Organize, respond to and track social media comments.
Manage and respond to comments across your Facebook, Instagram, LinkedIn, and TikTok. Make sure you don't miss any and keep your community engaged.
Setting up Social inbox permissions
Everyone in your workspace can see the Social inbox section, but the administrator of the workspace can control exactly who has permission to use its features.
At the workspace level, access the Members section:
Then access the Permissions tab to configure who can use the Social Inbox feature to reply to comments:
How to manage the status of your comment
Your comments are organized into three main categories:
1. Open
These are new incoming comments.
2. Later
Comments you want to revisit. Use the Later status for comments that need more time or research.
3. Done
Resolved comments. Mark conversations as Done once they're fully resolved.
Understanding comment sentiment
You can instantly understand the mood behind your comments with the sentiment analysis feature. It automatically categorizes comments as Positive, Negative, Neutral, or Questions, helping you prioritize what matters most.
This helps you quickly identify which comments need your immediate attention, like addressing questions or negative feedback first, while keeping track of all the positive feedback.
Note that sentiment analysis requires a minimum of 5 comments to appear.
How to respond to comments
Respond directly with a click on "Reply" to open a comment window. The original commenter is automatically tagged, making it easy to engage.
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You can also reply to comments using the “Answer with AI” option to quickly generate suggested responses.
Supported channels
Currently, the comments feature supports:
Facebook
Instagram
LinkedIn
TikTok*
*TikTok Business accounts only.
**Itsupports full comment threads and replies for all channels.
More channels will be added in the future.
Enable comments on paid Meta (Facebook & Instagram) posts
Follow these steps to access comments from Facebook or Instagram Ads:
Prerequisites
Before starting, ensure you have the necessary permissions:
- Make sure you can have an account in Meta Business Suite, or have admin rights there
- Access your relevant Business Portfolio at: https://business.facebook.com/latest/settings/ad_accounts?business_id
- Ensure you're accessing the Business Portfolio that is relevant to your needs
Step 1: Navigate to Social inbox
Click on "Social inbox" in the left sidebar to open the add-on.
Step 2: Add Channels
Once in the Social Inbox section, look for the "Add page" button.
Step 3: Connect Meta Ads Account
In the channel selection modal, locate Facebook or Instagram and select the "Add Meta Ads Account" option to begin connecting your ads account.
After clicking this option, you'll be prompted to click "Continue" connecting with your account.
Once it's added in the Planable's window with pages, click on "Connect".
You'll then need to select with checkmark the relevant pages for your Meta Ads Account. Finally click on "Connect".
Following these steps will allow you to:
- View and manage the comments on Facebook or Instagram Ads.
- Access and manage all paid content comments in one place.
Comment Support by Platform Type
Comments on Organic vs Paid Content
| Platform | Organic | Boosted posts (linked to page) | Ads (not linked to page) |
|---|---|---|---|
| Yes | Yes | Yes | |
| Yes | Yes | Yes | |
| Yes | No | No | |
| TikTok | Yes | No | No |
Comments on Personal vs Business Accounts
| Platform | Personal | Business |
|---|---|---|
| Yes | Yes | |
| No | Yes | |
| Partial (only posts published through Planable) | Yes | |
| TikTok | No | Yes |
Other details to be considered
Full comment history: We sync all comments from the beginning of the post published on platform. Comments can be loaded in batches, sorted by newest-first.
Posts' display: The dashboard displays posts from the last 14 days, helping you focus on your most recent content;
Comment retrieval: Comments are only available for posts published within the last 14 days;
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Instagram reactions: Instagram API does not support comment reactions;
LinkedIn personal profiles: We can display comments for posts that were created through Planable for LinkedIn personal profiles. However, if your posts were created outside of Planable, we're not able to sync them.
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TikTok API limitations:
- TikTok has specific restrictions, including no attachments, edits, or mentions when replying.
- Comment count may be delayed 24–48 hours due to TikTok Insights API, so it might not match the live count at sync time.
- Only Business accounts are supported (no personal account access).
Pricing
Replying to comments is part of the Social Inbox add-ons, which is optional on our paid plans. You get a 30 day free trial and then it's $9/workspace/month or $90/workspace/year.
Start replying to comments in Planable👇
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