Comments on your page's posts come into the Inbox as chats, shared to your sellers like messages. Open one and answer in public under the comment, or send the person one private message to their inbox.
Where to find it
Admin › CRM › Inbox. Press Post comments above the list to see only comments. A comment chat has a Comment label and an open the post link.
The seller who has the chat answers it. People with Inbox — every chat can answer any of them.
Step by step
- Open the comment chat.
- Choose how to answer:
- Reply on the comment (public): everyone sees it under the comment.
- Message to their inbox (private): it goes to the person's Messenger.
- If the person wrote several comments, pick which one you are answering.
- Write the answer and send.
How it works
- One chat per person per post. All of one person's comments on one post stay together.
- Text only. Comments are answered with text. Photos, the gallery and scheduling are for normal chats.
- Private message: one per comment. Facebook allows one private message for each comment, within 7 days of it. A comment that already got one is marked "inbox msg sent".
- The talk moves to Messenger. After a private message, the person's Messenger chat is opened in the Inbox and given to the same seller, so their answer comes back to you.
- A short public line too. After a private message, a short line such as "Please check your inbox" is also posted under the comment, so others see it was answered. You can change these lines or turn this off in Inbox settings.
Automatic comment replies
In Replies & automations › Automatic answers, add one with the trigger Comment on a post:
- Words: answer only comments with these words. Leave it empty to answer every comment.
- Public reply: goes under the comment.
- Private text: goes to the person's inbox. When it is sent, the comment chat is closed by itself and the talk goes on in their inbox chat.
- If you write only the private text, the public answer is one of the lines from Inbox settings.
Good to know
- Comments come in only while Bring comments on the page's posts into the inbox is ticked in Admin › CRM › Inbox › Inbox settings. It is on to start with.
- Instagram comments come in too when an Instagram account is connected.
Common problems
- No comments arrive. Check that the comments setting is ticked, and that your Meta app has the permissions pages_read_user_content and pages_manage_engagement.
- "This comment already got an inbox message (Facebook allows one)." Answer in public, or write in their Messenger chat.
Related
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