Common questions about comments

How long does it take to hide a negative comment?

Usually within seconds of the platform telling Brandwise about the comment. YouTube doesn't send instant notifications, so Brandwise checks YouTube on a regular schedule and those comments can take longer. Moderation needs AI credits and a healthy page connection. If comments stop arriving, see Troubleshooting connections.

Why do you hide comments instead of deleting them?

A hidden comment disappears for the public, but the person who wrote it can still see it (and on Facebook, so can their friends). They usually don't realize it's hidden, so there's no backlash. Hiding is also reversible: you can unhide a comment any time. If you'd rather delete, turn on Delete instead of hiding for Facebook and Instagram pages in Page settings. Deleted comments can't be recovered.

Why is a comment still visible in Meta's inbox when Brandwise says it's hidden?

Meta's own inbox can be slow to update, and it can show hidden comments to page admins. To check what the public sees, open the post in a private or incognito window where you're not logged in. To see exactly when Brandwise hid the comment and why, open it in the inbox and choose More actions > View logs.

Does Brandwise work on ads?

Yes, for Facebook and Instagram ads, including dark posts (ads that never appear on your page's feed). The Facebook profile you connected with needs access to the ad account that runs the ads. If ad comments are missing, reconnect with a profile that has full access to that ad account. You can also moderate only ad comments with Only on ads or Hide comments on ads in Page settings.

Is using Brandwise against Facebook's policies?

No. Brandwise uses Meta's official APIs to read, hide, and reply to comments, with the permissions you approve when you connect your pages.