Reply to comments (Social Inbox)

Organize, respond to and track social media comments.

→ Setting up Social inbox permissions
→ How to manage the status of your comment
→ Understanding comment sentiment
→ How to respond to comments
→ Supported channels
→ Enable comments on paid Meta (Facebook & Instagram) posts
→ Comment Support by Platform Type
→ Other details to be considered
→ Pricing

Manage and respond to comments across your Facebook, Instagram, LinkedIn, and TikTok. Make sure you don't miss any and keep your community engaged.

For the day-to-day workflow — filtering your inbox, working through comments and keeping on top of what's left — see Managing your Social Inbox.

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

1. Respond directly with a click on "Reply" to open a comment window. The original commenter is automatically tagged, making it easy to engage.
2. You can also reply to comments using the "Answer with AI" option to quickly generate suggested responses.

Supported channels

The comments feature supports four channels:

• Facebook
• Instagram
• LinkedIn
• TikTok*

*TikTok Business accounts only.

It supports full comment threads and replies on all four.

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, make sure you have the necessary permissions:

• You have an account in Meta Business Suite, with admin rights on the Business Portfolio you're connecting.
• You have access to the ad account itself. Access to the page, or to Business Suite on its own, isn't enough — the person doing the connecting needs to be able to reach the ad account.
• You can open your Business Portfolio at https://business.facebook.com/latest/settings/ad_accounts?business_id.
• You're in the Business Portfolio that's 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.
• See your paid figures in Planable Analytics — ad spend, and the organic vs paid split on your Facebook and Instagram pages — from this same connection.

What you can do with the connection still depends on your add-ons: paid metrics need Analytics, and comments on your ads need Social Inbox.

Comment Support by Platform Type

Comments on Organic vs Paid Content

Comments on Personal vs Business Accounts

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;

• 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.
• 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 can start with a 30 day free trial, or pay right away: $9/workspace/month or $90/workspace/year.