The comments inbox
Find, filter, and act on comments from Facebook, Instagram, TikTok, and YouTube in one place.
The comments inbox collects comments from your connected Facebook, Instagram, TikTok, and YouTube accounts. Open it from Social Inbox > Comments.
Views
The left sidebar holds your views:
| View | What it shows |
|---|---|
| All | Every comment |
| Needs Reply | Comments the AI flagged as needing an answer |
| Mentions | Posts and comments that mention your account |
| Assigned to me | Comments assigned to you |
| Favorites | Comments you starred |
| Hidden | Comments hidden on the platform |
Page settings at the bottom opens the settings for each connected page, including moderation and translation.
Comment statuses
| Status | Meaning |
|---|---|
| Live | Public, and moderation found nothing wrong |
| Needs Reply | The AI thinks someone should answer |
| Hidden | Hidden from the public |
| Replied / AI Replied | Your team or the AI answered |
| Replied via DM | Answered privately by DM |
| Pending AI Reply | An automatic reply is scheduled |
| Mention | Your account was mentioned |
| Deleted | Removed from the platform |
| AI Moderation Off | Arrived while AI Moderation was off for that page |
| Your Reply / AI Reply | A reply your page posted |
Needs Reply comes from AI Moderation, so pages with it turned off won't get that status.
Search, filter, and sort
Use Search comments at the top of the list. Click Filter to narrow by Page, Assignee, Label, Status, Unread only, Date, Post type (Organic or Ads), Post/Ad ID, Include your replies, or Has media. Active filters show as chips; Clear removes them all. The sort button switches between Newest first and Oldest first.
Saved views
- Set up the filters you want.
- Click Save at the end of the filter chips.
- Name the view and click Save.
The view appears under Views in the sidebar for everyone in your organization. Hover it to rename, delete, or drag it into a new position. Post type, Include your replies, and Has media aren't stored in saved views.
Working on a comment
Hover a comment to mark it read, favorite it, hide or unhide it, assign it, or like it (Facebook and TikTok). Click it to open the post and the thread, where you can reply, apply a Smart Label, mark it replied, block the user, or delete it (not available on TikTok). Under More actions, View logs shows what Brandwise did with the comment and why.
To assign, hover a comment, click Assign, and pick a teammate. Choose Unassign to clear it.
Analytics
Analytics > Comments shows comments received and hidden, replies sent by AI, daily activity, Smart Label trends, and actions per team member for any date range.
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