Once you connect Meta, comments on your Facebook and Instagram posts and ads arrive in Commslayer. You can reply to them publicly or by DM, hide them, and let auto-moderation hide the unwanted ones. TikTok comments show up in the same place.
Connect Instagram & Messenger →
Where comments are
Comments have their own section. They are kept apart from your support conversations.
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Comments in the left sidebar, right below All conversations. It has six views:
- All: every comment from your social channels
- Needs reply: comments no one has replied to yet
- Hidden: comments hidden on the post
- Replied: comments answered with a public reply
- Replied via DM: comments answered with a private DM
- Deleted: comments deleted from the post
- The Comments inbox under Inboxes in the left sidebar shows the same comments for one Page.
Comments don't show in All conversations or in your other standard lists. Custom views can still include them.
Administrators see the Comments inbox. Other teammates see it once they are added to it. Connecting Meta adds teammates to the DMs inbox only, so open the Comments inbox under Settings → Inboxes and add them under Collaborators.
Comments don't count toward your plan's conversations.
Reply to a comment
- Open the comment under Comments
- Type your reply and send it
The reply is posted publicly under the comment, as your Page or Instagram account. Customers don't see which teammate wrote it.
To answer privately, click Reply via DM in the reply box before you send. The message goes to the commenter as a Messenger or Instagram DM. The comment then shows under Comments → Replied via DM, and the DM conversation continues in your DMs inbox.
Good to know:
- Hidden comments can't get a public reply. The reply box says "This comment is hidden". Click Unhide comment to reply publicly, or Reply via DM
- Deleted comments can't get a reply
- Instagram comment replies are text only
- A reply that fails to post shows under Failed activity in the left sidebar
Other things you can do with a comment
- Hide or Unhide it on the post
- Delete comment. This permanently deletes the comment from Facebook or Instagram and can't be undone
- Block user, on Facebook comments. It isn't available on Instagram comments
- Like, on Facebook comments
Pinning a comment isn't available in Commslayer. Pin it in Facebook or Instagram.
To resolve many comments at once, tick them in the list and use the toolbar at the bottom.
Bulk actions: resolve, assign or label many conversations at once →
What the AI agent does with comments
The AI agent doesn't post replies to Facebook or Instagram comments. This is a safety measure that keeps your Page from being restricted by Meta. The AI agent prepares drafts instead, and a teammate reviews and sends them. A Comments inbox can't be selected under AI agent → Settings. The AI agent doesn't post replies to TikTok comments either, only drafts.
The AI agent does answer Facebook and Instagram DMs when the DMs inbox is selected under AI agent → Settings.
What you can use on comments:
- AI drafts. With Auto-generate drafts switched on under AI agent → Drafts, a draft reply is prepared for you to review and send. It appears a few minutes after the comment arrives, sometimes up to about 15. You can also click Draft in the reply box
- Auto-moderation. Unwanted comments are hidden as they come in. With Auto-hide inappropriate comments on, no draft is prepared for a comment the AI check hides, or for a short reaction that needs no answer (emojis, tags, "nice")
How to enable AI social media comment moderation →
What isn't possible:
- Automation rules can't reply to comments. The Send message action is skipped on Facebook and Instagram comments, so a rule can't post a public reply or send a DM to a commenter
- Auto-labels aren't applied to Facebook and Instagram comments
What arrives and what doesn't
Arrives
- New comments on posts and ads published by the Page or Instagram account you connected, from the moment you connect
- Replies to those comments
Doesn't arrive
- Comments posted before you connected. There is no import of older comments
- Comments posted while the inbox showed Disconnected. They aren't fetched after you reconnect, so check the post directly for that period
- Comments under posts that belong to another account. Commslayer only receives comments for the Pages and Instagram accounts you connected
- Mentions of your handle on other accounts' posts
Comments on Instagram ads are read with the access of the person who connected Meta. Connect with a login that can see the ad account, and approve every permission Meta asks for.
A comment is missing
Check these in order:
- Look in both views. Open Comments → All, then Hidden. Auto-moderation may have hidden the comment
- Check who owns the post. The post or ad has to be published by a Page or Instagram account you connected
- Check the inbox. In Settings → Inboxes, the Comments inbox for that Page should be listed and should not show Disconnected
- Check the date. Comments from before you connected, or from a time the inbox was disconnected, don't arrive
If none of these explain it, contact support from the chat inside the app. Send us:
- A link to the post
- The commenter's name and the text of the comment
- Roughly when it was posted
Don't delete the Comments inbox to fix this. Deleting an inbox removes all of its conversations.
Meta inbox not showing or stuck? →
Export comments
Comments are part of the ticket history export. Go to Settings → Account settings → Export. The file is a CSV, and its Inbox column shows the inbox name. Your DMs and Comments inboxes get the same name when you connect, so rename the Comments inbox first if you want to filter on it. There is no export for the comments of one post.