Answering comments
Comments collects the public comments and reviews left on your connected channels — Facebook and Instagram posts, X mentions, TikTok, Threads, YouTube, Google reviews, app-store reviews and marketplace questions — until somebody answers them.
- Web panel: Comments in the left menu.
- Mobile app: the Comments tab.
Both need the Manage social comments permission. Without it the app says so instead of showing the list.
Replying publicly or privately
One box answers a comment two ways:
- Reply publicly posts your answer under the comment, where everyone sees it.
- Message privately sends the same text as a direct message to the person who wrote the comment. It appears in your inbox as an ordinary conversation, so their answer comes back there.
The AI draft fills the same box; nothing is sent until you press one of the two buttons.
When a private reply is possible
The platforms set the rules, and the panel and the app follow the same ones:
| Situation | Private reply |
|---|---|
| Facebook or Instagram comment, less than 7 days old | Available. |
| You already sent one to this comment | Not possible: Facebook and Instagram allow only one private reply per comment. Continue in the inbox conversation. |
| The comment is more than 7 days old | Not possible: the time for a private reply has passed. You can still reply publicly. |
| Instagram Live comment | No public reply at all. A private reply works only while the broadcast is running; after that, neither is possible. |
| X (Twitter) mention | Available, with no 7-day limit and no one-reply limit. |
| TikTok, Threads, YouTube, LinkedIn, Google and app-store reviews, marketplace questions | Not available on these platforms. Reply publicly, or use the platform's own answer options. |
| The comment or its post was deleted on the platform | Nothing can be sent. |
The mobile app checks these before you type and explains a closed button (see below); the web panel shows the same reason when you send.
On the phone
Open a comment from the Comments tab. Under the comment and the post it was left on is the answer box with Reply publicly and, below it, Message privately.
- Type once, then choose which way to send.
- When the private reply cannot be sent, the button stays visible but greyed out, and the reason is written under it — one already sent, the 7 days have passed, or the Live broadcast has ended. On a platform with no private reply you see a single sentence saying so.
- On an Instagram Live comment, Message privately is the only button, and only while the broadcast runs.
- After it goes out, the comment shows Replied privately — on the comment and on its card in the list.
- If the platform refuses the message, its reason is shown as it was given, and your text stays in the box.