What are Social Comments? The Social Comments module allows you to manage all comments across your Facebook and Instagram posts from one unified dashboard. Never miss a customer question or engagement opportunity again.

Key Benefits:

• Unified View: See all comments from Facebook and Instagram in one place, no need to switch between platforms

• Quick Responses: Reply to comments directly from ProfilePilot and post responses back to the original platform

• Engagement Tracking: Monitor reply rates, response times, and identify comments that need attention

• Automatic Sync: Keep comments up-to-date with manual sync or automatic background refreshes

• Multi-Location Support: Manage comments across all your location pages simultaneously

Accessing Comments: Navigate to Dashboard > Social > Comments to view all comments. The page displays two main views: Comments (default) and Posts.

Comments View:

The default view shows all comments left on your posts, excluding the posts themselves:

• Comment Card: Each comment displays the commenter's name, profile picture placeholder, platform badge (Facebook/Instagram), timestamp, and comment text

• Location Context: Shows which location page the comment belongs to

• Post Reference: Displays the parent post ID that the comment is attached to

• Engagement Metrics: Shows likes and reactions the comment has received

Posts View:

Toggle to Posts view to see your actual social media posts with engagement metrics:

• Post Badge: Posts are clearly marked with a "Post" badge to distinguish them from comments

• Full Content: View the complete post text and any attached images

• Engagement Metrics: See comprehensive metrics including:

- 👍 Likes count

- ❤️ Total reactions (all types: like, love, care, haha, wow, sad, angry)

- 💬 Comment count (number of comments on the post)

- 🔄 Shares count

- 👁️ Impressions (how many times the post was displayed)

- 📊 Reach (unique users who saw the post)

- 📈 Engagement rate percentage

• Media Attachments: Posts with images display up to 4 thumbnail previews in a grid

Replying to Comments:

1. Find the comment you want to respond to

2. Click the "Reply" button

3. Type your response in the text area

4. Click "Post Reply" to send

Reply Status Indicators:

• Posted: Reply successfully posted to Facebook/Instagram

• Saved Locally: Reply saved in ProfilePilot but posting to platform failed (you can see the error message)

Syncing Comments:

Click the "Sync" button at the top right to fetch the latest comments from Meta:

• Syncs all comments from all your connected Facebook and Instagram pages

• Shows how many new comments were found

• Updates existing comments with latest engagement metrics

• Automatic sync runs in background periodically

Platform Filter Tabs:

• All Platforms: View comments from all connected social accounts

• Meta: Filter to show only Facebook and Instagram comments

Statistics Dashboard:

Four metric cards at the top show key performance indicators:

• Total Comments: Number of comments received

• Replied: How many comments you've responded to

• Needs Reply: Comments waiting for your response

• Response Rate: Percentage of comments with replies (replied/total × 100)

Important Notes:

• Only comments on posts from your connected Meta (Facebook/Instagram) pages are shown

• Comments appear after sync - first-time users should click "Sync Comments" to populate

• Replies post directly to Meta platforms and appear under the original comment

• If posting to Meta fails, the reply is saved locally and you can see the error message

• Comment sync includes comment text, author info, timestamps, and engagement metrics

Best Practices:

• Sync comments daily to catch new customer inquiries quickly

• Prioritize replies to comments that ask questions or express concerns

• Keep responses professional and on-brand

• Use the Posts view to analyze which content drives the most engagement

• Monitor response rate and aim for 80%+ to show customers you're engaged

• Reply promptly - customers expect responses within 24 hours on social media

Common Use Cases:

• Answer customer questions about products, services, or locations

• Thank customers for positive feedback

• Address concerns or complaints publicly (then move to DMs if needed)

• Engage with customers who tag friends or share posts

• Provide additional information about promotions or events

• Build community by acknowledging regular commenters