Social Inbox

What is Social Inbox? Social Inbox is a unified feed of your Facebook and Instagram posts with their comments nested beneath each post. It lets you monitor engagement and reply to customers without switching between platforms.

Accessing Social Inbox: Navigate to Dashboard → Social Inbox. The page defaults to the last 7 days and shows posts from all connected pages.

Statistics Cards:

Four metric cards at the top summarise the selected date range:

• Posts — number of posts fetched from connected pages

• Comments — total top-level comments across all posts

• Needs Reply — comments with no reply yet

• Response Rate — percentage of comments that have been replied to (replied ÷ total × 100)

Date Range Filter:

Use the "From" and "To" date pickers in the top-right to narrow the feed to a specific period. Changing dates automatically reloads the feed.

Filtering Options:

• Page selector — if you manage multiple location pages, pick a specific page to see only its posts and comments

• Filter: Needs Reply — toggle this button to show only posts that have at least one unanswered comment; toggle again to return to the full view

Platform Tabs:

Three tabs let you focus on a specific platform:

• All — posts from Facebook and Instagram combined

• Facebook — Facebook page posts only

• Instagram — Instagram business account posts only

Each tab shows a badge with the post count for that platform.

Post Cards:

Each card represents a post and includes:

• Page name, platform icon and badge, and the post timestamp

• Full post text and any attached images (up to 4 thumbnails in a grid)

• Engagement metrics bar: 👍 likes, ❤️ total reactions, 🔄 shares, 👁️ impressions, 📊 reach, 📈 engagement rate

• A comment count and a "Needs reply" badge when unanswered comments exist

Viewing Comments:

Click "View X comments" at the bottom of a post card to expand its comments. Each comment shows:

• Commenter name, timestamp, and like count

• Any reply already posted to the platform ("Replied on Facebook" badge)

• Any reply sent via ProfilePilot with a status of Posted (green) or Saved (yellow)

Liking a Comment (Facebook only):

On Facebook comments, click Like next to Reply to like the comment as your Page. Instagram does not expose a comment-like API for business accounts, so the Like button appears on Facebook comments only.

Replying to a Comment:

1. Expand the post to show its comments

2. Click Reply on the comment you want to respond to — the composer may pre-fill an @ mention starter

3. Type your reply in the text area

4. Click Reply to submit — it posts directly to Facebook or Instagram

@-mentioning the commenter:

ProfilePilot automatically tags the commenter so they are more likely to see your response:

• Facebook — the message is sent as `@[Page-Scoped ID]` using the ID stored when the comment was synced. This only works on Page post comments (not personal timeline posts). The commenter must have already commented on that Page post.

• Instagram — the message includes `@username` at the start when it is not already present

Note: Facebook sometimes renders the mention as plain text without a clickable tag — this is a known Meta Graph API limitation.

If the platform call fails, the reply is saved locally and a red error message is shown beneath it.

Syncing the Inbox:

Click "Sync" in the top-right to pull the latest posts and comments from all connected Facebook and Instagram pages. A toast notification confirms how many new items were found. Run a sync after connecting a new page or when you expect recent activity that hasn't appeared yet.

Orphan Comments:

Occasionally a comment arrives whose parent post was not fetched (e.g., an older post outside the date range). These are shown below the main feed with a dashed card border and can still be replied to.

Important Notes:

• Only posts and comments from connected Meta (Facebook/Instagram) pages appear — Google Business Profile comments are not included here

• The date filter applies to when posts were created on the platform, not when they were synced

• Replies post in real time to Meta; if Meta rejects the reply, it is saved locally so you don't lose it