Manage comments and direct messages from your social channels, all in one place inside Planable's Social Inbox.
→ Reply to comments
→ Direct Messages (DMs)
→ Pricing
Reply to comments
Keep your community engaged by managing and responding to comments across Facebook, Instagram, LinkedIn, and TikTok — without leaving Planable.
Setting up Social Inbox permissions
All workspace members can see the Social Inbox, but the workspace administrator controls who can actually use its features. To configure access, go to the Members section at the workspace level:
Then open the Permissions tab to choose who can reply to comments via the Social Inbox:
Comment status: Open, Later, Done
Comments are grouped into three categories to help you stay on top of your inbox:
1. Open
New incoming comments that haven't been addressed yet.
2. Later
Comments you'd like to revisit. Set a comment to Later when it needs more time or additional context before you respond.
3. Done
Resolved comments. Once a conversation is fully handled, mark it as Done to keep your inbox clean.
Comment sentiment analysis
Sentiment analysis automatically categorizes each comment as Positive, Negative, Neutral, or a Question, so you can quickly see what needs attention first.
This makes it easy to prioritize — for example, addressing negative feedback or unanswered questions before everything else, while still keeping an eye on the positive responses coming in.
Good to know: Sentiment analysis only appears once there are at least 5 comments on a post.
How to respond to comments
- Click Reply on any comment to open the reply window. The original commenter is automatically tagged so you can jump straight into the conversation.
- You can also use the "Answer with AI" option to instantly generate suggested replies.
Supported channels
The comments feature currently works with the following platforms:
- TikTok*
*TikTok Business accounts only.
Full comment threads and replies are supported across all channels. More platforms will be added over time.
Organic vs. paid content
Personal vs. Business accounts
Enable comments on paid Meta (Facebook & Instagram) posts
Follow these steps to access comments from Facebook or Instagram Ads.
Before you begin
You'll need the following permissions in place:
- An account in Meta Business Suite, or admin rights there
- Access to your Business Portfolio at: https://business.facebook.com/latest/settings/ad_accounts?business_id
- Confirm you're in the correct Business Portfolio for your needs
Step 1: Open Social Inbox
Click Social inbox in the left sidebar.
Step 2: Add a channel
Look for the Add page button inside the Social Inbox section.
Step 3: Connect your Meta Ads account
In the channel modal, select Facebook or Instagram, then choose Add Meta Ads Account.
Click Continue to proceed with your account.
Once the account appears in Planable, click Connect.
Select the relevant pages using the checkboxes, then click Connect to finish.
Once connected, you'll be able to:
- View and manage comments on Facebook or Instagram Ads
- Handle all paid content comments from a single location
Other things to know about comments
- Full comment history: All comments are synced from the day the post was published on the platform. You can load them in batches, sorted newest-first.
- Posts displayed: The dashboard shows posts from the past 14 days, keeping your focus on recent content.
- Comment retrieval window: Comments are only available for posts published within the last 14 days.
-
Instagram reactions: Comment reactions aren't available due to Instagram API limitations.
- LinkedIn personal profiles: Comments are available for posts created through Planable. Posts published outside of Planable on LinkedIn personal profiles cannot be synced.
-
TikTok API limitations:
- No attachments, edits, or mentions are supported in replies.
- Comment counts may be delayed 24–48 hours due to TikTok's Insights API, so the count shown may differ from the live total at sync time.
- Only Business accounts are supported — personal accounts are not.
Direct Messages (DMs)
View and manage Instagram and Facebook Direct Messages without leaving Planable.
What you can see in DMs
Planable currently supports the following in DM conversations:
- Direct Messages (DMs)
- Sender details and timestamps
- Image and video attachments
Start receiving DMs in Planable
DMs begin syncing as soon as your Instagram or Facebook account is connected with the correct permissions.
There are two ways to connect Instagram for DMs:
Option 1: Connect through Facebook
Use this if you selected Facebook login when adding your Instagram profile.
- Connect your Instagram Business account to Planable.
- Your Instagram account must be linked to a Facebook Page (required for this method only).
- Accept the "instagram manage messages" permission.
- Reconnect if Planable prompts you — this refreshes your access token.
Option 2: Connect as an Instagram Professional account
Use this if you added Instagram via "Add Instagram professional account."
- No Facebook Page link is required.
- Accept the "instagram business manage messages" permission.
- Reconnect if prompted.
- Connect your Facebook Page to Planable.
- If you change your Facebook password or Page roles, simply reconnect to restore the sync.
After connecting
- Messages sync automatically.
- Older messages load gradually (may take a few seconds to a few minutes).
- New DMs appear shortly after they're received.
💡 Pro tip: If your DMs aren't showing up, try reconnecting your Instagram or Facebook Page and make sure all messaging permissions were accepted during the reconnect flow.
DM limitations
Due to Instagram's API, the following are not yet supported:
- Voice messages
- Message reactions
- Group chats
Additional limits to keep in mind:
- Each conversation loads 20 messages at a time (you can load more on demand).
- Planable currently shows the first 15 conversations — more loading options are on the way.
Only Facebook Page Inbox messages are available. Personal profile messages aren't supported by the Facebook API.
General
- If Meta permissions expire, syncing pauses until you reconnect.
- All replies are sent as the Page, not as a personal profile.
- Messages from blocked or restricted users cannot be synced.
Pricing
Both comments and DMs are part of the Social Inbox add-on, available on any paid plan. You can start with a 30-day free trial or add it as part of your subscription for $9/workspace/month or $90/workspace/year.
Start using Social Inbox in Planable 👇
Don't have an account? Sign up, it's free →