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 appear in Activity → Inbox and open in native public-response detail panes.

Comments (Facebook & Instagram)#

Choose Comments in the Inbox content filter. Comments are grouped by post, so you can see what people are saying on each one. Open the post workspace from a selected item when you need the full moderation view.

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:

Action	What it does
Reply	Opens a reply you write yourself
Reply Publicly	Posts that reply on the comment
Send as DM	Sends it as a private message while the DM window is still open
Hide / Unhide	Hides the comment from the public thread, or brings it back
Like	Likes the comment. This is available on Facebook, not Instagram
Approve & Send	Posts an AI draft after you review it
Reject	Discards that draft

A private reply is not always available. Instagram private replies are one-time and time-limited. If the DM window has expired, only a public reply remains.

Assignment is per post, not per individual comment. The Post owner handles the public comment queue for that post; each comment keeps its own reply and approval state.

Draft or auto reply#

Comment replies are set on the connected Page or account, not as one switch for every channel. Open the comment settings from Facebook Messenger or Instagram.

Control	What it does
Draft	Creates a reply your team reviews first
Auto reply	Sends when one of the selected signals matches
Signals	Positive sentiment, neutral sentiment, negative sentiment, questions, and mentions

Saving creates Escalations rules for that connection. New rules start as drafts until you choose auto reply. A saved rule is not proof a particular comment was answered.

Reviews (Google Business Profile)#

Choose Reviews in the Inbox content filter. Reviews are organized by business location, with a specialist review workspace available from the selected item.

You can:

Control	What it does
Negative, Needs Reply, Pending, 1-2 Stars	Jump to that slice of the location's reviews
Avg Rating, Total Reviews, Response Rate, Pending	Summaries for the reviews you are looking at
Approve & Send	Posts a drafted reply after you review it
Reject	Discards that draft

You can also filter by location, rating, status, or sentiment, and write a reply yourself.

Each review has its own Review owner and can be reassigned. Linking a Google location to a branch helps routing. It does not permanently assign every review at that location.

Connect your locations under Google Business deployment. Negative or sensitive reviews can be flagged in Activity automatically with a Escalations rule.

Keeping a Human in the Loop#

For anything public-facing, Draft is the safe default: the AI writes a reply, and you approve before it posts. You can turn on Auto reply only for the signals you select, and still route complaints to your team with an Escalations rule.