainly: to work out what a comment is asking, the comment text is sent to a language model operated by Anthropic (United States). What is sent is the text and the name of our own brand account — never the commenter's username, never the comment or post ID, never anything that would let the recipient identify a person. It comes back as a label. Nothing else leaves the country. The detail is in our privacy policy.