Comments

See, reply to, and share social media comments — all from one place. Socialone's Comments section lets you stay connected with your audience on platforms like Instagram and Facebook with ease.

Overview links: Documentation Home · Settings Overview

Where to Find This

• Comments in the sidebar.
• You can also view comments in Mentions (combined queue).

How Comments Relate to Mentions

Mentions is the combined view for both comments and reviews. Use Mentions when you want a single queue, and use Comments when you want a dedicated comment-only workflow.

What Is the Comments Section?

The Comments section gathers all comments from your connected platforms (like Instagram and Facebook), and displays them in a single, easy-to-manage view. It provides real-time visibility of incoming comments, their sentiment (Positive, Neutral, Negative), and lets you reply or share them instantly.

How to Use It

• Open the Comments section from the left sidebar.
• Browse comments from all your connected accounts. Each comment will show the platform, sentiment, and timestamp.
• Use Filters to sort comments by platform, sentiment, reply status, or attention level.
• Click Reply to respond manually or click Ask SIA to generate a smart AI reply.
• Click Send to publish the reply back on the platform.
• Use the Share option to post positive or interesting comments to your social feed.

Sentiment & Severity

Every comment gets two independent signals automatically:

• Sentiment (Positive / Neutral / Negative): the emotional tone of the comment. Useful for tracking brand perception and spotting unhappy customers.
• Severity (Low / Medium / High): the operational urgency. High-severity comments typically contain complaint language, escalation signals, or words that indicate the customer needs an immediate response — regardless of whether the overall sentiment reads as neutral. A politely worded complaint can be high severity.

The Attention Needed filter surfaces comments flagged as high severity. Use this as your triage queue — anything here warrants a reply before you work through the rest of the inbox.

Key Features

• Unified Inbox: See all comments across platforms like Instagram and Facebook in one place.
• Sentiment & Severity Detection: Each comment is tagged with tone (positive/neutral/negative) and urgency (low/medium/high) automatically.
• AI-Powered Replies: Generate smart replies using SIA with just one click.
• Advanced Filters: Filter by sentiment, severity, reply status, platform, or Attention Needed.
• Social Sharing: Share impactful comments as social proof across your connected platforms.

Automate Comment Handling

Use workflows to auto-reply, create tickets, or trigger alerts when certain comments arrive. See Workflow Automation for setup.

Benefits of Using Socialone Comments

• Engage with your community directly and faster.
• Never miss a customer comment or feedback.
• Address potential concerns instantly with smart replies.
• Use positive comments to promote your brand through sharing.
• Stay organized with filters and attention-needed tags.

Next Steps

• SIA Context — improve reply quality by giving SIA your brand tone, escalation rules, and FAQs
• Mentions
• Reviews
• Agents & Workflows
• Auto‑Replies (Messages)

Need Help?

Have questions or need help with comment moderation? Visit our Support Center or check the FAQ page for quick answers.