Comments & Reviews

Moderate Facebook and Instagram comments and respond to Google reviews from one place, with AI drafts and approval.

Comments & Reviews#

Beyond direct messages, your agent can help you keep up with public conversations — comments on your Facebook and Instagram posts, and reviews on your Google Business Profile. Both live in the Activity workspace, each with its own moderation flow.

Comments (Facebook & Instagram)#

The Comments tab groups incoming comments by post, so you can see what people are saying on each one.

For each post you'll see:

  • The post media and caption
  • Engagement at a glance (likes, comment count)
  • The thread of comments, each with the commenter, the text, and a tone indicator

For each comment you can:

  • Reply publicly or reply privately via DM
  • Approve an AI-drafted reply, or reject it (e.g., mark spam)
  • Like or hide a comment

Auto-Reply vs. Review#

How comments are handled depends on your channel settings. Your agent can reply automatically, draft replies for you to approve first, or stay off — and you can filter which comments it touches (all, questions only, or negative). Configure this where you connect the channel — see Facebook Messenger and Instagram.

Reviews (Google Business Profile)#

The Reviews tab is your inbox for Google reviews, organized by business location.

You can:

  • Filter by location, rating, status, or sentiment
  • Jump to negative, low-rating, or needs-reply reviews quickly
  • See response-rate and rating summaries per location
  • Write a reply, approve an AI-drafted reply, or reject one

Connect your locations under Google Business Profile deployment. Negative or sensitive reviews can be routed to Needs Attention automatically with a Human Review rule.

Keeping a Human in the Loop#

For anything public-facing, draft-and-approve mode is a safe default: the AI writes a reply in your voice, and you approve before it posts. As you build trust, you can let it reply automatically to the categories you choose (for example, simple questions) while still routing complaints to your team.

Related Pages#