Facebook & Instagram Feed
Facebook Feed and Instagram Feed connect to comments on your Page or Instagram posts — not direct messages (see Messenger & Instagram DM for those). Everything here happens publicly, the same as if you replied on Facebook/Instagram directly; nothing in this channel is private unless you specifically use Private Reply, below.
How comments turn into tickets
Section titled “How comments turn into tickets”Every root comment (a new top-level comment on one of your posts) becomes its own ticket, showing the post it’s attached to at the top — the post’s text/image, its own like/comment counts, and a link to view it on Facebook. A reply to an existing comment joins the same ticket as that root comment, not a new one.
Replies nest visually the same way Facebook’s own comment threads do: a reply sits indented under the comment it replied to, and its own replies indent one step further. Facebook itself caps real nesting at three levels (a comment → a reply → a reply-to-that-reply); anything past that gets grouped at the deepest level, matching what you’d see on Facebook itself.
Replying
Section titled “Replying”Two ways to reply to a specific comment:
- The comment’s own Reply link — opens a reply box right under that comment, same as Facebook’s own inline reply. Whatever you send nests directly under it.
- The bottom composer — always replies to the post’s root comment, same as commenting in the main box under a post on Facebook.
Moderation actions
Section titled “Moderation actions”Available per comment, shown under it next to Like/Reply:
| Action | Notes | ||
|---|---|---|---|
| Like | ✅ | — | Instagram’s API has no like action for comments. |
| Hide | ✅ | ✅ | Hides the comment from the public feed while the commenter and their friends still see it normally — reversible. Only makes sense on a customer’s comment. |
| Delete | ✅ | ✅ | Permanently removes the comment from Facebook/Instagram. Works on your own replies too (undoing a reply sent to the wrong comment), not just customer comments. |
| Edit | ✅ | — | Only ever on a reply you sent through this inbox — the platforms don’t allow editing someone else’s comment, and Instagram has no edit endpoint at all. |
| Private reply | ✅ | — | Sends a real Messenger DM to the commenter instead of a public reply — useful for anything you don’t want visible publicly (an order number, a personal detail). Shows in the thread with a lock icon so it’s clear it didn’t post publicly. |
A comment you’ve deleted still shows in the thread (hover to see what it said), marked as deleted, rather than disappearing — so you keep the record of what was said.
Photos, GIFs, and stickers
Section titled “Photos, GIFs, and stickers”A comment that’s just an image, GIF, or Facebook sticker (no caption) shows up the same as a text comment would — no special handling needed on your end. A GIF actually animates; Facebook’s own preview link for an external GIF is a static image, but this inbox resolves it to the real animated file automatically.
Attachments and activity
Section titled “Attachments and activity”Every comment shows the commenter’s real profile picture where Facebook/Instagram allow it. A tag added, a status change, or a reassignment on a feed ticket shows inline in the thread (with the agent’s own avatar and the exact time), positioned right where it actually happened rather than always at the bottom.
Reactions Facebook doesn’t expose to apps
Section titled “Reactions Facebook doesn’t expose to apps”Custom reactions (Love/Haha/Wow/Sad/Angry) and Facebook’s own animated hover-reaction picker aren’t available here — Facebook’s public API only ever supports a plain Like on a comment, the same limitation every third-party tool built on this API has. Reading aggregate reaction counts on your own posts is possible but isn’t the same as setting one from here.