Facebook and Instagram Comments

The Comments tab in the Resool Inbox collects comments that people leave on your Facebook Page posts and Instagram posts, so your team can answer them in the same place as DMs. You can reply publicly under the comment, move the conversation to a private message, like comments on Facebook, edit your own replies and delete unwanted comments. Comment threads can be assigned like any conversation, which keeps social media questions from going unanswered.

#Before you begin

• Connect your Facebook Page or Instagram account. See Messenger Quick Start and Instagram Quick Start.
• When you connect, keep all permissions Meta asks for selected. Resool needs them to read, reply to and manage comments.
• You need permission to reply in the Inbox.

#How to find comments

1. Go to the Inbox.
2. Click the Comments tab at the top (next to Inbox and Calls).
3. Use the views on the left: All comments, Assigned to me and Unassigned.

Each row is one comment thread: the first comment and every reply under it. The row shows a picture of the post so you can tell posts apart.

Screenshot placeholder

Inbox › Comments tab

The Comments tab selected, the views All comments, Assigned to me and Unassigned, and a list of comment threads with post thumbnails, Facebook and Instagram icons and comment previews.

File: screenshots/facebook-instagram-comments-list.png

1. Open a thread. The top shows Comment on a post with the post's text, and Open the post opens it on Facebook or Instagram.

#How to reply to a comment publicly

1. Open the comment thread.
2. Type your reply in the composer and click Send.

Your reply is posted under the comment, where everyone can see it. The composer reminds you: Your replies are public, under the comment.

Screenshot placeholder

Inbox › Comments tab › a Facebook comment thread

The thread header "Comment on a post" with the post text and "Open the post", a customer's comment, the team's public reply, and the composer with the note "Your replies are public, under the comment."

File: screenshots/facebook-instagram-comments-thread.png

#How to reply privately to a comment

Use a private reply when you need to ask for an order number, a phone number or anything personal.

1. Hover over the customer's comment and open its actions menu.
2. Click Reply privately.
3. Type your message and click Send privately.

The message is sent to the person's Messenger or Instagram DMs and appears in their chat in the Inbox. You see Private reply sent. Continue in the Inbox., and the comment is marked Replied privately.

Screenshot placeholder

Inbox › Comments tab › a comment › actions menu › Reply privately

The private reply box under a customer comment with the hint about one private reply per comment within 7 days, a typed message and the Send privately button.

File: screenshots/facebook-instagram-comments-private-reply.png

#How to like, edit or delete comments

Open a comment's actions menu:

• Like comment / Remove like: your Page likes the customer's comment. Facebook only.
• Edit comment: change one of your own replies, then click Save changes. Facebook only. Edited comments show (edited).
• Delete comment: remove a comment from the post on Facebook or Instagram for everyone. Confirm in Delete this comment?. It stays in Resool, marked Deleted, so your team keeps the history.

When a customer deletes their own comment, it's marked Deleted by the customer. Comments your team deleted show Deleted from Resool.

#Notes and limitations

• No reply window: you can reply publicly to a comment at any time.
• Private replies: one per comment, within 7 days of the comment.
• Instagram: comments can't be liked or edited through Instagram's API. You can reply, reply privately and delete.
• Comment threads are for people: workflows and AI Agents don't run on them.
• One thread is created per top-level comment. Replies under that comment, from anyone, are added to the same thread.

#FAQ and troubleshooting

#Comments aren't appearing in the Comments tab. What can I do?

What you can do:

• Check that the Page or Instagram account is connected and Active in Settings › Channels.
• Reconnect it with Continue with Facebook or Continue with Instagram and keep every permission selected, including the ones for managing comments.
• Post a test comment from another account and check that it arrives within a minute.

#Why can't I send a private reply?

Meta allows only one private reply per comment, within 7 days of it. If you already replied privately, or the comment is older than 7 days, continue in the customer's chat instead (if their messaging window is open).

#Why can't I like or edit an Instagram comment?

Instagram doesn't allow businesses to like or edit comments through its API. These actions are available for Facebook comments only.

#Can I assign comment threads to teammates?

Yes. Assign them the same way as chats, and use the Assigned to me and Unassigned views in the Comments tab. See Assigning conversations.

#What's next?

• Messenger Quick Start
• Instagram Quick Start
• Assigning conversations
• Inbox overview