Comments Queue

The Comments queue lets you manage Instagram and Messenger comments on your posts directly from your inbox.

What Are Comments?

Comments are customer responses to your social media posts:

Instagram: Comments on your feed posts, stories, or reels
Messenger: Comments on your Facebook Page's posts

Comments are different from DM conversations — they're public (or semi-public) and appear on your post for everyone to see.

Accessing the Comments Queue

Go to Inbox
On desktop, click the Comments tab in the left rail
On mobile, tap the Comments tab at the top

The queue shows all pending comments grouped by post. Each post shows:

Post preview — The image or text you posted
Post caption — Your original post text
Comment count — How many comments need action
Comments list — Individual comments with customer names and message text

Comment Actions

For each comment, you can:

Reply Publicly

Post a public comment visible to everyone on the post.

Click the comment
Type your reply in the text input
Click Reply Publicly
Your comment appears on the post immediately

Note: Public replies don't create a new DM conversation; they stay on the post. Use this for:

FAQs visible to many customers
Thanking customers for feedback
Quick customer service visible to your audience

Reply Privately

Send a private direct message to the customer, creating a new DM conversation.

Click the comment
Type your reply in the text input
Click Reply Privately
A new conversation appears in your Inbox → Conversations tab
The customer receives a DM notification

Note: Private replies create a separate conversation thread. Use this for:

Sensitive issues (refunds, complaints, personal info)
Longer discussions requiring back-and-forth
Following up with specific customers

After replying privately, the comment stays in the queue (it's not removed) but appears as Replied. You can still add public comments later if needed.

Hide

Hide the comment from your post so it no longer appears publicly.

Click the comment
Click Hide
The comment is hidden from public view
It remains in your queue marked as Hidden

Use this for:

Spam or offensive comments
Off-topic discussions
Comments you want to handle privately

Dismiss

Mark the comment as handled and remove it from your pending queue.

Click the comment
Click Dismiss
The comment moves to the Dismissed section
It's removed from your active queue

Use this for:

Comments you've already replied to (public or private)
Comments that don't need action
Closing out comments on old posts

Comment Status

Each comment shows its status:

New — Not yet addressed
Replied — You've sent a private reply (creates a DM conversation)
Hidden — Hidden from public view
Dismissed — Marked as handled

Filtering Comments

At the top of the queue, filter by:

Channel — Instagram or Messenger comments
Connection — Which account/page (if you have multiple)
Status — New, Replied, Hidden, or Dismissed

Filters work the same as in the Conversations tab.

Comment Threads

If a customer adds multiple comments to a single post, they appear as a thread:

Click the post to expand the thread
You can reply to any comment in the thread
Replies are grouped under their original comment

Private Reply Creates a Conversation

When you reply privately to a comment:

A new Conversation is created in the DM thread
The conversation appears in your Inbox → Conversations tab
You can continue the conversation as a regular DM
The comment itself remains on the post (visible to others)

This creates two separate threads:

Public comment — On the post, visible to all
Private DM — Between you and the customer, private

Linked Conversations

If you've already DMed a customer, and they also comment on your post:

The comment appears in the queue as a new item
But you'll see "Conversation exists" link
Click to jump directly to the DM conversation instead

Instagram-Specific Notes

Instagram comments on Stories don't appear in the queue (Meta doesn't provide access to Story comment threads). Only feed and reel comments are available.

Story replies still send the commenter a DM notification if you use Reply Privately.

Messenger-Specific Notes

Messenger comments appear on your Facebook Page's posts. They're separate from DMs to your page.

Replying privately to a comment creates a DM thread to the person's Messenger account.

Tips for Comment Management

Reply quickly — Respond to comments within a few hours to maintain engagement
Use public replies for FAQs — Answer questions everyone might have publicly
Use private replies for sensitive topics — Customer complaints, refunds, personal info
Hide spam early — Don't let offensive comments linger on your posts
Batch process — Review the queue at set times (e.g., 10 AM, 3 PM) rather than constantly
Link to DMs — For longer discussions, encourage customers to DM you privately

Inbox Overview — Managing conversations and filters
Assignment and Labels — Organizing and assigning conversations